Experienced Senior Customer Success Manager for Strategic Accounts – Higher Education Technology and AI-Powered CRM Solutions

Introduction to blithequark

At blithequark, we are revolutionizing the way higher education institutions engage, recruit, and enroll students through our innovative, AI-powered, all-in-one CRM and Admissions Marketing Platform. This cutting-edge solution is designed to meet the evolving needs of modern higher education, providing a scalable and data-driven approach to student recruitment and enrollment. As a leader in the education technology sector, blithequark is committed to making a positive impact on the lives of students and the institutions that serve them.

About the Role

We are seeking an exceptional Senior Customer Success Manager to join our team, focusing on strategic accounts and large, complex institutional partnerships. As a Senior Customer Success Manager, you will be responsible for ensuring high adoption, retention, and expansion of our platform among our key clients. You will act as the primary point of contact for these strategic accounts, overseeing contract execution, implementation, and long-term customer success. If you have a proven track record in enterprise customer success, strategic account management, and consultative growth strategies, this is an opportunity to make a significant impact at blithequark.

Key Responsibilities

As a Senior Customer Success Manager at blithequark, your key responsibilities will include:

• Fostering strong relationships with clients and stakeholders as the primary point of contact, at both the school and state system level.
• Partnering with the client's core team to identify and prioritize their key needs and objectives.
• Providing strategic consulting for full-cycle student engagement, including personalized communication, targeted outreach campaigns, lead generation, and application management.
• Acting as the point of contact for the System Office.
• Overseeing the implementation and management of the client’s contract across all participating schools to ensure positive customer satisfaction and adoption of blithequark's platform.
• Leading the day-to-day execution of client projects in collaboration with the project team (Customer Success Managers and Engagement Strategists).
• Monitoring project activities, resourcing, and timelines to achieve successful conclusions.
• Developing and managing project plans in collaboration with the client's team.
• Ensuring adherence to KPIs such as on-time delivery, NPS scores, and product usage.
• Conducting discovery sessions with clients and using the information for the implementation, setup, and configuration of blithequark's platform, including building student journeys, communication workflows, AI tools, and system integrations.
• Documenting current processes and mapping best practices for the desired future state, aligned with industry standards and regulatory requirements.
• Continuously optimizing and making recommendations to improve the student journey, communication plans, and enrollment processes within the platform.
• Conducting assessments of the institution's current recruitment and enrollment business processes, identifying areas for improvement and adoption of best practices.
• Providing regular updates, progress reports, and presentations to stakeholders on the project's status and outcomes.
• Collaborating with the Customer Success Manager and Engagement Strategist.
• Working closely with internal teams, including sales, product development, and customer support, to ensure seamless service delivery.
• Maintaining an updated resource schedule and providing regular reports and updates to leadership.
• Developing Managed Services documentation, processes, and playbooks to include but not limited to Discovery and Requirements Gathering sessions, Current State Analysis, Client audits and Benchmarks, Future State Process Design frameworks.

Essential Qualifications

To be successful in this role, you should have:

• A minimum of 7 years of experience in a customer-facing role, ideally in SaaS environments.
• A proven track record of success in managing and growing high-value, strategic accounts.
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
• Excellent communication, relationship management, and presentation skills.
• Experience with customer success methodologies and tools (e.g., Salesforce, Gainsight) is a plus.
• Strategic thinking and the ability to develop and execute winning customer success plans.
• A passion for building trust and exceeding customer expectations.
• A Bachelor’s degree is required.

Preferred Qualifications

While not required, the following qualifications are preferred:

• Experience in the higher education sector or a related field.
• Knowledge of AI-powered CRM and Admissions Marketing Platforms.
• Familiarity with industry trends and best practices in student recruitment and enrollment.
• Certifications in customer success or related fields.

Skills and Competencies

To excel in this role, you should possess the following skills and competencies:

• Strong relationship-building and management skills.
• Ability to understand clients' business needs and goals.
• Experience in developing and implementing strategic account plans.
• Ability to identify opportunities for growth and expansion within accounts.
• Strong analytical and problem-solving skills.
• Excellent communication and presentation skills.
• Ability to work collaboratively with internal teams.
• Strong leadership and guidance skills for junior team members.
• Ability to stay current on industry trends and best practices.

Career Growth Opportunities and Learning Benefits

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

• Ongoing training and professional development opportunities.
• Mentorship and coaching from experienced leaders.
• Opportunities for career advancement and growth within the company.
• A collaborative and dynamic work environment that fosters innovation and creativity.

Work Environment and Company Culture

blithequark is a fast-growing company that values diversity, inclusion, and equality. Our company culture is built on the following principles:

• Impactful not Immediate: We prioritize and invest in initiatives that will be most impactful.
• Progress before Perfection: We are action-oriented people who are empowered to make decisions and achieve our goals.
• Learners before Masters: We are curious and humble people who strive to constantly improve.
• Together not Alone: We rally behind each other and pitch in to support the greater whole.
• Customer Success not Support: We solve partner goals and prioritize their success.

Compensation, Perks, and Benefits

blithequark offers a competitive salary and benefits package, including:

• Competitive salary and benefits (Medical, Dental, Vision, Disability, and More).
• 401k plan with a 4% employer match available after 3 months of employment.
• Work from home anywhere in the US.
• Paid parental leave.
• Time to Relax - 10 company holidays and 20 days of paid time off.
• Opportunity to do work that matters and makes a positive impact on students going to college.

Conclusion

If you are a strategic, results-driven leader with a passion for managing high-value customer relationships, we want to hear from you! As a Senior Customer Success Manager at blithequark, you will have the opportunity to make a significant impact on the success of our clients and the growth of our company. Apply now to join our team and be a part of a dynamic and innovative company that is changing the face of higher education.