Experienced Customer Success Manager – Leadership Role in Scaling Customer Success Teams and Driving Business Growth through Strategic Partnerships and Customer Advocacy

Introduction to blithequark

At blithequark, we are pioneering a revolutionary software solution designed to empower commercial contractors, transforming the way they manage their businesses from quick service calls to full project management. Our mission is to break the mold and build a team that not only invests in our mission statement but also thrives in fast-paced environments. We are passionate about driven, self-motivated individuals with experience in tech start-ups who are eager to make a significant impact. If you are looking for a challenging and rewarding role where you can grow professionally and contribute to a groundbreaking cause, we invite you to explore this opportunity further.

About the Role

As a Manager of Customer Success at blithequark, you will have the unique opportunity to join a well-funded, fast-growing technology startup and play a critical role in building out our Customer Success function. While prior experience in account management and/or familiarity with the commercial contractor industry is highly valued, we are looking for someone who embodies a strong work ethic, demonstrates exceptional analytical thinking, and is committed to going above and beyond to ensure our customers succeed on our platform.

Key Responsibilities

• Lead, mentor, and develop the Customer Success team, including hiring, performance management, and career development to ensure the team's growth and success.
• Oversee the onboarding, training, and ongoing support for customers, ensuring they derive maximum value from our platform and achieve their desired outcomes.
• Own and manage key performance indicators (KPIs) for the Customer Success team, such as Net Promoter Score (NPS), revenue retention, and expansion metrics, to drive business growth and customer satisfaction.
• Act as a strategic partner and escalation point for key customer accounts, resolving challenges, fostering satisfaction, and promoting advocacy to build long-term relationships.
• Proactively identify at-risk accounts, develop and execute tailored retention strategies to minimize churn and ensure customer loyalty.
• Monitor and enhance customer engagement to drive the adoption of blithequark's mission-critical software, leveraging data analytics to identify trends, opportunities, and areas for improvement.
• Implement and refine Customer Success processes and best practices to ensure customers achieve their desired outcomes, standardizing and scaling team systems, workflows, playbooks, and best practices for efficiency and effectiveness.
• Collaborate with the leadership team to develop and execute strategies for customer retention and expansion, aligning Customer Success strategies with overall company goals and mission.
• Serve as the voice of the customer, collecting and synthesizing feedback to influence product development and company priorities across Product, Sales, and Implementation, championing a customer-centric culture within blithequark.

Essential Qualifications

• Proven leadership and management skills, with at least 2 years of experience building and scaling Customer Success teams in fast-paced environments.
• Ability to coach and mentor team members, with a track record of supporting new hires and encouraging growth in established team members.
• Experience in building Customer Success processes and best practices to ensure customers achieve desired outcomes, with a strong understanding of customer needs and preferences.
• Exceptional people skills: empathetic, adaptable, confident, and skilled in building trust across both internal and external stakeholders.
• Strategic thinker with strong analytical and problem-solving abilities, able to leverage data to drive decision-making and business outcomes.
• Deep expertise in managing complex customer relationships and fostering executive-level partnerships, with a strong network of professional contacts.
• Customer advocate who ensures customer needs are met and they receive the maximum value from the platform, with a proactive approach to anticipating customer needs and executing quickly.
• Highly organized with impeccable attention to detail and the ability to prioritize in a dynamic environment, managing multiple projects and tasks simultaneously.
• Proficiency with Customer Success tools like Gainsight and Salesforce, and a data-driven approach to decision-making, with the ability to analyze complex data sets and draw meaningful insights.

Preferred Qualifications

• Familiarity with accounting ERP systems (e.g., QuickBooks, Sage, Viewpoint) or the commercial contractor industry, with a strong understanding of the challenges and opportunities facing commercial contractors.
• Willingness to travel up to 25% to support on-site implementations and customer engagement, with a flexible approach to working hours and locations.
• Bachelor’s degree (B.A. or B.S.) preferred, with startup experience being a significant plus, demonstrating adaptability and resilience in fast-paced and rapidly changing environments.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our team members, providing opportunities for career advancement, professional development, and continuous learning. As a Manager of Customer Success, you will have the chance to develop your leadership skills, expand your professional network, and contribute to the growth and success of our company. You will be part of a dynamic and collaborative team, working closely with cross-functional teams to drive business outcomes and customer satisfaction.

Work Environment and Company Culture

blithequark offers a fast-paced, collaborative, and dynamic work environment, with a strong focus on innovation, creativity, and customer-centricity. We believe in empowering our team members to take ownership of their work, providing the autonomy to make decisions and drive outcomes. Our company culture is built on the values of transparency, accountability, and teamwork, with a strong emphasis on recognizing and rewarding outstanding performance. We offer a range of perks and benefits, including generous equity grants, comprehensive benefits packages, flexible PTO and hybrid work schedules, and opportunities for professional development and growth.

Compensation, Perks, and Benefits

As a Manager of Customer Success at blithequark, you can expect a competitive compensation package, including a generous salary, bonus structure, and equity grants. We also offer a range of perks and benefits, including:

• Comprehensive benefits package, including health, dental, and vision insurance, 401(k) matching, and paid time off.
• Flexible PTO and hybrid work schedules, allowing you to balance your work and personal life.
• Opportunities for professional development and growth, including training, mentorship, and career advancement opportunities.
• Generous equity grants, providing you with a stake in the company's success and growth.
• Macbook computer and other necessary tools and equipment to perform your job duties.
• Work from home stipend and other benefits to support your remote work needs.

Conclusion

If you are a motivated and experienced Customer Success professional looking for a challenging and rewarding role, we encourage you to apply for this opportunity. As a Manager of Customer Success at blithequark, you will have the chance to make a significant impact on our customers and our business, driving growth, satisfaction, and loyalty. You will be part of a dynamic and collaborative team, working closely with cross-functional teams to drive business outcomes and customer satisfaction. Don't miss this opportunity to join a groundbreaking company and contribute to the success of our customers and our business. Apply now to become a part of the blithequark team and start your journey to success.