Experienced Customer Success Manager – Driving Business Growth and Customer Retention through Strategic Account Management and Solution Implementation

Introduction to blithequark

At blithequark, we are revolutionizing the way businesses approach localization and translation. As a leading provider of cloud-based, AI-enabled translation platforms, we empower teams to collaborate in real-time to create experiences that customers love. With a strong foundation built over 14 years, blithequark is poised for continued growth and expansion, backed by a global technology-focused investment firm. We are seeking a highly skilled and motivated Customer Success Manager to join our team and play a critical role in driving business growth and customer retention.

Job Overview

As a Customer Success Manager at blithequark, you will be responsible for ensuring the success and satisfaction of our customers. Your primary goal will be to rapidly onboard new customers, ensure they deeply leverage our solution, and meet their business objectives throughout the customer lifecycle. You will work closely with our Sales, Marketing, Professional Services, and Product teams to deliver exceptional customer experiences and drive significant value from our platform.

Key Responsibilities

• Lead the onboarding process for new customers, ensuring they are successfully integrated with our solution and achieving their success goals
• Develop and implement effective communication strategies to keep customers informed about product and industry updates, and provide training and education throughout the onboarding process
• Build strong relationships with customers, assessing their requirements, resolving problems, and anticipating future needs to ensure long-term satisfaction and retention
• Collaborate with internal teams to develop and implement account planning strategies, driving retention, product adoption, and growth
• Establish trusted advisor relationships with key stakeholders, aligning our solution with their business strategy and ensuring maximum value realization
• Manage the renewal process for a portion of your book of business, identifying opportunities for expansion and up-sell
• Lead business review meetings to articulate the value of blithequark and customer performance against goals, encouraging adoption and expansion across the customer's organization
• Facilitate business process optimization workshops and participate in blithequark events for customer marketing activities

Essential Qualifications

• Minimum 3 years of experience in a B2B customer success, client services, or account management role
• Knowledge of the SaaS business model and experience supporting SaaS solutions for midmarket and enterprise business customers
• Ability to manage multiple customer relationships, prioritize tasks, and stay organized in a fast-paced environment
• Experience managing contract renewals and up-sells, with a proven track record of success
• Strong analytical and problem-solving skills, with the ability to stay calm in the face of technical and customer challenges
• Excellent communication and interpersonal skills, with the ability to network and manage relationships across multiple functions within a global customer organization
• Business acumen and experience leading and preparing customer presentations and meetings, including working with and manipulating data for value-driven presentations
• Bachelor's degree or equivalent work experience
• A home office setup conducive to working remotely, with a strong internet connection, quiet space, and professional background

Preferred Qualifications

• Experience with translation, localization, and internationalization processes
• An understanding of modern software development processes, such as continuous delivery

Skills and Competencies

• Results-focused, with a strong emphasis on professional and personal growth
• Enthusiastic and energetic, with a positive attitude and ability to work effectively in a remote team environment
• Analytical thinker, with a solution-oriented approach to problem-solving
• Strategic, with the ability to translate high-level strategies into practical implementation plans
• Leader, with excellent judgment and a proactive approach to issue resolution
• Customer-focused, with a passion for delivering exceptional customer experiences and driving long-term satisfaction and retention
• Detail-oriented, with superb organizational skills and attention to detail
• Team player, with the ability to work effectively and cross-functionally within all levels of management, both internally and externally

Career Growth and Learning Benefits

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

• Comprehensive onboarding program, designed to ensure your success in the role
• Ongoing training and development opportunities, including product training, industry updates, and soft skills development
• Access to a range of online courses and resources, to support your continued learning and growth
• Opportunities for career advancement, within a fast-growing and dynamic company

Work Environment and Company Culture

At blithequark, we pride ourselves on our energetic, value-driven, and fun culture. As a remote-first company, we offer a range of benefits and perks, including:

• Freedom to work from home, with a flexible and autonomous work environment
• Growth opportunities, with a range of training and development programs
• Wealth, with a competitive salary and 401(k) + company match
• Wellness, with health insurance and a free medical plan for you and your family
• Balance, with flexible PTO + 11 holidays and generous parental leave
• Culture, with an energetic and fun team spirit, and regular social events and activities
• Bonus, with an employee referral program and apple equipment

Compensation and Benefits

The US national total pay range for this role is $85,000 - $105,000, including a variable incentive component. Final offer amounts are determined by multiple factors, including geographic location, as well as candidate experience and expertise, and may vary from the amounts listed. We also offer a range of benefits, including health insurance, 401(k) + company match, and flexible PTO.

Conclusion

If you are a motivated and results-driven customer success professional, looking for a new challenge and opportunity to grow your career, we encourage you to apply for this exciting role at blithequark. With a strong foundation, a dynamic team, and a range of benefits and perks, we offer a unique and rewarding work environment that is designed to support your success and well-being. Apply now to join our team and take the first step towards an exciting and rewarding career at blithequark.