Experienced Principal Customer Success Manager – Strategic Customer Growth and Success Expert for High-Value Accounts at blithequark

Introduction to blithequark

At blithequark, we are revolutionizing the way businesses understand and improve their digital experiences through our cutting-edge behavioral data platform. Our innovative technology empowers companies to uncover valuable insights, optimize customer and employee journeys, and deliver exceptional online interactions. As a leader in our industry, we are committed to fostering a culture of diversity, inclusivity, and collaboration, where our team members can thrive and grow. We are now seeking an experienced Principal Customer Success Manager to join our Strategic team, where you will play a pivotal role in driving customer success and growth for our most valuable clients.

Job Overview

As a Principal Customer Success Manager at blithequark, you will be a trusted advisor to our high-value customers, helping them achieve maximum value from our suite of products. You will provide strategic guidance, product enablement, and drive product adoption, while proactively managing risk and identifying opportunities for new products and services within your book of business. You will report to the Director, Strategic Customer Success and work closely with our Sales, Marketing, and Product teams to deliver exceptional customer experiences and drive business growth.

Key Responsibilities

• Oversee the customer experience for a portfolio of 10-20 enterprise-level, high-value accounts, with a focus on retention and growth.
• Ensure blithequark's most strategic customers receive maximum value from their investment in our platform, utilizing key features that drive their intended business outcomes, while documenting the value and ROI delivered.
• Forecast, identify risk, and maintain a strong customer renewal rate and growth rate in partnership with the Account Executive team.
• Partner with multiple internal cross-functional teams (Sales, Marketing, Product, and blithequark executive leadership) to develop and execute success plans that align stakeholders on growth strategies and risk mitigation.
• Create and deliver Executive Business Reviews, presentations, and strategic consultations to align on goals, priorities, growth opportunities, and overall business vision to support optimal adoption of the blithequark platform.
• Represent blithequark as a leading domain and product expert in customer interactions, industry and corporate events, as well as online within both customer-facing and internal communities.
• Advocate for customers' product feature priorities internally within blithequark and align with the product team around driving the product roadmap.

Essential Qualifications

• 6+ years of experience in Customer Success Management or a related field.
• Experience managing a minimum of $4-6M ARR, working with large Fortune 500 or Global 2000 sized customers.
• A proven track record of measurably impacting customer results through creative problem-solving, strategic consulting, and change management. Experience in doing this with SaaS platforms is desired but not required.
• Exceptionally strong communication and relationship-building skills, with the ability to multithread across stakeholders and deliver compelling executive-level presentations.
• Strong analytical and problem-solving skills with the ability to develop quick, accurate situational awareness.

Preferred Qualifications

• Experience working with behavioral data platforms or similar technologies.
• Knowledge of sales and marketing strategies, with a focus on customer success and growth.
• Experience working in a fast-paced, dynamic environment, with a strong ability to adapt to changing priorities and circumstances.
• Strong business acumen, with a focus on driving revenue growth and customer satisfaction.

Skills and Competencies

• Strong leadership and management skills, with the ability to motivate and inspire high-performing teams.
• Excellent communication, interpersonal, and presentation skills, with the ability to communicate complex ideas and strategies to both technical and non-technical stakeholders.
• Strong analytical and problem-solving skills, with the ability to analyze complex data sets and develop actionable insights.
• Ability to work in a fast-paced, dynamic environment, with a strong ability to adapt to changing priorities and circumstances.
• Strong business acumen, with a focus on driving revenue growth and customer satisfaction.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our team members. As a Principal Customer Success Manager, you will have access to a range of career growth opportunities, including professional development programs, career coaching sessions, and an annual learning subsidy. You will also have the opportunity to work with a range of internal stakeholders, including Sales, Marketing, and Product teams, to develop a deeper understanding of our business and industry.

Work Environment and Company Culture

At blithequark, we are proud of our diverse and inclusive culture, where our team members can thrive and grow. We offer a range of benefits, including autonomy and flexibility, sponsored benefit packages, and supplemental coverage options for international team members. We also provide a monthly productivity stipend and reimburse remote colleagues for their initial home office set up. Our team members are committed to building something better, from how we approach our product to how we care for our customers and each other.

Compensation, Perks, and Benefits

The base salary for this position ranges from $110,000 - $130,000 USD. In addition to the base salary, this role has an OTE (on-target earnings) of $157,143 - $185,714 USD. Total compensation will vary based on relevant experience, qualifications, and market conditions. We also offer a range of perks and benefits, including flexible paid time off, an annual company-wide closure, and a lively ATL home office.

Conclusion

If you are a motivated and experienced customer success professional looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. As a Principal Customer Success Manager, you will play a pivotal role in driving customer success and growth for our most valuable clients, while working with a range of internal stakeholders to develop and execute success plans. With a range of career growth opportunities, learning benefits, and a competitive compensation package, this is an opportunity not to be missed. Apply now to join our team and help us build something better.