Experienced Customer Success Manager – Strategic Partnership Development and Customer Obsession in Cyber Resilience SaaS Platform

Welcome to blithequark

At blithequark, we believe in a vision for cybersecurity that puts people at the center of cyber. Our cyber resilience SaaS platform is an agile, hands-on solution that helps teams continuously assess, build, and prove cyber capabilities through real-life simulations, rather than one-off training sessions. We're proud to work with the world's biggest brands, protecting their revenues and brand reputations. Founded in 2017, blithequark has progressed to the global stage, securing over $180 million in funding, and we're just getting started.

About the Role

We're looking for a strong Customer Success Manager to join our US team and own a book of our customers, developing strategic partnerships by working with customers to pair their strategic outcomes with objective success criteria. Our Customer Success team is built on customer obsession, and we're looking for someone who shares this passion. With customers like HSBC, NHS, and Goldman Sachs, you'll be working with a diverse range of clients, ensuring our platform delivers exceptional results.

Customer Success at blithequark

Our Customer Success team is the backbone of our organization, and we're committed to delivering exceptional results for our customers. We believe in developing deep relationships with our customers, understanding their needs, and helping them achieve their business outcomes. As a Customer Success Manager at blithequark, you'll be responsible for ensuring effective onboarding, training clients on our product suite, setting strategies, and collaborating with our professional services and customer support teams to deliver a strategic vision.

Key Responsibilities

• Partner with customers to ensure effective onboarding, walking them through our customer lifecycle, agreeing upon outcomes, and working towards those success criteria
• Train clients on how they and their teams will get the most out of our product suite
• Set strategies for the customer, put in place objectives, and measure success
• Collaborate with our professional services and customer support teams to deliver a strategic vision
• Identify upsell and cross-sell opportunities and partner with sales to help them close opportunities
• Run customer success reviews with clients to ensure value is understood at an executive level

Who You Are

We're looking for someone with 3-5 years of experience in customer success management, account management, or equivalent within a SaaS environment. You should have exceptional planning and communication skills, stellar presentation skills, client management, and written communication skills. Experience in implementing customer solutions, project management, and maintaining high-valued outcome-based relationships with an eclectic customer profile base is also essential.

Essential Qualifications

• 3-5 years of experience in customer success management, account management, or equivalent within a SaaS environment
• Exceptional planning and communication skills
• Stellar presentation skills, client management, and written communication skills
• Experience in implementing customer solutions
• Experience in project management with a proven track record of managing multiple projects to completion, along with excellent planning and organizational skills
• Ability to maintain a high-valued outcome-based relationship with an eclectic customer profile base
• Willing to travel periodically based on business and project needs

Preferred Qualifications

• Experience in cybersecurity is a plus
• Familiarity with SaaS platforms and customer success software
• Proven track record of consistently meeting or exceeding customer satisfaction and retention targets

Skills and Competencies

To be successful in this role, you'll need to possess a range of skills and competencies, including:

• Strong communication and interpersonal skills
• Ability to work in a fast-paced environment and prioritize multiple tasks and projects
• Strong problem-solving and analytical skills
• Ability to build and maintain strong relationships with customers and internal stakeholders
• Strong business acumen and understanding of the SaaS industry

Career Growth and Learning Benefits

At blithequark, we're committed to helping our employees grow and develop in their careers. We offer a range of benefits, including:

• Career and learning development through our platform and our Learn Anything fund
• Opportunities for professional growth and advancement
• Access to industry-leading training and development programs
• A supportive and collaborative work environment

Work Environment and Company Culture

At blithequark, we're proud of our inclusive and supportive company culture. We believe in creating an environment where everyone can thrive, and we're committed to diversity, equity, and inclusion. Our values are at the heart of everything we do, and we're looking for someone who shares our passion for:

• Drive: We're innovators and market-creators, constantly moving forward to achieve results in support of our mission
• Inclusive: We're passionate about creating an environment of inclusion and respect for our employees, customers, and partners
• Customer Obsessed: We seek to develop deep relationships with our customers to help them achieve their business outcomes
• One Team: We're a talented global team working together to achieve our vision

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• Share options and rewards for doing great work and living our values
• Health, dental, and disability insurance, fully paid sick leave, and mental health support
• 401K match of up to 5% – effective immediately
• 33 holiday days plus two volunteering days, 12 weeks enhanced parental leave, and your birthday off
• Flexible and remote working, so you can work when and where you work best
• Monthly socials and sports clubs for our sociable, tight-knit teams

Conclusion

If you're passionate about customer success and want to join a dynamic and growing company, we'd love to hear from you. As a Customer Success Manager at blithequark, you'll have the opportunity to work with a range of clients, develop strategic partnerships, and help drive business growth. Apply now to join our team and be a part of our exciting journey.