Senior Solution Manager, Customer Journey

About this role

At Qualtrics, we create software the world's best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform-we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention-but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers. When you join one of our teams, you'll be part of a nimble group that's empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the microphone and iterating until the best solution comes to light. You won't have to look to find growth opportunities-ready or not, they'll find you. From retail to government to healthcare, we're on a mission to bring humanity, connection, and empathy back to business. Join over 5,000 people across the globe who think that's work worth doing. Senior Solution Manager, Customer Journey Why We Have This Role At Qualtrics, our Customer Journey function ensures every customer experiences a connected, predictable path from first conversation through adoption, renewal, and expansion. As Senior Solution Manager, you will be the operational architect behind how new products and services reach the market and scale successfully. You will design the business and service processes that make offerings sellable, deliverable, and supportable, serving as the critical bridge connecting our field teams, customers, and Product Management. In this senior individual contributor role, you will lead through influence to bring structure to ambiguity and align cross-functional teams across the entire organization. How You'll Find Success Navigates Ambiguity: Takes initiative in complex, unstructured environments to map clear paths forward and build scalable operational standards. Influences Without Authority: Builds trust and drives alignment across senior stakeholders in Sales, Services, Customer Success, Product, and Operations. Process Architect Mindset: Obsessed with end-to-end workflow design-identifying handoff risks, reducing friction points, and optimizing quote-to-cash and delivery models. Evidence-Based Communicator: Synthesizes complex field and customer insights into concise, actionable feedback that influences product roadmaps and executive decisions. Systems & Strategic Thinker: Connects big-picture GTM strategy with hands-on asset creation (scoping tools, playbooks, SOW templates) to enable repeatable execution. How You'll Grow Expand your strategic impact by shaping end-to-end GTM readiness for next-generation enterprise SaaS products across global markets. Broaden your executive influence by partnering directly with cross-functional leadership across Sales, Product, Services, and Finance. Deepen your operational expertise in scaling enterprise customer lifecycles, engagement frameworks, and SaaS delivery models. Develop repeatable frameworks, playbooks, and standards that set the benchmark for product launches company-wide. Things You'll Do Accelerate GTM Product Readiness: Own and execute the end-to-end readiness plan that transitions new products and services from release to repeatable sales and delivery. Build Scalable Business & Service Workflows: Design and optimize customer lifecycle processes across quoting, provisioning, implementation, support, and renewal to eliminate operational friction. Enable Field Execution: Develop practical sales and delivery assets-including deal qualification guides, scoping tools, pricing references, SOW templates, and delivery playbooks. Drive Cross-Functional Alignment & Execution: Manage multi-team project plans, track readiness milestones, mitigate launch risks, and hold stakeholders accountable across Sales, Services, Legal, Deal Desk, and Finance. Influence Product Strategy: Establish feedback loops to gather customer and field insights, translating them into structured, evidence-based recommendations for Product Management. What We're Looking For On Your Resume Enterprise SaaS GTM Experience: 15+ years of extensive background in GTM operations, business readiness, services strategy, customer success operations, or product operations within a complex SaaS environment. Proven Cross-Functional Program Leadership: Demonstrated track record of managing complex launch plans, dependencies, and risks across multi-disciplinary teams. End-to-End Process Mapping: Proven ability to map and optimize complex workflows across quote-to-cash, implementation, and customer onboarding. Field & Sales Asset Development: Hands-on experience creating scoping tools, SOW templates, delivery methodologies, and field playbooks. Tool & Framework Familiarity: Background with enterprise frameworks and platforms such as Salesforce, Gainsight, Highspot, or similar customer success tools. Domain Knowledge (Bonus): Experience with experience management (CX), research technology, or partner/SI delivery models. What You Should Know About This Team High-Impact Connective Tissue: We sit at the intersection of Product, Sales, and Operations-directly impacting how our business grows and how customers experience Qualtrics. Action-Oriented & Collaborative: We thrive on solving hard operational puzzles together and empowering each other to lead

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