Solution Manager, Customer Journey

Why We Have This Role

At Qualtrics, our Customer Journey team ensures every client experiences a predictable, high-value path from their initial evaluation through adoption, renewal, and expansion. As Senior Solution Manager, you will serve as the operational architect bridging product innovation with field reality. You'll partner directly with Product Management, Sales, Professional Services, Customer Success, and Operations to design the end-to-end business workflows that make new offerings sellable, deliverable, and supportable at enterprise scale.

How You’ll Find Success

• Operate as an architect of clarity: Cut through ambiguity to turn complex go-to-market concepts into concrete, repeatable execution plans.
• Lead through influence: Align cross-functional leaders across GTM and Product without direct reporting authority, driving shared accountability.
• Think in systems and lifecycles: Map customer handoffs across quote-to-cash, delivery, and renewal to eliminate operational friction points before they occur.
• Synthesize signal from noise: Distill qualitative field feedback and customer experiences into structured, data-backed insights that shape product roadmaps.
• Deliver with enterprise rigor: Balance strategic program architecture with hands-on asset creation, from SOW frameworks to scoping methodologies.

How You’ll Grow

• Executive cross-functional mastery: Deepen your ability to drive strategic decision-making across Product, Engineering, Sales, and Post-Sales leadership.
• Category-defining operational design: Build and standardize GTM frameworks that scale an enterprise SaaS ecosystem operating at multi-billion-dollar scale.
• Product strategy leadership: Expand your direct influence on product vision and release strategy by grounding roadmaps in real-world delivery data.

Things You’ll Do

• Accelerate time-to-market for new offerings: Own end-to-end GTM readiness programs, establishing clear launch gates and operational milestones so regional teams can sell and deliver seamlessly on Day 1.
• Eliminate post-sale friction: Map and implement customer journey workflows across provisioning, implementation, and support to reduce handoff risks and improve onboarding velocity.
• Equip the field for repeatable execution: Build practical field assets, including scoping guides, statement of work (SOW) templates, packaging matrices, and delivery playbooks in partnership with Enablement and Product Marketing.
• Direct product evolution using field evidence: Establish systematic feedback loops between delivery teams and Product Managers to prioritize features that drive sustained customer adoption and expansion.
• Standardize scalable frameworks: Turn single-product launch successes into reusable playbooks, operational standards, and governance models adopted across global teams.

What We’re Looking For On Your Resume

• Demonstrated track record leading go-to-market readiness, business operations, services strategy, or product operations within a multi-product enterprise SaaS environment.
• At least 8 years of experience designing end-to-end business workflows across the customer lifecycle (sales quoting, delivery handoffs, provisioning, and renewals).
• Proven capability managing complex cross-functional programs across distributed teams with clear risk mitigation and executive milestone tracking.
• Hands-on portfolio of field-enablement deliverables, such as implementation methodologies, scoping calculators, SOW templates, or delivery playbooks.
• Familiarity with enterprise go-to-market platforms (e.g., Salesforce, Gainsight, Highspot) and partner/SI delivery models.

What You Should Know About This Team

• We build the connective tissue: We sit at the intersection of business strategy and technical execution, making sure our company's biggest product bets succeed in the real world.
• Bias toward action over bureaucracy: We value lightweight, repeatable systems over red tape; our frameworks exist to empower client-facing teams to move faster.
• High autonomy with built-in trust: You own your programs end-to-end, with the freedom to design solutions and the direct support of a collaborative team of peers.
• Impact measured by customer outcomes: Our success is directly tied to how effortlessly our customers adopt and expand their use of Qualtrics software.

Our Team’s Favorite Perks and Benefits

• Global Wellness & Flexibility: Competitive time-off policies, flexible working arrangements, and wellness stipends to support work-life balance.
• Comprehensive Health & Retirement: Industry-leading health coverage options and generous retirement matching programs.
• Community & Inclusion: Active Employee Resource Groups (ERGs) and dedicated team-building events that foster a strong sense of belonging.