Experienced Customer Success Manager – Strategic Account Management and Revenue Growth in AI-Driven Financial Crime Prevention

Welcome to blithequark

blithequark is the leading provider of AI-supported anti-money laundering and fraud detection technology, playing a vital role in the global fight against Money Laundering, Fraud, and the financing of terrorism. Our powerful combination of traditional rules and explainable AI improves the effectiveness of AML compliance and fraud prevention for banks and payment providers worldwide. We offer a culture of mutual trust, support, and passion, providing individuals with opportunities to grow professionally and make a difference in the world.

Your Mission

As part of our Customer Success team at blithequark, you will strategically manage a portfolio of our US customers, guiding them through the entire lifecycle—from implementation to ongoing success. Your focus will be on building loyalty, finding and closing new commercial opportunities, and ensuring long-term customer retention. You will work closely with Sales, Product, Solution Consulting, Data Science, Customer Support, Marketing, and Finance teams to maximize revenue and profitability while championing customer satisfaction.

As the primary advocate for our customers, you will proactively engage with clients, ensuring they derive maximum value from our solutions while fostering strong, lasting relationships. Your ability to build trust and rapport with C-suite executives and senior stakeholders will be essential in driving customer success and exceeding revenue targets.

Your Responsibilities

As a trusted advisor, you will:

• Drive customer success – Minimize time-to-revenue in collaboration with Solution Consulting and Product teams, ensuring seamless onboarding and integration of our solutions.
• Exceed revenue targets – Manage cARR growth through renewals, cross-sells, and custom development opportunities, identifying new business opportunities and expanding existing relationships.
• Maximize retention & mitigate churn – Conduct regular check-ins, QBRs, and consultative meetings with senior executives to ensure customer satisfaction and address any concerns or issues promptly.
• Enhance customer satisfaction – Continuously improve NPS by ensuring a seamless and valuable customer experience, gathering feedback, and implementing changes to improve our solutions and services.
• Monitor and optimize usage – Track product adoption and proactively address customer needs, providing training and support to ensure customers get the most out of our solutions.
• Develop training & educational materials – Support customers with tailored resources and address concerns to improve the overall experience, ensuring customers have the knowledge and skills needed to succeed with our solutions.

Your Profile

To succeed in this role, you will have:

• 3+ years of experience in customer-facing roles within B2B enterprise software, with a proven track record of managing accounts of $500K+ ARR and cross-selling experience.
• Strong understanding of SaaS, digital payments, and enterprise software, with experience in AML or fraud prevention being a strong plus.
• Ability to build lasting relationships with C-suite executives and senior stakeholders, communicating complex ideas and solutions in a clear and concise manner.
• Exceptional communication, presentation, and organizational skills, with the ability to work in a fast-paced environment and prioritize multiple tasks and projects.
• Highly proactive with a passion for forecast accuracy and owning the conversation from start to finish, with a strong desire to drive revenue growth and customer success.
• Experience or a desire to work at the start-up and scale-up stage of business growth, with a willingness to adapt to changing circumstances and priorities.
• Fluent in English, with German or other multilingual capabilities being a plus.

Essential Skills and Competencies

To excel in this role, you will possess:

• Strong business acumen, with a deep understanding of the financial services industry and the challenges faced by our customers.
• Excellent communication and interpersonal skills, with the ability to build trust and rapport with customers, colleagues, and stakeholders.
• Strategic thinking and problem-solving skills, with the ability to analyze complex problems and develop creative solutions.
• Strong organizational and time management skills, with the ability to prioritize multiple tasks and projects and manage competing deadlines.
• Ability to work in a fast-paced environment, with a willingness to adapt to changing circumstances and priorities.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to helping our employees grow and develop in their careers. As a Customer Success Manager, you will have access to:

• Comprehensive training and onboarding program, to ensure you have the knowledge and skills needed to succeed in your role.
• Ongoing coaching and mentoring, to help you develop your skills and achieve your career goals.
• Opportunities for career advancement, with a clear path for progression and growth within the company.
• Access to industry-leading technology and tools, to help you stay up-to-date with the latest developments and trends in the industry.
• A collaborative and supportive work environment, with a team of experienced professionals who are passionate about what they do.

Work Environment and Company Culture

At blithequark, we pride ourselves on our culture of mutual trust, support, and passion. Our employees are our greatest asset, and we are committed to providing a work environment that is:

• Collaborative and supportive, with a team of experienced professionals who are passionate about what they do.
• Dynamic and fast-paced, with a willingness to adapt to changing circumstances and priorities.
• Innovative and forward-thinking, with a focus on staying ahead of the curve and leveraging the latest technologies and trends.
• Focused on customer success, with a commitment to delivering exceptional service and support to our customers.
• Committed to making a difference, with a passion for using our technology to make a positive impact in the world.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package, with a range of perks and benefits, including:

• Competitive salary and bonus structure, with a focus on rewarding performance and achievement.
• Comprehensive benefits package, including health, dental, and vision insurance, as well as a 401(k) matching program.
• Generous paid time off policy, with a focus on providing a healthy work-life balance.
• Opportunities for professional development and growth, with a commitment to helping our employees achieve their career goals.
• Access to the latest technology and tools, to help you stay up-to-date with the latest developments and trends in the industry.

Conclusion

If you are a motivated and experienced Customer Success Manager, looking for a new challenge and an opportunity to make a real difference in the industry, we encourage you to apply for this role at blithequark. With our commitment to customer success, innovative technology, and collaborative work environment, we believe we have the perfect opportunity for you to grow and develop in your career. Apply now to join our team and be a part of our mission to prevent financial crime and make a positive impact in the world.