**Enterprise Customer Success Manager EMEA – Unlocking Customer Value and Driving Business Growth at blithequark**

Are you a seasoned customer success expert with a passion for delivering exceptional customer experiences and driving business growth? Do you thrive in a fast-paced, dynamic environment where no two days are the same? If so, we invite you to join our team at blithequark as an Enterprise Customer Success Manager EMEA. **About You** As a seasoned Customer Success Manager, you have a proven track record of creating and sustaining happy, referenceable customers who realize full value from our platform and partnership. You possess exceptional relationship-building skills, with the ability to establish and nurture stakeholder relationships and align on value objectives and results. Your customers trust you as their trusted advisor, and you take pride in delivering exceptional customer experiences that drive retention, satisfaction, and growth. **In this role, you will bring these skills:** * 3+ years of experience in a Customer Success capacity, with 6+ years of experience in an enterprise SaaS product support environment * Strong experience in building and developing long-lasting executive-level relationships (including with CISOs and CIOs) at F500 companies, along with providing an outstanding overall customer experience (measurable in the form of an achieved health score, account retention/growth rate, and % referenceable customers) * Action-oriented, with the ability to quickly assess and integrate inputs across functions (Support, Product, ENG) and turn into a scalable solution and clear customer narrative * Soft skills oriented towards developing and retaining a customer's trust and de-escalating their issues (i.e., turning escalations into positive experiences based on the quality of our response) * Strong analytical and organizational skills, with the ability to understand and review the financial return or ROI on the customer's investment * Strong written, spoken, and presentation skills, with the ability to communicate effectively with all levels of the organization - both internally and externally * Proven ability to introduce and review new product features, best practices, and follow up with customers to advance desired platform adoption/usage * Strong technical troubleshooting skills (i.e., previous support or SE experience), and an ability to collaborate, coordinate, and escalate issues within a team of product support professionals * Previous experience with Internet and networking technologies and products, including email security products * Well-versed with using case management systems and CRM's (e.g., SFDC / JIRA) * Bachelor of Science in Computer Engineering/Computer Science, Electronics and Communications Engineering, or non-graduates with good communication skills, strong technical knowledge, or similar work experience required **Role Responsibilities + Deliverables** ### Value Realization: * Serve as the 'voice of the customer' and provide internal feedback on how we can better serve them to maximize customer value and retention. * Schedule, prepare, and deliver Business Reviews for customers, with the top priority of proving ROI that leads to renewals/expansion. * Increase customer adoption of key platform features and best practices to maximize ROI, ensuring the basis for retention, satisfaction, and growth. ### Product Knowledge: * Maintain a deep understanding of our product and roadmap, so you can guide customers to success and continue to drive up their Adoption Score. * Educate customers on the most relevant features and functionality related to their specific requirements. ### Relationship Building: * Understand your customer's industry trends, business challenges with email security, and current and potential use cases for blithequark. * With understanding of customer needs, establish a strategic, trusted advisor relationship at the highest relevant levels by guiding the customer on best practice usage of the platform to manage risk and meet/exceed their objectives. * Develop and nurture blithequark champions within your customer's organization who advocate for the platform based on their positive experience. ### Account Success Planning: * Engage customers' senior decision makers to understand their evolving strategy for email security and to shape Success Planning informed by these goals. * Work with the internal Account team and external customer stakeholders to formulate/maintain a Success Plan outlining how blithequark addresses their immediate and future needs (with success metrics). * Proactively monitor customer health to reach out to customers before risks or issues escalate and identify remediation options. ### Cross Functional Collaboration: * Partner with blithequark Account Team (Account Executives, Sales Engineers, Support Engineers, etc.) to ensure that customers renew and expand usage. ### Triage and Risk Mitigation: * Monitor customer user trends to recommend to internal teams risk mitigation actions (Product, Support, Services, etc.). Example: work with Engineering to stabilize customer's advanced reporting needs based on repeated case escalations. * Coordinate internal actions and schedule customer calls as necessary to address case issues and concerns and ensure all commitments are met. **What We Offer** * A dynamic and fast-paced work environment with a talented team of professionals * Opportunities for career growth and professional development * A comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off * A competitive salary and bonus structure * The chance to work with a cutting-edge technology platform and make a real impact on our customers' businesses **How to Apply** If you're a motivated and results-driven Customer Success professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for this role. We can't wait to hear from you! **Equal Employment Opportunity** blithequark is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or other characteristics protected by law. For our EEO policy statement, please click here. If you would like more information on your EEO rights under the law, please click here. Apply for this job