This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We are seeking a Customer Success Manager Leader to oversee Qualia’s Mid-Market Customer Success team. This leader will guide a team responsible for driving adoption, retention, and expansion across a diverse set of customers who are rapidly evolving in scale, operational sophistication, and strategic needs. You will define and refine the engagement model for this segment, ensuring that our customers realize meaningful business value throughout their lifecycle with Qualia. The ideal candidate brings a blend of operational rigor, customer-centric thinking, and strong leadership capabilities. You will coach and develop a team of Customer Success Managers, build scalable processes, and partner cross-functionally to ensure our customers experience consistent value and support. You will also represent the unique needs of the Mid-Market segment internally—informing product direction, influencing company strategy, and shaping programs that support sustained customer growth. This role will work closely with Sales, Growth Management, Support, Product, Marketing, and Operations. The position reports to the Director of Customer Success. Key measures of success include: - Gross and net retention - Product adoption - Expansion revenue - Customer sentiment - Operational efficiency - Employee engagement and development Responsibilities - Lead, coach, and develop a team of Mid-Market Customer Success Managers to meet or exceed retention and expansion targets - Drive accountability against segment KPIs aligned to company OKRs - Develop and operationalize a scalable engagement model for Mid-Market accounts, including executive business reviews, account planning, and success planning - Partner cross-functionally to align on growth strategy, renewal forecasting, and risk mitigation - Analyze portfolio trends and performance data to identify risks, opportunities, and operational improvements - Ensure consistent delivery of value-focused customer engagements tied to customer business outcomes - Serve as an escalation point for complex customer situations, including churn risk and executive-level concerns - Contribute to process development, playbooks, and best practices that elevate the overall Customer Success organization - Support hiring, onboarding, and ongoing enablement of CSM talent Qualifications - 3–5+ years of Customer Success or Account Management experience in B2B SaaS - 2+ years of people management experience, ideally within Customer Success - Experience managing teams supporting mid-sized or growth-stage customer segments - Demonstrated success driving retention, expansion, and adoption in a quota-carrying or revenue-influencing role - Strong analytical skills with the ability to use data to guide decisions and coach performance - Experience developing structured engagement strategies (QBRs, account plans, success plans) - Effective at navigating cross-functional relationships and aligning internal stakeholders around customer priorities - Proven ability to manage escalations and complex customer conversations with confidence and professionalism - Excellent verbal and written communication skills - Familiarity with the real estate or title industry (Preferred) Benefits - Comprehensive health plans - 401k program - Commuter benefits - Professional development - Parental leave - Flexible time off policy - Robust online onboarding program - Biweekly all hands meetings - Variety of internal virtual events to keep employees connected Company Description Qualia is made up of incredibly bright, mission-driven coworkers who are passionate about using technology to solve real-world problems---and we're growing quickly. We believe diverse perspectives and backgrounds are critical to building great technology, and our goal is to cultivate an environment where people feel equally valued and respected. Qualia is proud to be an equal-opportunity workplace, and we welcome applicants from all backgrounds regardless of race, color, ancestry, religion, gender identity or expression, sexual orientation, marital status, age, citizenship, socioeconomic status, disability, or veteran status.

• Single point of contact for general consulting, incident reporting and escalation for our key customers • Providing strategic oversight for LexisNexis Risk Solutions project teams integrating new use cases for your customers • Ability to complete quantitative analysis for the purpose of developing tactical or strategic client solutions, to identify and mitigate risk or to provide regular reporting • Advocating on behalf of your customers with LexisNexis Risk Solutions internal staff in Products and Engineering • Pairing with Strategic Account Managers to identify new follow-on sales opportunities • Travel may be necessary • Develop models for resource planning and consumption as well as key performance metrics for project/program success • Establish rigorous execution discipline & communication process: risk management, mitigation, tracking, scheduling trends vs baseline, recovery actions, executive reporting & stakeholder communications

Additional Information About the Role - Leadership Opportunity to lead operations for additional disease sites as Siteman Post-Diagnosis Navigation is deployed - Responsible for leading day to day operations and supporting nursing staff - Monday – Friday; No weekends, holidays or call - Remote Opportunity (Must reside in Greater St. Louis area) Additional preferred requirements: - Pervious leadership experience - Hospital or oncology operations experience preferred Barnes-Jewish Hospital at Washington University Medical Center is the largest hospital in Missouri and is ranked as one of the nation's top hospitals by U.S. News & World Report. Barnes-Jewish Hospital's staff is composed of full-time academic faculty and community physicians of Washington University School of Medicine, supported by a house staff of residents, interns, fellows and other medical professionals. Recognizing its excellence in nursing care, Barnes-Jewish Hospital was the first adult hospital in Missouri to be certified as a Magnet Hospital by the American Nurses Credentialing Center. The Alvin J. Siteman Cancer Center at Barnes-Jewish Hospital and Washington University School of Medicine is an international leader in cancer treatment, research, prevention, education and community outreach. It is the only cancer center in Missouri and within a 240-mile radius of St. Louis to hold the prestigious Comprehensive Cancer Center designation from the National Cancer Institute and membership in the National Comprehensive Cancer Network. Parent institutions Barnes-Jewish Hospital and Washington University School of Medicine also are nationally recognized, with U.S. News & World Report consistently ranking the hospital and medical school among the nation's elite. Overview Preferred Qualifications Role Purpose Supports the operational functions of the department as related to: reporting, payroll, service recovery, staff communication, staff data collection and reporting, staff competencies and regulatory readiness compliance. Works collaboratively with other members of the leadership team to lead staff in clinical and service excellence. Responsibilities - May participate in the development of departmental staffing, revenue and/or expense budgets and having direct responsibility for adhering to those goals. This includes responding to changes in the business which may affect the ability to achieve the budget goals. - Prepare, analyze and develop action plan(s). Seek to identify trends in patient outcomes related to audits, reporting, & compliance. Ensure proper documentation, communication, followup accordingly. - Perform service recovery related to physician and bed management issues; support investigation and resolution of operational issues as required - Ensure staff meet regulatory, unit and BJC competency requirements; determine corrective plan of action if competencies are not met; follow up to ensure compliance. Ensure year round readiness through audits; determine individual or unit corrective plan if audit discloses readiness issues; follow up to ensure compliance with corrective plan. Own environmental plan. - Review staff hours worked vs scheduled hours and determine appropriate disposition if variation exists. Perform and approval daily payroll updated. Reconcile time cards, bonus tracking and coding approval. Prepare, coordinate and execute all staff communications; prepare huddle agendas and lead meeting. Determine staffing needs; make nursing assignments as well as assign overtime. Recommend effective annual increases. Interview staff for open positions; evaluate and conduct performance reviews as assigned; draft and issue corrective actions/coaching; follow up regarding any disciplinary action to determine compliance. - Manages individual(s) including but not limited to: onboarding and hiring, training, workload management & performance evaluations, conducting professional development plans as needed. Ensures that the productivity and actions of that group meet/support the overall operational goals of the department as established by department leadership. Minimum Requirements Education - Nursing Diploma/Associate's - NursingExperience - 2-5 years Supervisor Experience - No Experience Licenses & Certifications - RN Preferred Requirements Education - Bachelor's Degree - NursingExperience - 5-10 years Supervisor Experience - < 2 years Benefits and Legal Statement BJC Total Rewards At BJC we’re committed to providing you and your family with benefits and resources to help you manage your physical, emotional, social and financial well-being. - Comprehensive medical, dental, vison, life insurance, and legal services available first day of the month after hire date - Disability insurance* paid for by BJC - Annual 4% BJC Automatic Retirement Contribution - 401(k) plan with BJC match - Tuition Assistance available on first day - BJC Institute for Learning and Development - Health Care and Dependent Care Flexible Spending Accounts - Paid Time Off benefit combines vacation, sick days, holidays and personal time - Adoption assistance To learn more, go to our Benefits Summary. *Not all benefits apply to all jobs The above information on this description has been designed to indicate the general nature and level of work performed by employees in this position. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job. Equal Opportunity Employer

• Champion vendor growth by guiding a portfolio of Silver-tier vendors through scalable community-led motions, helping them launch, expand, and mature on the Pax8 Marketplace. • Identify revenue opportunities by uncovering new routes for upsell, cross-sell, and performance improvement, using data-driven insights to guide strategic actions. • Build meaningful relationships with vendors, understanding their goals, challenges, and success metrics while creating a consistent and high-quality vendor experience. • Align cross-functional teams across Sales, Marketing, Enablement, Operations, and Support to ensure vendor initiatives land smoothly and effectively. • Lead impactful conversations including Quarterly Business Reviews, performance analyses, and go‑to‑market planning sessions. • Amplify vendor visibility by ensuring their brand presence, messaging, and enablement materials shine within the Pax8 Marketplace. • Promote and sell go‑to‑market offerings with clear, compelling storytelling that highlights the value of Pax8’s programs and opportunities.