Experienced Customer Success Manager – Delivering Exceptional Service and Driving Business Growth through Strategic Relationship Building and Account Management

Introduction to blithequark

blithequark is a pioneering force in the realm of supply chain sustainability, dedicated to empowering top-tier manufacturers with comprehensive solutions tailored to their unique needs. As a leader in the industry, we recognize the importance of hidden risks within supply chains and strive to provide expert insights and tools to mitigate these challenges. With a strong foundation built on trust, innovation, and a commitment to excellence, blithequark has achieved remarkable milestones, including crossing the US$100M ARR threshold, a testament to our unwavering dedication to sustainability and customer success.

About Our Journey and Mission

Our journey from $5 million to US$100M ARR in just eight years is a story of significant growth, achievements, and a relentless pursuit of excellence. With a substantial $350 million US funding led by Vista Equity Partners, we are poised for even greater expansion, seeking outstanding individuals to join our mission-driven team. At blithequark, we pride ourselves on embracing a remote-first work model, valuing flexibility and autonomy while acknowledging the benefits of occasional in-person collaboration. Our global offices and co-working spaces serve as hubs for innovation and connection, fostering a sense of community among our diverse team members.

Job Description

We are seeking an experienced Customer Success Manager to play a pivotal role in delivering our services to customers, working closely with them to define and execute project plans from inception to completion. This position requires a broad spectrum of skills, including impeccable attention to detail, excellent interpersonal skills, and the ability to guarantee program success and deliver exceptional service to our valued customers. The ideal candidate will be highly organized, possess a deep understanding of customer health metrics and retention strategies, and be adept at managing an assigned book of business.

Key Responsibilities

• Develop and nurture lasting relationships with customers, serving as a trusted advisor throughout the customer lifecycle journey, and defining compliance programs from start to finish in collaboration with our Program Support teams.
• Actively manage client relationships and lifetime value, helping clients realize the economic value of their subscriptions to preserve and grow revenue.
• Oversee the overall Customer Health and associated performance metrics for an assigned book of business, ensuring proactive anticipation and support of client tasks.
• Lead high-level strategic planning sessions with customers, including Executive Business Reviews, to align solutions with customer challenges, optimize business value, and increase product adoption.
• Conduct program reviews to gain a deep understanding of customer needs, status, gaps, and next steps, and analyze program results to identify additional strategies and opportunities for improvement.
• Identify client goals and success metrics, ensuring quality product configuration during implementation and conducting regular progress check-ins.
• Support the Sales team in ongoing renewal management of owned accounts to meet renewal targets.
• Take on special projects to enhance customer success management processes and serve as a peer partner to new team members as required.
• Coordinate user permissions in the blithequark platform with Platform Operations and advocate for client success, growth, and the creation of strong customer references and referrals.
• Possess intermediate regulatory knowledge to consult with clients on program direction and work with Product Management to identify and drive improvements in product offerings, processes, systems, and tools.
• Maintain up-to-date communications, conversations, and correspondence with blithequark clients in the CRM and be familiar with corporate security policies, following guidance set out by processes and procedures.

Qualifications

To excel in this role, you will possess excellent oral and written communication skills in Korean and English, with additional languages considered an asset. A University, College, and/or Post Graduate Certificate in a related area of study or equivalent working experience is required. You will have a minimum of 3 years of related work experience in customer success, project management, and/or consulting roles, or an equivalent/transferrable field, with a working knowledge of consultative customer management and/or project management roles.

Essential Skills and Competencies

• Solid interpersonal skills, with the ability to build stable relationships in a collaborative environment with diverse stakeholders.
• Excellent time management and organizational skills, with the ability to effectively prioritize and execute on multiple tasks for various client accounts and internal stakeholders.
• Strong problem-solving skills, with the ability to anticipate, understand, and respond to the needs of others and communicate proactively.
• Proficiency in MS Office Suite and Google Applications, with intermediate Microsoft Excel skills and the ability to harness the power of pivot tables and lookup functions for data management and analysis.
• An insatiable thirst for knowledge, with a motivation to learn and keep up-to-date with changing regulations and industry trends.
• Maturity, poise, and professionalism, with the ability to work in a fast-paced environment and adapt to changing priorities.
• Emotional intelligence, with self-awareness, the ability to see things from various points of view, and self-regulation.
• A strong team player mentality, with a willingness to lend a helping hand and contribute expertise to support business goals.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to fostering a culture of lifelong learning, providing our team members with professional development days, flexible work options, and opportunities to get involved in corporate giving initiatives. We believe in growing and sustaining an environment where our team members feel included, valued, and heard, with a strong focus on diversity, equity, and inclusion. Our Diversity and Inclusion Working Group and Employee Resource Groups (ERGs) guide and champion our practices, ensuring a culture of belonging where all team members are treated with dignity and respect.

Work Environment and Company Culture

Our remote-first work model offers flexibility and autonomy, with occasional in-person workdays at our global offices and co-working spaces. We prioritize wellness, providing vacation time that increases with tenure, comprehensive benefits packages, life leave days, and more. Financial benefits include a competitive base salary, corporate bonus program, retirement savings options, and more. We encourage our team members to pursue their passions, with opportunities for volunteer days, corporate giving initiatives, and professional development.

Compensation, Perks, and Benefits

At blithequark, we offer a comprehensive compensation package, including a competitive base salary, corporate bonus program, and retirement savings options. Our benefits package includes vacation time, life leave days, and comprehensive health insurance. We also provide opportunities for professional development, flexible work options, and a culture of lifelong learning. As a valued member of our team, you will have access to a range of perks and benefits, including volunteer days, corporate giving initiatives, and a dynamic work environment that fosters growth, innovation, and collaboration.

Conclusion

If you are a motivated and experienced customer success professional looking to join a dynamic and mission-driven team, we encourage you to apply for this exciting opportunity. As a Customer Success Manager at blithequark, you will play a critical role in delivering exceptional service to our valued customers, driving business growth, and contributing to our company's continued success. With a strong focus on diversity, equity, and inclusion, a commitment to lifelong learning, and a culture of belonging, we invite you to join our team and be part of our journey towards a more sustainable future.