**Experienced Customer Success Manager – East Coast/Central Time Zone**

At blithequark, our mission is to revolutionize the way companies connect with their employees, fostering a culture of engagement, productivity, and growth. As a leading provider of intelligent communication platforms, we empower organizations to support, promote, and retain their talent, driving business success and employee satisfaction. Now, we're seeking an exceptional Customer Success Manager to join our team and help us make a meaningful impact on the world of work. **Our Values** At blithequark, we believe in the power of teamwork, innovation, and customer-centricity. Our values are the foundation of our culture, guiding our actions and decisions every day: * Every employee is an owner, with responsibility and credit for our progress. * Leadership is in our DNA, and we see change as a catalyst for improvement. * We win as a team, committed to helping our coworkers and customers thrive. **The Customer Success Manager Role** As a Customer Success Manager at blithequark, you will play a critical role in our long-term relationships with global Enterprise customers. Your passion, expertise, and dedication will directly impact the success of these relationships, driving business outcomes and customer satisfaction. To succeed in this fast-paced and entrepreneurial environment, you must be a strategic thinker, a collaborative leader, and a customer advocate. **Key Responsibilities** * **Guided Customer Journey Management**: Guide assigned customers through their customer journey, ensuring they meet predefined milestones and positive business outcomes. Collaborate with customers to create actionable plans and prescriptive tasks, providing guidance and support throughout the journey. * **Trigger Response and Play Execution**: Monitor customer progress and health for triggers indicating potential deviations from the journey goals or risk of churn. Execute predefined plays in response to specific triggers, such as proactive outreach, additional training, or escalation to internal teams, to mitigate risks and realign customers toward success. * **Cross-functional collaboration and Account Risk Escalation Management**: Work closely with internal teams (e.g., Support, Engineering, and Product) to coordinate customer activities and ensure a seamless experience throughout the journey. Escalate and manage complex customer issues, facilitating resolution and ensuring customer satisfaction. * **Value Optimization and Customer Enablement**: Partner with Business Value Consultants to iterate on the blueprint for success, evolving business objectives, and actionable steps throughout the customer journey. Provide ongoing education and enablement to empower customers to leverage blithequark to its fullest potential, driving long-term success and maximal value. * **Renewal Rate Focus**: Work to ensure high customer satisfaction, health, and overall success to drive renewals and positively impact the Gross Retention Rate (GRR). Coordinate with the Account Management team to facilitate smooth renewals and identify expansion opportunities, fostering long-term customer relationships and loyalty. **You May Have** * A Bachelor's Degree in Business Administration, Communications, or a similar field of study, or commensurate professional experience. * Three or more years of experience in customer-facing roles in Customer Success or Professional Services within a B2B SaaS company. * Operational knowledge of internal communication and HR technology domains, including Microsoft 365, Sharepoint, Teams, Intranets, HRIS like Workday, PeopleSoft, and other systems like SSO. * Demonstrated ability to manage individual and engagement-wide scope of work. * Prior experience successfully supporting customers with onboarding, renewals, and expansion processes. * A proven track record of meeting with senior management and executives as the subject matter expert. * A strong communicator who can articulate the needs of the customer and resolve both short and long-term issues. * Ability to collaborate internally with multiple teams and be the voice of the customer. * Strong project management skills and proven ability to execute against a defined methodology and deliver projects within scope, budget, and timeline. **Additional Information** * Firstup expects the base salary for this role to be between $70,000-$113,000. The starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. * Why blithequark? Because you care – about people, the work you do, and the connections you make. Work is such a large part of life; it only makes sense to make it awesome. * If you want to engage brilliant minds in a high-growth and inclusive environment where ideas are rewarded regardless of who they come from, join us. This is a rapidly changing space so if you thrive on ambiguity, are hungry for a challenge, and have the guts to speak your mind, you could be a perfect fit. * We offer an excellent PTO program, great health benefits, a casual and friendly environment, remote work, and a leadership team who truly believes in your growth – both personally and professionally. * blithequark is committed to providing equal employment opportunities to all applicants for employment and to all employees, without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, protected disability, veteran status, or any other protected status in accordance with applicable federal, state or local laws. **Join Our Team** If you're a customer-focused, results-driven professional with a passion for innovation and collaboration, we encourage you to apply for this exciting opportunity. As a Customer Success Manager at blithequark, you'll have the chance to make a meaningful impact on the world of work, while growing your skills and career in a dynamic and supportive environment. Apply for this job