Experienced Enterprise Customer Success Manager – Driving Business Growth and Customer Satisfaction through Strategic Partnerships and Technical Expertise

Welcome to blithequark

blithequark is seeking a highly motivated and customer-obsessed problem solver to join our Customer Success Team as an Enterprise Customer Success Manager (ECSM). As a key member of our team, you will be responsible for the post-sale success of a portfolio of blithequark's Enterprise clients, focusing on gross and net retention. This position will cover our North America region, offering a unique opportunity to work with a diverse range of clients and drive business growth through strategic partnerships and technical expertise.

Introduction to the Role

In this role, you will develop a strong understanding of blithequark's value proposition and partner with clients to ensure value and ROI is being realized. Our most effective ECSMs build expertise and domain knowledge in software development, internet technologies, IT operations, and how these functions support business outcomes. By driving success with blithequark's clients, you will ultimately lead our success as you drive towards retaining and growing recurring revenue.

What Will Success Look Like in This Position?

Success in this position will be measured by your ability to develop strong relationships with clients, drive engagement and adoption of blithequark's platform, and transform clients into partners. You will be responsible for conducting regular business reviews, monitoring account health, and driving account retention and expansion. By aligning blithequark's value to the client's organization, goals, and challenges, you will help solve client problems with blithequark solutions and drive business growth.

Responsibilities

• Assume full accountability of the customer journey, from Onboarding through Renewal, Cross-sell, and Up-sell
• Conduct regular business reviews and monitor account health to drive account retention and expansion
• Align blithequark's value to the client's organization, goals, and challenges, and help solve client problems with blithequark solutions
• Drive engagement and adoption of blithequark's platform
• Transform clients into partners, developing champions and obtaining executive alignment
• Champion your customer's success by supporting and highlighting their professional achievements and growth
• Serve as the voice of the customer within blithequark
• Collaborate cross-functionally with all parts of the business to ensure an exceptional customer experience

Required Skills and Qualifications

To be successful in this role, you will need to possess a unique combination of skills and qualifications, including:

• Bachelor's degree or equivalent and 3+ years of experience managing a portfolio of clients, in roles including Customer Success or Account Management
• Comfortable presenting to a room, aided by strong written and verbal communication skills
• Confident, high energy, self-motivated, and a true team player
• Experience persuading and satisfying senior and executive-level customer contacts across an enterprise
• Demonstrated ability and desire to work and excel in a fast-paced environment
• Excellent multitasking and project management skills
• Understanding of Internet and web applications with a desire to learn new technologies
• Ability to understand and articulate technical concepts and derive solutions
• Must possess a proven understanding of the corporate business world, with prior experience in SaaS preferred
• Proficiency in SFDC and MS Office is a must
• Experience working on customer renewals preferred

Tools and Technologies

At blithequark, we use a range of tools and technologies to drive customer success, including:

• SFDC
• Gong
• Pendo
• O365
• Zendesk
• Looker

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to helping our employees grow and develop in their careers. As an Enterprise Customer Success Manager, you will have access to a range of training and development opportunities, including:

• Regular coaching and feedback sessions
• Training and development programs to help you build your skills and knowledge
• Opportunities to work on high-profile projects and clients
• A collaborative and supportive team environment

Work Environment and Company Culture

At blithequark, we pride ourselves on our collaborative and supportive company culture. We believe in fostering a positive and inclusive work environment that encourages creativity, innovation, and growth. As an Enterprise Customer Success Manager, you will be part of a dynamic and fast-paced team that is passionate about delivering exceptional customer experiences.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package that includes a salary range of $100,000 - $125,000 USD, depending on experience. We also offer a range of perks and benefits, including:

• Comprehensive and inclusive benefits, including medical, dental, and vision care
• 401(k) plan with company match
• Paid time off and employee wellness perks
• Competitive equity package
• Variable compensation

Conclusion

If you are a motivated and customer-obsessed problem solver with a passion for driving business growth and customer satisfaction, we encourage you to apply for this exciting opportunity to join our team as an Enterprise Customer Success Manager. At blithequark, we are committed to creating an inclusive and engaging environment for all employees, and we welcome applications from all candidates. Don't miss out on this opportunity to join a dynamic and fast-paced team and take your career to the next level.