Experienced Customer Onboarding Manager – Strategic Leader and Change Agent for Blithequark's Customer Success Team

Introduction to Blithequark

At blithequark, we are at the forefront of innovation, leveraging cutting-edge technology to empower businesses to achieve their full potential. As a leader in our industry, we recognize the importance of customer success and are committed to delivering exceptional onboarding experiences that drive long-term growth and satisfaction. We are now seeking an experienced and visionary Customer Onboarding Manager to join our team and lead the transformation of our onboarding function into a proactive, outcome-focused growth engine.

Job Overview

As our next Customer Onboarding Manager, you will be responsible for architecting a new customer-centric model that leverages AI and a "book-of-business" approach to accelerate time-to-value, drive revenue retention, and position our onboarding representatives as strategic advisors. You will lead a high-performing team, mentor and develop talent, and collaborate cross-functionally with key partners to ensure the onboarding vision aligns with broader company goals. Your contributions will directly impact blithequark's growth trajectory by ensuring our customers are successful from day one.

Key Responsibilities

• Lead a Strategic Transformation by driving our onboarding process to a globally consistent, outcome-focused, and strategic model.
• Mentor and Develop a high-performing team by upskilling managers and representatives, emphasizing consultative behaviors, value mapping, and milestone coaching. You will lead a change management program to foster cultural alignment and support mindset shifts within the team.
• Implement New Technologies and Processes by spearheading the adoption of new tools like Totango for improved visibility and milestone tracking, and leveraging AI to enable seamless handoffs and call preparation.
• Define and Monitor KPIs by establishing and tracking key performance indicators to measure the effectiveness of the onboarding program. This includes working with stakeholders to define new performance metrics and utilizing data to monitor team productivity, efficiency, and overall impact on customer outcomes.
• Collaborate Cross-Functionally with key partners in Marketing, Product, HR, and Enablement to ensure the onboarding vision aligns with broader company goals and to successfully execute strategic initiatives.
• Work on a hybrid schedule, coming into the office 1-2 days per week to collaborate with your team and key stakeholders.

Requirements and Qualifications

The ideal candidate will bring:

• 3+ years experience in leading Customer Success teams, preferably in a SaaS environment.
• A proven track record of leading and managing customer-facing teams through significant organizational change.
• An innovator who is not afraid to challenge the status quo and introduce a fresh, impactful approach to onboarding.
• Prior experience in a high-growth technology company where you've leveraged technology, particularly AI, to improve efficiency and strategic impact.
• A strong ability to define and implement data-driven strategies and performance metrics that directly impact customer outcomes.
• Exceptional collaboration and communication skills, with a proven ability to work effectively with cross-functional teams to achieve a shared vision.
• A passion for shifting mindsets from "task-oriented" to "outcome-oriented," with a proven ability to develop talent for the future.

Skills and Competencies

To be successful in this role, you will possess:

• Strong leadership and management skills, with the ability to motivate and inspire a high-performing team.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with cross-functional teams and stakeholders.
• A strong understanding of customer success principles and practices, with the ability to develop and implement effective onboarding strategies.
• Experience with AI and other technologies that enable seamless handoffs and call preparation.
• A data-driven approach to decision-making, with the ability to define and track key performance indicators.
• A passion for innovation and continuous improvement, with a willingness to challenge the status quo and introduce new ideas and approaches.

Career Growth and Development

At blithequark, we are committed to the growth and development of our employees. As a Customer Onboarding Manager, you will have access to a range of training and development opportunities, including:

• Professional development programs to help you build new skills and advance your career.
• Leadership development opportunities to help you build your leadership skills and prepare for future roles.
• Access to industry events and conferences to help you stay up-to-date with the latest trends and best practices in customer success.
• A supportive and collaborative work environment that encourages innovation, creativity, and continuous improvement.

Work Environment and Company Culture

At blithequark, we pride ourselves on our inclusive and diverse company culture. We believe that our differences are what make us strong, and we are committed to creating a work environment that is welcoming and supportive of all employees. As a Customer Onboarding Manager, you will be part of a dynamic and fast-paced team that is passionate about delivering exceptional customer experiences.

Perks and Benefits

We offer a range of perks and benefits to support the well-being and career development of our employees, including:

• Comprehensive health and wellness benefits to support your physical and mental health.
• Generous paid time off to help you recharge and maintain a healthy work-life balance.
• Professional development opportunities to help you build new skills and advance your career.
• A collaborative and supportive work environment that encourages innovation, creativity, and continuous improvement.
• Access to industry events and conferences to help you stay up-to-date with the latest trends and best practices in customer success.

Conclusion

If you are a motivated and experienced customer success professional who is passionate about delivering exceptional onboarding experiences, we encourage you to apply for this exciting opportunity. As a Customer Onboarding Manager at blithequark, you will be part of a dynamic and fast-paced team that is committed to innovation, continuous improvement, and customer success. Don't miss out on this opportunity to join a leading company in our industry and take your career to the next level.