Experienced Customer Success Manager – Cybersecurity and SaaS Customer Experience Expert

Welcome to blithequark

blithequark is a pioneering force in the cybersecurity landscape, dedicated to empowering security researchers worldwide with innovative, open-source tools like truffleHog. This powerful tool enables the discovery of leaky API keys, facilitating responsible disclosure to affected companies and preventing costly breaches. By doing so, blithequark not only contributes to a more secure digital environment but also provides income opportunities through bug bounty platforms for individuals who might face challenges in finding employment otherwise.

Since its inception in February 2021, blithequark has been steadfast in its commitment to the open-source community and to fostering a collaborative environment with security researchers globally. The company's mission is rooted in the belief that by providing free and open resources, it can support those who strive to make the world a more secure place. blithequark is now seeking a dedicated professional to join its team in the role of Customer Success Manager, someone who shares its vision and is passionate about preventing credential leaks and advancing machine identity protection.

About the Role

As a Customer Success Manager at blithequark, you will embody the voice of the customer, playing a pivotal role in shaping the customer experience for truffleHog users. Your expertise will be invaluable in guiding security teams, engineers, and leadership at enterprise companies to secure their environments effectively and maximize the potential of blithequark's products. This high-impact position requires a unique blend of technical acumen, strategic thinking, and interpersonal skills, as you will be responsible for the onboarding, adoption, retention, and expansion of blithequark's customer base.

Your day-to-day will involve developing strong, trusted relationships with customers, providing them with technical guidance, and acting as their advocate within blithequark. You will work closely with cross-functional teams, including sales, engineering, and product development, to drive customer success and ensure that customer feedback influences product improvements. If you are a motivated individual with a passion for cybersecurity and customer success, this role offers the opportunity to make a significant impact in a rapidly evolving field.

Key Responsibilities

• Customer Onboarding & Training: Ensure a seamless onboarding experience for customers, equipping them with the necessary knowledge and best practices to succeed with blithequark's products.
• Account Management & Retention: Foster long-term relationships with customers, driving adoption, renewals, and account growth through tailored support and strategic guidance.
• Technical Enablement: Serve as a strategic advisor to customers, helping them navigate security best practices and maximize their investment in blithequark's solutions.
• Proactive Support & Issue Resolution: Identify potential challenges proactively and collaborate with internal teams, such as Engineering and Technical Support, to ensure swift and effective issue resolution.
• Customer Advocacy: Gather feedback from customers, identify trends, and influence product improvements based on real-world use cases, ensuring that the voice of the customer is heard and valued within blithequark.
• Expansion & Upsell Opportunities: Partner with the Sales team to identify opportunities for expansion and increased product adoption, contributing to the growth and success of blithequark's customer base.

What We're Looking For

To excel in this role, you should have:

• 4+ years of experience in Customer Success, Account Management, or a related field, preferably within a B2B cybersecurity or SaaS company.
• Strong technical acumen, with ideal experience in security tools, DevSecOps, cloud security, or developer tooling.
• Excellent communication skills, with the ability to translate complex technical concepts into actionable insights for customers.
• A proactive and customer-centric mindset, with a proven track record of driving renewals and expansion.
• Experience with CRM tools (such as Salesforce) and customer success platforms (with a bonus for experience with Vitally).
• The ability to balance multiple priorities with a high level of autonomy, working effectively in a fast-paced environment.

Skills and Competencies

Beyond the technical skills and experience, the ideal candidate will possess:

• Strategic Thinking: The ability to develop and implement strategic plans that drive customer success and business growth.
• Collaboration & Teamwork: A proven ability to work effectively with cross-functional teams, including sales, engineering, and product development.
• Adaptability & Flexibility: The capacity to adapt to changing customer needs and priorities in a dynamic cybersecurity landscape.
• Leadership & Initiative: The willingness to take initiative, lead by example, and contribute to the growth and development of the Customer Success team.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our team members. As a Customer Success Manager, you will have access to:

• Professional Development Opportunities: Training, workshops, and conferences to enhance your skills in customer success, cybersecurity, and leadership.
• Mentorship Programs: Guidance from experienced professionals in the field, providing valuable insights and support in your career journey.
• Cross-Functional Collaboration: The opportunity to work closely with various teams, gaining a deeper understanding of the business and developing a holistic approach to customer success.

Work Environment and Company Culture

blithequark prides itself on fostering a culture of:

• Mentorship, Equity, and Psychological Safety: A supportive environment where everyone feels valued, heard, and empowered to contribute their best work.
• Collaboration and Open Communication: Transparent and open communication channels that encourage feedback, ideas, and innovation.
• Flexibility and Autonomy: A flexible, remote work environment that trusts employees to manage their time effectively and prioritize their well-being.

Compensation, Perks, and Benefits

blithequark offers a competitive compensation package, including:

• Salary Range: A target salary range of $120,500 to $141,500, with the potential for incentive pay based on performance.
• Meaningful Equity: The opportunity to own a part of blithequark, aligning your long-term goals with the company's success.
• Comprehensive Benefits: Medical, dental, and vision coverage, with a significant portion of premiums covered for you and your dependents.
• Flexible Paid Time Off: Generous paid time off, including 14 paid holidays, to ensure you have the time you need to recharge and pursue your interests.
• Remote Work Stipend: Support for setting up and maintaining your remote workspace, including an $800 new hire stipend and a monthly stipend for ongoing expenses.
• Health & Wellness Stipend: An annual stipend of $1,200 to support your physical, mental, and emotional well-being.
• Learning & Development Stipend: $2,000 annually to invest in your professional growth, whether through courses, certifications, or attending industry conferences.
• 401(k) Match: A 100% match on the first 6% of your 401(k) contributions, helping you build a secure financial future.

Conclusion

If you are a motivated and experienced customer success professional looking to make a meaningful impact in the cybersecurity sector, we invite you to join blithequark on its mission to secure the digital world. With a strong commitment to open source, community, and customer success, blithequark offers a unique opportunity for growth, learning, and contribution. Apply now to become a part of a dynamic team that is shaping the future of cybersecurity.

We welcome applicants from all backgrounds and walks of life. If our mission resonates with you, and you're eager to contribute to a more secure internet for all, please apply, even if you don't meet every criterion. We're committed to fostering an inclusive, equitable, and psychologically safe workplace and look forward to hearing from you.