Director of Customer Success – Strategic Leader for Exceptional Client Experience and Team Development at blithequark

Introduction to blithequark and the Industry

blithequark is a pioneering force in the veterinary services and software industry, dedicated to enhancing the lives of animals and the professionals who care for them. As a leader in this field, we recognize the importance of customer success in driving our mission forward. The veterinary industry is rapidly evolving, with technological advancements and changing pet owner expectations creating new opportunities for growth and innovation. At blithequark, we are committed to staying at the forefront of these developments, ensuring that our products and services meet the highest standards of quality, reliability, and customer satisfaction.

Job Summary

We are seeking an experienced and visionary Director of Customer Success to lead our Customer Success team at blithequark. This pivotal role requires a strategic leader who can build trusted partnerships with our customers, manage and inspire a high-performing team, and ensure exceptional activation, retention, and expansion rates. The ideal candidate will excel in a fast-paced, collaborative environment and be dedicated to the success of veterinary organizations. If you are passionate about making a difference in the lives of animals and the people who care for them, we invite you to join our team.

Key Responsibilities

As the Director of Customer Success at blithequark, your key responsibilities will include:

• Inspiring and developing a team of Customer Success professionals, ensuring they achieve individual and team objectives through mentorship, coaching, and performance management.
• Establishing and maintaining strong relationships with key customers, demonstrating the value of our products and services and identifying opportunities for growth and expansion.
• Developing and enhancing strategic motions to best-serve individual veterinary clinics, large enterprise clinic networks, and industry partners in a way that puts the customer first and is mutually beneficial to blithequark and its customers.
• Leading churn mitigation efforts, using data to inform decisions and conduct quarterly risk reviews to identify potential issues and develop proactive solutions.
• Prioritizing proactive engagement, driving customer activation, retention, and expansion through well-documented workflows and regular updates to ensure seamless communication and exceptional customer experience.
• Working closely with cross-functional teams to align on customer goals and deliver seamless service, fostering a collaborative and customer-centric culture across the organization.

Customer Onboarding & Activation

A critical aspect of this role is refining our strategy around onboarding of customers, improving product utilization and satisfaction. This will involve:

• Collaborating with the sales team to ensure a smooth handoff to the customer success team, ensuring that customers receive a cohesive and comprehensive onboarding experience.
• Commanding the customer value proposition and leveraging data within the platform to facilitate value-driving customer interactions and identify opportunities for growth and expansion.
• Developing and implementing a comprehensive onboarding program that includes training, support, and regular check-ins to ensure customers are successfully integrated with our products and services.

Post-Activation

After onboarding, your focus will shift to creating, implementing, and tracking post-onboarding account management motion to ensure continued product engagement and usage within the customer's first 90-days. This will involve:

• Developing and executing a strategic plan to drive customer retention and expansion, including regular communication, training, and support to ensure customers are achieving their goals with our products and services.
• Identifying opportunities for upselling and cross-selling, and working with the sales team to develop and execute a sales strategy that meets the customer's evolving needs.
• Continuously monitoring and evaluating customer health, using data and feedback to inform decisions and drive improvements in our products and services.

Customer Relationship Management

As the Director of Customer Success, you will also be responsible for managing select high-value customer relationships to drive customer satisfaction and continued product adoption and usage. This will involve:

• Developing and implementing a customer expansion motion to identify opportunities for growth and expansion, and working with the sales team to develop and execute a sales strategy that meets the customer's evolving needs.
• Building and maintaining strong relationships with key decision-makers and stakeholders, ensuring that customers are satisfied with our products and services and are achieving their goals.
• Identifying and mitigating potential risks and issues, using data and feedback to inform decisions and drive improvements in our products and services.

Essential and Preferred Qualifications

To be successful in this role, you will need:

• At least 7 years of experience in customer success or a related field, with at least 3 years in a leadership role, preferably within a SaaS company.
• Demonstrated success in leading and scaling a customer success team, including hiring, training, and developing team members.
• Strong proficiency in using Salesforce for tracking customer interactions and creating actionable insights.
• Proven ability to build and sustain customer relationships that drive retention and growth.
• Experience in conducting structured risk reviews and translating findings into strategic actions.
• Experience driving cross-sell and upsell initiatives, contributing to secondary revenue goals.
• Preferred background in animal health, veterinary services, veterinary software, or related industries.

Skills and Competencies

The ideal candidate will possess:

• Leadership and Team Development: Ability to lead, inspire, and develop a high-performing team, fostering a collaborative and high-performance culture.
• Customer Relationship Management: Expertise in building and nurturing long-term customer relationships.
• Data-Driven Decision Making: Proficient in analyzing data to inform strategies and improve customer outcomes.
• Strategic Thinking: Ability to develop and communicate a clear strategic vision for the Customer Success function.
• Cross-Functional Collaboration: Skilled in working with various departments to ensure a cohesive and comprehensive approach to customer success.
• Communication: Excellent verbal and written communication skills for clear and effective interaction with customers and internal teams.
• Risk Mitigation: Extensive experience in identifying, assessing, and mitigating customer risks using a data-driven approach.
• Project Management: Highly organized with the ability to manage multiple projects and priorities simultaneously.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As the Director of Customer Success, you will have opportunities to:

• Develop and execute a comprehensive customer success strategy that drives business growth and customer satisfaction.
• Lead and mentor a high-performing team, fostering a collaborative and high-performance culture.
• Collaborate with cross-functional teams to drive business outcomes and customer success.
• Stay up-to-date with industry trends and developments, attending conferences and training sessions to enhance your skills and knowledge.
• Pursue career advancement opportunities, including leadership roles and specialized positions.

Work Environment and Company Culture

At blithequark, we pride ourselves on our collaborative and customer-centric culture. Our team is passionate about making a difference in the lives of animals and the people who care for them, and we are committed to creating a work environment that is supportive, inclusive, and fun. As the Director of Customer Success, you will be part of a dynamic and fast-paced team that is dedicated to delivering exceptional customer experiences and driving business growth.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• A base salary of $150,000 - $160,000 per year.
• A target annual bonus, tied to performance and business outcomes.
• A comprehensive benefits package, including 401k matching, medical, dental, and vision healthcare coverage, generous PTO policy, paid holidays, volunteer time off, and paid parental leave.
• Opportunities for career growth and development, including training, mentorship, and leadership development programs.
• A dynamic and supportive work environment, with a team that is passionate about making a difference in the lives of animals and the people who care for them.

Conclusion

If you are a strategic leader with a passion for customer success and a commitment to making a difference in the lives of animals and the people who care for them, we invite you to join our team at blithequark. As the Director of Customer Success, you will play a critical role in driving business growth, customer satisfaction, and team development, and will have opportunities to grow and develop your career in a dynamic and supportive environment. Apply today to take the first step in an exciting and rewarding career with blithequark!