Experienced Customer Success Manager – Strategic Account Management and Revenue Growth in AI-Driven Financial Crime Prevention

About blithequark

blithequark is the leading provider of AI-supported anti-money laundering and fraud detection technology, playing a vital role in the global fight against Money Laundering, Fraud, and the financing of terrorism. Our powerful combination of traditional rules and explainable AI improves the effectiveness of AML compliance and fraud prevention for banks and payment providers globally, identifying more crime while maximizing efficiency by reducing false positives. We offer a culture of mutual trust, support, and passion, providing individuals with opportunities to grow professionally and make a difference in the world.

Your Mission

As part of our Customer Success team at blithequark, you will strategically manage a portfolio of our EMEA customers, guiding them through the entire lifecycle—from implementation to ongoing success. Your focus will be on building loyalty, finding and closing new commercial opportunities, and ensuring long-term customer retention. Working closely with Sales, Product, Solution Consulting, Data Science, Customer Support, Marketing, and Finance teams, you will maximize revenue and profitability while championing customer satisfaction. As the primary advocate for our customers, you will proactively engage with clients, ensuring they derive maximum value from our solutions while fostering strong, lasting relationships.

Your Responsibilities

As a trusted advisor, you will:

• Drive customer success – Minimize time-to-revenue in collaboration with Solution Consulting and Product teams, ensuring seamless onboarding and integration of our solutions.
• Exceed revenue targets – Manage cARR growth through renewals, cross-sells, and custom development opportunities, leveraging your expertise in customer needs and market trends.
• Maximize retention & mitigate churn – Conduct regular check-ins, QBRs, and consultative meetings with senior executives, addressing concerns and identifying opportunities for growth and improvement.
• Enhance customer satisfaction – Continuously improve NPS by ensuring a seamless and valuable customer experience, gathering feedback, and implementing changes to meet evolving customer needs.
• Monitor and optimize usage – Track product adoption and proactively address customer needs, providing training and support to ensure maximum value from our solutions.
• Develop training & educational materials – Support customers with tailored resources and address concerns to improve the overall experience, staying up-to-date with industry trends and best practices.

Your Profile

To succeed in this role, you should have:

• 3+ years of experience in customer-facing roles within B2B enterprise software, with a proven track record of managing accounts of $500K+ ARR and cross-selling experience.
• Strong understanding of SaaS, digital payments, and enterprise software, with experience in AML or fraud prevention being a strong plus.
• Ability to build lasting relationships with C-suite executives and senior stakeholders, leveraging exceptional communication, presentation, and organizational skills.
• Highly proactive with a passion for forecast accuracy and owning the conversation from start to finish, with a desire to work in a fast-paced, dynamic environment.
• Experience or a desire to work at the start-up and scale-up stage of business growth, with a willingness to adapt to changing priorities and deadlines.
• Fluent in English, with German or other multilingual capabilities being a plus, allowing you to communicate effectively with our diverse customer base.

Essential Qualifications

In addition to the above, you should possess:

• Strong business acumen, with the ability to understand customer needs and develop tailored solutions to meet those needs.
• Excellent problem-solving skills, with the ability to analyze complex issues and develop creative solutions.
• Strong collaboration and teamwork skills, with the ability to work effectively with cross-functional teams, including Sales, Product, and Customer Support.

Preferred Qualifications

While not essential, the following qualifications are preferred:

• Experience working in the financial services or fintech industry, with a strong understanding of AML and fraud prevention regulations and trends.
• Knowledge of AI and machine learning technologies, with the ability to communicate complex technical concepts to non-technical stakeholders.
• Certifications in customer success or related fields, such as CSMP or CSMC, demonstrating your commitment to ongoing learning and professional development.

Skills and Competencies

To succeed in this role, you should possess the following skills and competencies:

• Strong communication and interpersonal skills, with the ability to build rapport with customers and stakeholders at all levels.
• Excellent presentation and negotiation skills, with the ability to present complex information in a clear and concise manner.
• Strong analytical and problem-solving skills, with the ability to analyze complex data and develop creative solutions.
• Ability to work in a fast-paced, dynamic environment, with the ability to adapt to changing priorities and deadlines.

Career Growth Opportunities 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:

• Ongoing training and development opportunities, including workshops, webinars, and conferences, to help you stay up-to-date with industry trends and best practices.
• Mentorship and coaching, with experienced professionals who can provide guidance and support in your career development.
• Opportunities for career advancement, with a clear path for progression within the company, including leadership roles and specialized positions.

Work Environment and Company Culture

At blithequark, we pride ourselves on our positive and inclusive company culture. As a Customer Success Manager, you will be part of a dynamic and supportive team, with:

• A collaborative and open work environment, with regular team-building activities and social events.
• A culture of mutual trust and respect, with a focus on employee well-being and work-life balance.
• Opportunities for feedback and recognition, with regular check-ins and performance reviews, to help you grow and develop in your role.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package, including:

• A competitive salary and bonus structure, with opportunities for growth and development.
• Comprehensive benefits package, including health, dental, and vision insurance, as well as retirement savings plans.
• Generous paid time off and holidays, with flexible work arrangements to support work-life balance.

Conclusion

If you are a motivated and experienced Customer Success Manager, looking for a new challenge in a dynamic and growing company, we encourage you to apply for this exciting opportunity at blithequark. With our commitment to innovation, customer satisfaction, and employee growth, we offer a unique and rewarding work environment that will help you achieve your career goals. Apply now to join our team and be part of the future of AI-driven financial crime prevention!