Experienced Customer Success Manager, High Touch (Remote) – Driving Customer Journey and Lifetime Value through Proactive Engagement and Strategic Relationship Building

Introduction to blithequark

At blithequark, we are passionate about delivering an unparalleled customer experience that fosters trust, integrity, and long-term relationships. As a leader in the industry, we recognize the importance of building strong connections with our customers and providing them with tailored solutions to meet their unique needs. Our mission is to empower customers to achieve their goals through our innovative products and services, and we are committed to making a positive impact in the lives of those we serve.

Job Overview

We are seeking an exceptional Customer Success Manager, High Touch (Remote) to join our team at blithequark. As a critical member of our Customer Success team, you will play a vital role in driving customer journey and lifetime value by building trust, acting with integrity, and providing proactive engagement with our customers. Your primary objective will be to deliver an exceptional customer experience, drive adoption and product use, and identify opportunities for growth and expansion.

Key Responsibilities

• Serve as the primary point of contact and guide the overall relationship with customers, increasing adoption and product use to drive NPS, expansion, and renewal, working collaboratively with the blithequark team and stakeholders
• Work collaboratively across pillars of Customer Success, Go-to-Market, Operations, and blithequark leadership teams to identify and realize value and revenue opportunities for each of our customers
• Partner with blithequark's account executive, management, and other sales leaders to assure a value-selling based approach through the customer journey from point of sale through expansion and renewal
• Engage daily and voraciously with our customers' and your own performance metrics and data, leveraging all available datasets to fuel more effective and efficient work and customer engagements
• Establish regular cadence meetings (weekly, monthly, quarterly, etc.) with each customer to align and realign on business objectives, KPIs, product use and product opportunities, progression of customer compliance journey, and overall compliance status
• Conduct milestone meetings between customers and blithequark Customer Success pillars, expanding customer relationship networks between their teams and ours (solutions architecture, compliance experts) in order to identify and drive value based on customer objectives
• Conduct QBRs with executive and C-level team members from customer organizations and blithequark for our most strategic relationships
• Build and maintain a deep understanding of blithequark's platform and engage with customers about the most relevant features/functionality for their specific business needs
• Become a trusted advisor for customers around best practices for progressing their compliance journey with blithequark, establishing, nurturing, and expanding relationships within each customer organization in concert with relevant blithequark team members and stakeholders
• Leverage relationships, data/metrics, and team resources to proactively identify, assess, and flag risk, and collaborate with the team to mitigate and address it
• Help to grow mutual accountability between blithequark and its customers as we build product, service models, and continually improve our delivery and execution

Essential Qualifications

• 3+ years of experience in a Customer Success Management role and 5+ years in a customer-facing role overall
• BA/BS or Equivalent
• Power user/expertise in Slack, Zoom, Google Workspace/GSuite, and CRM systems (Catalyst, Salesforce, etc.) required
• Experience with Jira/ticketing, Gong, Sigma/data dashboards, Chili Piper/calendaring software, Notion preferred
• Experience in B2B SaaS required
• Security, Compliance, and/or GRC experience strongly preferred
• Empathetic, diplomatic, honest communicator, with demonstrable mastery of written and verbal communication
• Active listener and capacity to synthesize and take action on complex dialogue and information
• Data-fueled approach to CSM work, voracious learner
• Collaborative, coachable, constructive attitude
• Embody our ethos of 'Trust'
• Demonstrable previous successes in a high-growth environment
• Resilient and adaptable to change
• High capacity for managing, prioritizing, and balancing customer and organizational workload (meetings, tasks, administrative, email, project work, etc.)

Preferred Qualifications

• Experience working in a remote or distributed team environment
• Familiarity with blithequark's products and services
• Knowledge of industry trends and best practices in customer success
• Certifications in customer success or related fields

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Customer Success Manager, High Touch (Remote), you will have access to a range of training and development opportunities, including:

• Professional development opportunities, such as conferences, workshops, and online courses
• Personal development opportunities, such as mentorship programs and coaching
• Opportunities to work with cross-functional teams and collaborate with other departments
• Access to industry-leading tools and technologies
• A culture of continuous learning and improvement

Work Environment and Company Culture

At blithequark, we pride ourselves on our positive and inclusive company culture. As a remote team, we are committed to creating a collaborative and supportive work environment that fosters open communication, creativity, and innovation. Our company culture is built on the following values:

• Trust: We trust each other to do the right thing and to act with integrity
• Collaboration: We work together as a team to achieve our goals and to support each other
• Innovation: We encourage creativity and innovation in everything we do
• Customer-centricity: We are dedicated to delivering an exceptional customer experience
• Continuous learning: We are committed to ongoing learning and improvement

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package, including:

• A base salary range of $95,200 - $147,000, depending on experience and location
• Variable compensation, including bonuses and stock options
• A range of benefits, including healthcare, retirement savings, and paid time off
• Opportunities for professional development and growth
• A flexible and remote work environment

Conclusion

If you are a motivated and experienced Customer Success Manager looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. As a key member of our Customer Success team, you will play a critical role in driving customer journey and lifetime value, and will have the opportunity to work with a talented and dedicated team of professionals. Don't miss out on this chance to join a dynamic and growing company and to take your career to the next level. Apply now to become a part of the blithequark team!