Senior Manager, Customer Success – Enterprise Customer Advocacy & Strategic Growth

Are you a seasoned customer success leader with a passion for driving business growth and customer satisfaction? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we want to hear from you! At blithequark, we're on a mission to revolutionize the restaurant industry with our cutting-edge cloud-based platform, and we're looking for a talented Senior Manager, Customer Success to join our team.

About blithequark

blithequark is a SaaS company that's disrupting the restaurant industry with our innovative, centralized solution for accounting and back-office operations. Our culture is built on empowering team members to produce top-notch results while elevating their skills. We're constantly evolving and improving to make sure we're always "Best in Class" – and we want that for you too!

The Role

As a Senior Manager, Customer Success, you'll be responsible for the overall success of our Enterprise Customers, post-implementation. You'll oversee and mentor a team of Enterprise Customer Success Managers, who strive for retention, adoption, and key metrics such as customer health and NPS. You'll work cross-functionally with key teams such as Sales, Customer Experience, CS Operations, Support, Product, and Development as the voice of the end user to support success goals.

Key Competencies

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Team Leadership:

Lead, mentor, and develop a team of customer success managers (CSMs); set team goals, track performance, and provide regular feedback; conduct performance reviews and career development planning.

Customer Relationship Management:

Build and maintain strong relationships with key customer stakeholders, including executives, department heads, and end-users; proactively identify and address customer needs and concerns; ensure customer satisfaction and drive customer loyalty.

Customer Success Strategy:

Develop and implement customer success strategies to drive adoption, retention, and growth; monitor key customer success metrics and identify areas for improvement; collaborate with sales, product, and engineering teams to ensure alignment and effective solutions.

Operational Excellence:

Ensure timely and effective delivery of customer success programs and initiatives; manage customer success processes and tools; identify and implement process improvements to enhance customer experience.

Strategic Planning:

Contribute to the development of overall customer success strategy and roadmap; analyze customer data and insights to identify trends and opportunities; advocate for customer needs and feedback within the organization.

How You'll Add Value

* Hire, guide, and develop a team of Customer Success Managers as well as leaders/managers

• Motivate and lead team to achieve OKRs and deliver world-class Gross Net Retention results for Enterprise Customer Segment
• Managing Customer Retention Churn
• Hold CSMs accountable for team KPIs and company OKRs
• Assist with User Groups, Webinars, and User Forums
• Identify opportunities for Professional Services offered by blithequark, Advantage, and Radar
• Managing credits requests and resolving escalated Issues
• Manage customer programs and outreach initiatives
• Manage team expense reports and time off requests
• Provide industry, accounting, and solution expertise to the entire organization
• Other duties as assigned

What You'll Need to Be Successful in This Role

* Bachelor's degree or equivalent, Master's degree or relevant certification a plus

• 10+ years in a customer-facing role in customer success, account management, or related roles
• A proven track record as a Senior Manager of Customer Success Managers
• Experience supporting and maintaining Enterprise customers in a SaaS platform
• Ability to travel 25%
• Knowledgeable in all areas of a scalable, delightful customer journey
• Strong understanding of all platforms and tools used by the team and can explain them for best practice use
• Very organized, detail-oriented, and analytical
• Collaborative and flexible working style
• Ability to teach and coach effectively
• Efficient and timely with deadlines and deliverables
• Strong organization and time-management skills The ability to work independently without supervision
• Salesforce experience

Preferred Qualifications

* Previous Gainsight experience or other customer success management platform

• Previous Monday.com experience or other project management software

blithequark Team Member Benefits & Compensation

* This position has a salary range of $145,000 - $174,000. The above range represents the expected salary range for this position. The actual salary may vary based upon several factors, including, but not limited to, relevant skills/experience, time in the role, business line, and geographic location. blithequark focuses on equitable pay for our team and aims for transparency with our pay practices.

• Comprehensive medical benefits, 100% paid for employee
• 401k + matching
• Equity Option Grant
• Unlimited PTO + Company holidays
• Wellness initiatives

Why Join blithequark?

At blithequark, we're passionate about empowering our team members to produce top-notch results while elevating their skills. We're committed to creating a culture that's inclusive, diverse, and supportive. If you're a customer success leader who's passionate about driving business growth and customer satisfaction, we want to hear from you!

How to Apply

If you're ready to join a dynamic team that's revolutionizing the restaurant industry, apply now! We can't wait to hear from you! Apply for this job