Experienced Customer Success Manager for US Market - Full Time Remote Opportunity at blithequark

Introduction to blithequark

At blithequark, we have always prioritized customer support, with an average response time of 20 minutes and 24/7 support. However, we recognize the importance of shifting from a reactive to a proactive approach, especially with our high-value customers. To achieve this, we are assembling a dedicated customer success team, and we are now seeking an experienced Customer Success Manager to lead our efforts in the US market.

About the Role

The US Customer Success Manager will play a crucial role in decreasing net MRR churn and gathering feedback from our customers to inform product development. This position is remote, allowing you to work from anywhere within the US. As a key member of our customer success team, you will be responsible for ensuring the growth of our US market through alignment with customer onboarding, VIP treatment for Enterprise clients, assisting customers in bad health, customer discovery, and gathering insights from churned customers.

Key Responsibilities

• Customer Onboarding: Ensure new customers realize maximum value from our tool through phone and email touchpoints, resolving potential issues, and offering training as needed.
• VIP Treatment for Enterprise Clients: Provide "white glove" service to our Enterprise clients, anticipating and addressing any churn risks.
• Assisting Customers in Bad Health: Identify and reach out to customers with low product usage, understanding the reasons and taking necessary actions to improve their experience.
• Customer Discovery/Interviews: Gather insights from customers to inform our product roadmap, proposing longer-form interviews in exchange for incentives.
• Gathering Insights from Churned Customers: Understand the reasons behind customer churn, using this information to reduce future churn.
• Promoting New Features/Modules/Add-ons: Present new product features, modules, and add-ons to existing customers, identifying potential upselling opportunities.

Training and Development

To excel in this role, you will undergo extensive training, lasting approximately 4-6 months, to gain in-depth knowledge of our product, API ecosystem, support tools, competitive landscape, and clients. This training will be conducted through a combination of customer support, sales demos, and collaboration with our existing customer success team.

Your Profile

To be successful in this role, you should have:

• At least 2-3 years of experience in customer success, support, or sales at a self-service B2B SaaS business.
• Impeccable English language skills, with another language being a plus.
• Familiarity with tools like Salesmachine and Intercom.
• A strong passion for customer service, with excellent communication and problem-solving skills.
• Comfort with calls, live demos, and answering questions or addressing objections.
• Strong organizational skills, with the ability to prioritize tasks and adjust to a fast-paced environment.
• Experience in the social media industry is a significant advantage.
• A strong team player with a self-starter mentality, thriving in a multitasking environment.
• Eagerness to learn, adapt, and perfect your work, seeking help and applying it effectively.

Why Join blithequark?

At blithequark, we prioritize collective success and the well-being of our employees. We offer:

• Remote-friendly work arrangements.
• A great atmosphere, with regular retreats.
• Motivating remuneration and benefits.
• Respect for work-life balance, with 20 paid vacation days, 5 sick and personal paid days, 10 bank holidays, and an extra paid day per year spent (capped at 4).
• Participation in health insurance, dental and vision coverage, 401k, and HSA.
• Career development opportunities.
• A 5-star Glassdoor rating.

About blithequark

blithequark is a leading Social Media Management platform, enabling agencies, businesses, and marketers to manage social media messages, schedule and publish content, identify key influencers, monitor social channels, and generate stunning reports. With over 8,000 customers worldwide, blithequark is a profitable company consistently rated as a 'High Performer' by industry experts and customers alike.

Our Culture

We are a group of highly motivated, hard-working individuals working across 14 countries and 4 continents. We derive happiness and joy from our work, empowering our teammates to reach their professional and personal goals. We are nimble, lean, and humble, but we think and dream big. While most of us work remotely, we foster a culture where every colleague seems just a cubicle and click away.

Diversity and Inclusion

blithequark is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We are committed to providing employees with a work environment free of discrimination and harassment.

Conclusion

If you are a motivated and experienced customer success professional looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. Join our team and contribute to our mission of providing exceptional customer experiences and driving business growth.