Senior Full Stack Customer Success Operations Manager – Digital Transformation and Customer Journey Expert
About blithequark
blithequark is a Series B-funded startup revolutionizing the future of product research for modern teams. As a fully remote team working across 35+ countries, we're backed by some of the world's best funds and are committed to building an equitable, inclusive, and authentic workspace. Our mission is to empower any company to build the right products faster by making user insights available at the speed of product development.
At blithequark, we believe that companies that win are those that incorporate user insights at every stage of product development. Our platform is designed to put researchers, designers, and product managers at the center of every decision, enabling them to collect and share user insights when needed most. With blithequark, companies can recruit the right participants effortlessly, conduct research autonomously, and analyze user insights that drive actual decisions.
As a leader in the user research market, blithequark is poised for disruption. We're committed to eliminating the compromise between rapid development without user insights and investing months into research before bringing products to market. Our goal is to make user research accessible to all, regardless of company size or maturity.
About the Role
The Senior Customer Success Operations Manager will play a key role in helping blithequark scale as our customer base grows and we invest further in our Commercial (SMB) customer segment. To support this growth, we're looking for someone with strong data skills and a deep understanding of Customer Success practices who enjoys building and iterating on programs. This role will impact two critical aspects of the Customer Success function at blithequark:
Building an end-to-end digital customer journey for the Commercial account segment. This will include partnering with the Manager of CS Programs to design the journey and being responsible for executing and monitoring the impact of the programs over time. The goal is to enable blithequark to allocate human effort to high-impact customer touchpoints and drive a high rate of platform adoption and customer retention.
Supporting Customer Success Managers. The role will identify ways to improve efficiency and consistency across the CSM team by adapting digital programs to complement CSM's high-touch engagements with customers. This will also involve building and maintaining customer-facing assets leveraged by CSMs and working closely with the business operations team to ensure the CS function has access to reporting to understand account health and trends.
What You’ll Do
Work closely with the Manager, Customer Success Scale Programs to co-design the Customer Success journey and build automated customer touchpoints, including emails and webinars.
Own CS tooling administration, which includes creating dashboards, alerts, and playbooks to create account health visibility and scale CSM efforts.
Create and maintain customer-facing documents related to onboarding, CBRs, renewals, and success planning to increase CSM efficiency and consistency.
Collaborate with the business operations team to track indicators of risk, renewal, and upsell and analyze data to provide recommendations.
Maintain data hygiene in CS tooling and ensure data alignment across the go-to-market toolset.
What You’ll Need
You are a problem solver who takes initiative and thrives on building and executing well-designed processes.
You have 3+ years of experience as a CS Ops Manager or Programs Manager and have previously designed and executed on an end-to-end CS Ops program.
You have data fluency and are familiar with tools like Omni, Looker, Salesforce, and Excel or similar.
You’ve acted as the Admin of a Customer Success tool like ChurnZero, Gainsight, or similar.
You’re familiar with CS strategies that will inform how you develop playbooks and other relevant assets for various customer segments.
You can collaborate well cross-functionally to support the CS team and complement business operations.
Bonus Points
You have previous experience with the UX Research persona.
You’re familiar with SQL.
Inclusivity and Pay
At blithequark, we value transparency and approach compensation equitably across the world. We're informed by data and regularly check our salary ranges against other venture-backed companies. Our compensation packages include a range of benefits, and we're proud to offer a holistic and generous benefits offering. We typically target the low-mid point of the salary range to allow room for growth within the role. Your salary is dependent upon many factors, including years of experience, expertise, etc. During your first interview, you can expect to have an open conversation with your recruiter regarding your compensation expectations.
Why blithequark is Unique
Early-stage startup: You will join an early-stage startup with less than 150 team members, giving you the unique opportunity to directly impact success and help shape the future of blithequark.
Market disruption: We believe that the way companies build products is fundamentally broken, and the user research market is ripe for disruption. blithequark is leading the charge in making user research accessible to all.
Product-market fit: blithequark is used by 100,000+ brands across 4,000 companies, from SMB to enterprises, and in the last fiscal year, we saw 6.5M questions answered, supporting 25K decisions.
Benefits
Health insurance with international coverage, vision, and dental: 100% of the team member premium paid.
Free access to proper mental health care, unlimited virtual therapy sessions, and 24/7 access to resources.
Life and Disability Insurance, 100% of the team member premium paid.
Flexible time off.
Meaningful equity.
Company retreats, fully paid for by blithequark.
New MacBook (laptop), paid for by blithequark.
Paid Family leave: 16 weeks for birth or adoptive parents.
$500/month to be used for dependent health insurance coverage.
$1,500 remote work setup fund to ensure you can set up a productive work space.
Flexible work schedule where you manage your own working hours.
Monthly Bonus.ly points that are awarded to others to recognize teamwork, dedication, and helpfulness - points can be cashed out for gift cards and more.
Virtual social engagements randomly throughout the year.
SWAG, we have some really cool swag.
Open, transparent culture that includes virtual: coffee chats, bi-weekly all-hands meetings, and more.
Conclusion
If you're a motivated and experienced Customer Success Operations Manager looking to join a dynamic and growing company, we encourage you to apply for this exciting opportunity. At blithequark, we're committed to building a diverse and inclusive team and are excited to hear from candidates who share our passion for user research and customer success. Don't miss out on the chance to join our team and help shape the future of product research.
Apply now to become a part of our innovative and fast-paced team and take your career to the next level. We look forward to hearing from you and exploring how you can contribute to the success of blithequark.
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