Experienced Customer Success Manager for SaaS Platform – Driving Growth and Adoption through Strategic Account Management and Customer Engagement

About blithequark

blithequark is revolutionizing the way bookkeepers and accountants manage their work and support their clients. By providing an all-in-one tool, blithequark enables professionals to streamline their workflow, communicate effectively with clients, identify errors, and deliver insightful reports that empower small businesses to make informed strategic decisions.

Founded in 2021, blithequark has secured $12M in funding from leading tech investors, including Y Combinator and founders of top startups like Lattice, Front, Superhuman, Plaid, and more. With a growing customer base of thousands of bookkeepers and accountants across the US, blithequark is poised for continued expansion and success.

As a key player in the industry, blithequark is committed to innovation, customer satisfaction, and employee growth. Our mission is to make a meaningful impact on the lives of bookkeepers, accountants, and small business owners, and we're looking for talented individuals to join our team and help us achieve our goals.

Introduction to the Role

We're seeking an experienced Customer Success Manager to join our team at blithequark. As a Customer Success Manager, you will be the primary point of contact for larger firms, responsible for onboarding and ensuring their success with our product. Your expertise will be crucial in driving adoption, identifying areas for improvement, and fostering long-term relationships with our customers.

This is an exciting opportunity to work with a fast-growing company, collaborate with a talented team, and make a significant impact on the success of our customers. If you're passionate about customer success, have a keen eye for detail, and are eager to contribute to a dynamic and innovative environment, we encourage you to apply for this role.

Key Responsibilities

As a Customer Success Manager at blithequark, your primary responsibilities will include:

• Conducting onboarding calls with prospective customers, training them to use our product, completing technical implementation steps, and ensuring they realize value quickly
• Coordinating with Account Executives to identify potential red flags that may hinder a prospect's ability to subscribe to our platform
• Maintaining a high conversion rate from Free Trial to subscribed customer (80-85%)
• Proactively reaching out to accounts in your pipeline to ensure they're achieving their goals and responding to inbound support inquiries in a timely manner
• Identifying barriers to success or roadblocks that may hinder accounts from fully adopting our feature suite
• Facilitating continued check-ins, team training calls, and Q&A sessions via Zoom
• Creating and maintaining customer education materials, including video feature overviews and user guides for content-driven email sequences
• Driving expansion revenue of existing accounts in your pipeline (increasing MRR)

Internal Team Processes

In addition to your customer-facing responsibilities, you will also be involved in internal team processes, including:

• Keeping your finger on the pulse of trending feature requests and areas for improvement within our product, and documenting and sharing customer feedback with the rest of the team to inform our product roadmap
• Documenting best practices and creating templates for customer engagement at key milestones for various user personas
• Helping the team iterate to find the most efficient internal processes that reduce friction and best support our customers' success
• Taking on additional projects that inspire you and help move the needle for our team

Who You Are

To be successful in this role, you should have:

• 2-3 years of experience in a customer-facing role at an early-stage SaaS startup
• Ability to articulate complex concepts in a simple, straightforward manner, both in written and verbal communication
• Keen attention to detail, thoughtfulness, and a customer-centric mindset
• Knack and passion for process improvement, documentation, and increasing operational efficiencies
• Familiarity with modern SaaS technologies such as Slack, Notion, Hubspot, and/or Salesforce
• Accounting/finance experience is preferred, but interest in learning the space is required

Essential Skills and Competencies

In addition to the above requirements, you should possess:

• Excellent communication and interpersonal skills
• Strong problem-solving and analytical skills
• Ability to work in a fast-paced environment and prioritize multiple tasks and projects
• Strong organizational and time management skills
• Ability to build and maintain strong relationships with customers and internal stakeholders

Career Growth Opportunities and Learning Benefits

At blithequark, we're committed to the growth and development of our employees. As a Customer Success Manager, you'll have access to:

• Ongoing training and professional development opportunities
• Mentorship and coaching from experienced team members
• Opportunities to take on additional responsibilities and contribute to special projects
• A collaborative and dynamic work environment that encourages innovation and creativity

Work Environment and Company Culture

blithequark is dedicated to creating a positive and inclusive work environment that values diversity, equity, and inclusion. We believe in:

• Fostering a culture of transparency, open communication, and feedback
• Encouraging work-life balance and flexibility
• Providing opportunities for professional growth and development
• Celebrating our employees' unique perspectives and experiences

Compensation, Perks, and Benefits

As a Customer Success Manager at blithequark, you'll enjoy:

• Competitive pay and equity
• Unlimited PTO
• Health, dental, and vision insurance
• Access to modern SaaS technologies and tools
• Opportunities for professional growth and development

Conclusion

If you're a motivated and customer-focused individual looking to join a dynamic and innovative team, we encourage you to apply for the Customer Success Manager role at blithequark. With your expertise and passion, you'll play a critical role in driving the success of our customers and contributing to the growth and development of our company.

Don't miss this opportunity to join a fast-growing company that's revolutionizing the way bookkeepers and accountants work. Apply now and become a part of the blithequark team!