Experienced Customer Success Manager – Enterprise Customer Relationships and Growth Strategist for blithequark's Merchant Services Team

Welcome to blithequark

At blithequark, we're passionate about empowering growing businesses to accomplish more with less. Our Accounts Receivable Efficiency Suite simplifies the invoice-to-cash process by automating invoicing, facilitating B2B payments, and streamlining cash application with AI. With native integrations with top ERPs and a self-serve payment portal, we enable businesses to collect payments efficiently and collaborate with customers and teammates to resolve complex issues. As a trusted partner to over 10,000 customers, we facilitate 110M+ transactions and $170B+ in payments volume annually.

Our Values

At blithequark, we live by a set of core values that guide our actions and decisions. These values include:

• ⭐️ We obsess over our customers, putting their needs above all else.
• ⭐️ We help each other, fostering a culture of collaboration and support.
• ⭐️ We embrace diversity, recognizing the value of different perspectives and experiences.
• ⭐️ We find better ways, continuously seeking to improve and innovate.
• ⭐️ We get things done, taking ownership and driving results.
• ⭐️ We own it, taking responsibility for our actions and their impact on our customers and the business.

About the Role

We're seeking an experienced Customer Success Manager to join our Merchant Services team at blithequark. As a trusted advisor to our enterprise customers, you will manage long-term relationships, develop a deep understanding of their business, and explore ways that blithequark's products can support their objectives. You'll leverage your expertise of the entire ERP system to anticipate and resolve problems, driving growth and retention through strategic account planning and customer advocacy.

Key Responsibilities

• Own the customer lifecycle: Seamlessly transition enterprise customers from their onboarding journey, focusing on long-term adoption and success, and growing the installed base revenue number. Run and maintain training and enablement sessions, regular cadence calls, and Executive Business Reviews (EBR's) with customers.
• Drive growth and retention: Build and maintain Strategic Account Plans in collaboration with your customers, including retention and growth strategies. Create shared KPI's that are reviewed, mapped, and measured.
• Advocate for the customer: Interact with sales, professional services, and product team members on projects to connect client wishes to the larger business strategy. Effectively represent your customers in driving product development for new integrations and features.
• Resolve customer problems: Maintain visibility into customer issues and requests in partnership with our Customer Care team, ensuring customers are updated regularly. Act as a point of escalation for high-severity requests and work cross-functionally to drive resolution.
• Propose improvements: Coordinate with other teams across our organization to propose scalable improvements to our customer journey. Identify problems that affect multiple clients and forecast what those trends mean for future churn.

Requirements

• 5+ years' experience in a SaaS-based Customer Success role.
• Background in Merchant Services with experience in a payment Acquirer, Payfac, and/or ISO environment.
• Bachelor's Degree in Business, Marketing, Communications, Economics, or a related field.
• Customer Obsession: Resolute focus on the needs of the customer above all. Views problems through the customer's lens first, basing decisions and prioritization around their needs. Asks curious questions to understand the 'why' behind customer needs and the impact to their business.
• Agility: Highly adaptive in the face of ambiguous and complex problems, taking a flexible and resourceful approach to new challenges. Able to seamlessly alternate between various tasks and roll with the punches when things change.
• Follow-through: High motivation, bias to action, and strong prioritization. Can work proactively and independently to bring all assigned work to completion with speed and accuracy.
• Empathy: Able to relate to others with a different view or experience. Quickly keys into the needs of customers or collaborators, demonstrating sensitivity in responding to challenges.
• Collaboration: Assertive with humility—able to lead change in a positive way. Maintains high standards for verbal and written communication and is always professional under pressure.
• Analytical thinking: Leverages experience and expertise to quickly identify and comprehend complex problems. Adept at understanding how technical things work and walking someone else through the details. Data-driven mindset, utilizing objective measures to assess success and improvement opportunities for customers.

Career Growth and Learning Benefits

At blithequark, we're committed to helping our team members grow and develop in their careers. As a Customer Success Manager, you'll have access to:

• Professional development opportunities, including training and mentorship programs.
• Cross-functional collaboration and exposure to different areas of the business.
• A culture of continuous learning and innovation, with a focus on staying up-to-date with industry trends and best practices.
• Opportunities for advancement and career growth within the company.

Work Environment and Company Culture

At blithequark, we pride ourselves on our dynamic and inclusive work environment. As a remote-friendly company, we offer:

• Flexible work arrangements, including remote work options.
• A collaborative and supportive team culture, with regular virtual social events and team-building activities.
• A commitment to diversity, equity, and inclusion, with a focus on creating a welcoming and inclusive environment for all employees.
• Access to cutting-edge technology and tools, with a focus on innovation and continuous improvement.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• A salary range that reflects your experience and qualifications.
• A comprehensive benefits package, including health, dental, and vision insurance.
• A 401(k) matching program, with a focus on helping you plan for your future.
• Generous paid time off, including vacation days, sick leave, and holidays.
• Access to employee perks and discounts, including discounts on our products and services.

Conclusion

If you're a motivated and customer-focused professional looking for a new challenge, we encourage you to apply for this exciting opportunity to join our team at blithequark. As a Customer Success Manager, you'll play a critical role in driving growth and retention, while also contributing to the development of our customer success strategy. Don't miss out on this chance to join a dynamic and innovative company that's shaping the future of payments and commerce. Apply today!