Experienced Manager of Customer Implementation – Leading Customer Success and Team Growth in a Dynamic SaaS Environment

Introduction to blithequark

blithequark is a pioneering force in the tech industry, dedicated to creating innovative solutions that bring transparency and compliance to data privacy. As a mission-driven, venture-backed startup, we're committed to making a positive impact while fostering a culture of inclusivity, curiosity, and growth. Our team is passionate about helping customers navigate the complex landscape of data privacy laws, and we're now seeking an exceptional Manager of Customer Implementation to lead our team to even greater heights.

The Role

We're looking for a seasoned professional who thrives in a dynamic, people-first SaaS environment. As our ideal candidate, you'll be equally excited to coach a team and onboard customers directly, blending strategy and action to drive success. Your primary responsibilities will include:

• Managing and coaching a team of Implementation Managers, supporting their day-to-day performance, long-term growth, and career development.
• Owning onboarding for a small number of customers to stay close to the work and lead by example.
• Defining and improving onboarding KPIs (e.g., time-to-value, adoption metrics) and building dashboards to bring clarity and accountability.
• Streamlining handoffs across Sales, Implementation, and Customer Success to ensure consistency and a smooth customer experience.
• Operationalizing onboarding playbooks and tooling, turning best practices into repeatable processes that scale.
• Acting as a trusted voice in cross-functional conversations, representing Implementation in product, packaging, and customer experience discussions.
• Diagnosing friction in the onboarding journey and leading improvements across systems, process, and communication.
• Tracking team performance and forecasting onboarding capacity with discipline and transparency.

About You

To succeed in this role, you'll need:

• 4+ years of experience in a customer onboarding, implementation, or success role within a B2B SaaS environment.
• Hands-on experience managing onboarding for technical products or privacy/compliance workflows.
• A proven track record of leading or coaching team members while still owning individual customer outcomes.
• Experience defining onboarding KPIs and creating dashboards to monitor adoption, readiness, and success.
• Comfort working cross-functionally with Sales, Product, and Support to solve complex implementation needs.
• Familiarity with HubSpot, project management tools (e.g., Asana, Jira), and Customer Success platforms like Vitally or Gainsight.
• Ability to define and track onboarding KPIs and product adoption metrics.
• Comfort with light technical troubleshooting, such as JavaScript snippets, browser tools, and basic HTML/CSS.

Qualities in a Manager

We're looking for a leader who embodies the following qualities:

• Coachable and Curious — you're confident in your leadership skills but always eager to learn and grow.
• Communicative and Collaborative — you're clear, inclusive, and intentional in your communication, working effectively across teams and with customers to ensure transparency and alignment.
• Resourceful — you solve problems creatively, especially in fast-moving or ambiguous environments, finding innovative solutions and turning challenges into new opportunities.
• Empathetic Leader — you lead with empathy, valuing people, process, and outcomes, believing in mentorship and coaching to drive individual and team success.
• Operational — you're skilled at building scalable, repeatable processes and workflows, turning complex tasks into manageable, measurable actions that drive results.

Nice-to-Haves

While not required, the following experiences and skills are highly desirable:

• Experience managing onboarding for privacy, security, legal, or compliance products.
• Exposure to APIs, webhooks, or integration-heavy onboarding flows.
• Background in high-growth startups or scaling teams where process had to be built from scratch.
• Familiarity with customer journey frameworks and success planning.

Compensation and Benefits

At blithequark, we offer a competitive compensation package, including:

• An annual salary range of $135,000 to $145,000, based on your skills and experience.
• Stock options upon joining the company, giving you a stake in our success.
• Unlimited paid time off, with a requirement to take at least two weeks off per year, plus paid parental leave, sick time off, and volunteering time.
• 100% sponsorship of individual premiums and 50% sponsorship of dependent premiums for Medical, Dental, and Vision Insurance via Aetna.
• A fully remote work environment, allowing you to work from anywhere in the U.S.
• A Macbook and $600 to craft your home workspace, plus a $50/month internet reimbursement.
• An annual $300 learning and development stipend to fuel your career and growth.
• An annual company trip designed to foster connection, creativity, and having fun together!
• Mental health benefits with free memberships to mindfulness and talk therapy services.

Why Join blithequark?

By joining our team, you'll become part of a welcoming and talented group of individuals who are passionate about making a difference. You'll have the opportunity to:

• Work closely with a small team of implementation managers who help each other out while having fun working together.
• Develop a well-defined career path that's not just about climbing the ladder, but about learning different competencies, skills, and concepts as you progress.
• Become a privacy expert, including the opportunity to receive your Certified Information Privacy credential.
• Represent a product that makes a positive impact on customers, with an average 95% CSAT score each quarter.
• Be part of a Great Place to Work, with 97% of employees saying it's a great place to work.

Our Culture and Values

At blithequark, we value diversity, inclusivity, and transparency. We're committed to building a team that reflects the diversity of our customers and the communities we serve. We believe in:

• Creating a culture of empathy, respect, and open communication.
• Fostering a growth mindset, where everyone is encouraged to learn, grow, and develop their skills.
• Embracing diversity, equity, and inclusion, and promoting a culture of belonging.
• Being transparent and accountable in our actions and decisions.

How to Apply

If you're excited about the opportunity to join our team and make a difference in the lives of our customers, please submit your application. We can't wait to hear from you!