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