Experienced Customer Success Manager and Team Leader – Driving Business Growth and Customer Satisfaction through Strategic Partnerships and Excellent Service Delivery

Welcome to blithequark

blithequark is the leading Apple device management and security platform that empowers secure and productive global work. With blithequark, Apple devices transform themselves into enterprise-ready endpoints, with all the right apps, settings, and security systems in place. Through advanced automation and thoughtful experiences, we’re bringing much-needed harmony to the way IT, InfoSec, and Apple device users work today and tomorrow.

Some of the smartest money in tech has partnered with blithequark to realize our vision, including Tiger Global, Felicis, Greycroft, First Round Capital, and Okta Ventures. In July 2024, blithequark raised $100 million in capital from General Catalyst, bringing blithequark’s valuation to $850 Million.

Since blithequark’s Series C in 2021, the company has seen a 600%+ increase in annual recurring revenue, and its customer base has grown nearly 4X across 40+ industries. Notable customers include Allbirds, Canva, and Notion, and the company has partnerships with such industry giants as ServiceNow, AWS, and Okta.

blithequark was also named to Forbes’ Next Billion Dollar Startup List 2023 and recognized as a top venture-backed startup with the potential to reach unicorn status.

The Opportunity

As the Manager of Customer Success at blithequark, you’ll be responsible for the success of our customers. As a trusted advisor with deep product knowledge and empathy, you’ll understand customers’ business objectives and align them with product capabilities. You’ll manage a team of Customer Success Managers who will lead end-user training and enablement initiatives, conduct customer onboarding and business reviews, and serve as the voice of the customer in internal meetings.

You’ll be responsible for making sure your team ensures retention, identifies new business opportunities, and drives high product usage and value across their customer base. We pride ourselves on creating world-class experiences for our customers. Our customers rely on blithequark to ensure their Apple devices are managed and secured properly. We need to ensure that they have a fantastic experience throughout their lifecycle - from onboarding, through business reviews and during contract renewals.

This is an onsite position in our Miami (Coral Gables) office Monday - Friday. As a key member of our team, you will be expected to work closely with the Global Director of Customer Success to support hiring and staffing, organizational planning, as well as developing team members and guiding their professional growth.

Key Responsibilities

• Work closely with the Global Director of Customer Success to support hiring and staffing, organizational planning, as well as developing team members and guiding their professional growth
• Ensure your team communicates efficiently and effectively with our customers
• Support your team to use a consultative-like approach to drive ROI, retention, expansion, and high product usage across a portfolio of 100+ customers
• Guide your team to develop and enact a custom plan for each customer’s onboarding, expansion, and renewal goals
• Lead end-user training, conduct executive business reviews, and proactively monitor and drive product usage to ensure the customer is maximizing value
• Communicate new use cases and features/functionality that will enhance the customer’s workflow and drive organizational product adoption
• Bring passion for the customer experience and ability to translate customer feedback into product requests
• Work with other success leaders and cross-functionally with strategic and technical colleagues to accomplish customer goals
• Provide recommendations on changes and design enhancements to improve processes, customer experience, and performance
• Effectively coach team members to their fullest potential; mitigate conflict and communication problems and ensure the team is unified on a common goal and strategy

Essential Qualifications

• 5+ years of experience leading Customer Success teams in a fast-growing company; direct experience with B2B SaaS products, solutions, or ecosystems preferred
• 2+ years of customer-facing experience as a CSM or similar
• Experience managing a team with a book of 20M+
• Expert in driving results and outcomes while solving complex business problems, both individually and through direct reports
• Excellent presentation, organizational, and communication skills (both written and verbal)
• Ability to partner effectively with C-Suite, VP, and Director-level contacts, along with day-to-day users of the software
• Knowledge of SaaS post-sale support motion
• Experience working with or supporting Apple devices

Preferred Qualifications

• Proven track record of success in a similar role, with a strong understanding of customer success principles and practices
• Experience with customer success platforms and tools, such as Gainsight or Totango
• Strong analytical and problem-solving skills, with the ability to analyze data and make informed decisions
• Excellent leadership and management skills, with the ability to motivate and inspire a team
• Strong communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders

Skills and Competencies

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

• Strong customer focus and commitment to delivering exceptional customer experiences
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders
• Strong analytical and problem-solving skills, with the ability to analyze data and make informed decisions
• Ability to work in a fast-paced environment and prioritize multiple tasks and projects
• Strong leadership and management skills, with the ability to motivate and inspire a team
• Ability to work collaboratively with cross-functional teams, including sales, marketing, and product

Career Growth Opportunities

At blithequark, we are committed to helping our employees grow and develop in their careers. As a Manager of Customer Success, you will have the opportunity to:

• Develop and implement customer success strategies that drive business growth and customer satisfaction
• Lead and manage a team of customer success managers, providing coaching and guidance to help them achieve their goals
• Collaborate with cross-functional teams, including sales, marketing, and product, to drive business outcomes and customer success
• Stay up-to-date with the latest industry trends and best practices in customer success, and apply this knowledge to drive innovation and improvement in our customer success organization

Work Environment and Company Culture

At blithequark, we are proud of our inclusive and dynamic work environment. Our company culture is built on a foundation of:

• Respect and empathy for our customers and each other
• A commitment to innovation and continuous improvement
• A focus on teamwork and collaboration
• A passion for delivering exceptional customer experiences
• A dedication to diversity, equity, and inclusion

We believe that our employees are our greatest asset, and we are committed to providing a work environment that is supportive, inclusive, and empowering.

Compensation, Perks, and Benefits

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

• Competitive salary
• 100% individual and dependent medical + dental + vision coverage
• 401(K) with a 4% company match
• 20 days PTO
• Flexibility to work from anywhere for up to 30 days per year
• Kandji Wellness Week the first week in July
• Equity for full-time employees
• Lunch stipend provided Monday through Friday
• Up to 16 weeks of paid leave for new parents
• Paid Family and Medical Leave
• Modern Health mental health benefits for individuals and dependents
• Fertility benefits
• Working Advantage employee discounts
• Onsite fitness center
• Free parking

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. As a Manager of Customer Success at blithequark, you will have the chance to make a real impact on our customers and our business, while also developing your skills and advancing your career.

At blithequark, we are committed to diversity, equity, and inclusion, and we welcome applications from qualified candidates of all backgrounds. We are proud to be an equal opportunity employer, and we look forward to hearing from you.