Director, Majors Customer Success Management at blithequark

Are you a seasoned leader with a passion for driving business outcomes and delivering exceptional customer experiences? Do you have a proven track record of building and managing high-performing teams in a fast-paced, dynamic environment? If so, we invite you to join blithequark as our Director, Majors Customer Success Management. At blithequark, we're revolutionizing the way companies interact with their customers through innovative cloud contact center software. Our team-first culture and inclusive environment empower our employees to be their authentic selves, fostering a sense of community and collaboration that drives innovation and growth. We're committed to diversity, equity, and inclusion, and we're looking for talented individuals who share our values and are passionate about making a difference. As a Director, Majors Customer Success Management, you'll lead a team of Customer Success Managers, guiding them to succeed in assisting blithequark customers in maximizing their investment in our solutions. You'll be responsible for developing and implementing best practices for the Majors Customer Success program, collaborating with internal partners to streamline and accelerate onboarding, and building strong, long-lasting customer relationships. Key Responsibilities: * Lead, mentor, and grow a team of Customer Success Managers, positioning them to succeed in assisting blithequark customers in maximizing their investment in our solutions. * Anchor CSM performance to blithequark's Global Customer Success OKR framework. * Develop and implement best practices for the Majors Customer Success program while assisting your team in shepherding large, complex implementations through go live and ramps. * Develop and manage collaborative relationships with internal partners, including Professional Services, Sales, and blithequark executive staff, to help streamline and accelerate onboarding of customers. * Build and maintain strong, long-lasting customer relationships, including trusted advisor relationships with key customer stakeholders and executive sponsors, ensuring team alignment with customer business goals and objectives. * Develop the team's understanding of blithequark's products, services, and support processes, understanding customer business goals and objectives, and ensuring blithequark solutions deliver desired outcomes for our in-base customers. * Execute on existing and develop new strategies to reduce customer churn and increase customer lifetime value. * Participate in de-escalation calls in support of the CEM and overall project team to ensure that clients understand challenges and how to work around them. * Ability to recruit and retain "A" players to build highly effective teams. * Provide strong operational management, reporting, and team skills for managing both a team and customer base. Requirements: * 10+ years of experience in customer success for a technology company. * 5+ years managing a team. * Leadership experience with the capacity to influence, experience in hiring, mentoring, training, and motivating high-performing teams. * Proactive mentality, with the foresight to intervene and provide support to CSMs as needed. * Strong knowledge of contact center or related SaaS technology. * Strong account planning and management skills, including mature negotiation skills. * Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of the organization, including executive and C-level. * Experience in delivering client-focused solutions based on customer needs. * Ability to discuss, understand, and work within complex projects and processes. * Proven ability to manage multiple projects at a time while paying strict attention to detail. * Excellent listening, negotiation, and presentation skills. * Excellent verbal and written communications skills. * Must be self-directed and self-motivated. * Superior professional presence and business acumen. * Ability to travel up to 50% of the time. * BS degree or equivalent. What We Offer: * Competitive salary range: $112,600 - $174,400 USD * Annual performance bonus, stock, and/or other applicable incentive compensation plans * Comprehensive benefits package, including health, dental, and vision coverage, beginning on the first day of employment * Access to an innovative mental health support platform * Generous employee stock purchase plan * Paid Time Off, Company paid holidays, paid volunteer hours, and 12 weeks paid parental leave Why Join blithequark? * Be part of a dynamic and innovative company that's revolutionizing the way companies interact with their customers * Collaborate with a talented team of professionals who share your passion for delivering exceptional customer experiences * Enjoy a comprehensive benefits package and competitive compensation * Have the opportunity to grow and develop your skills in a fast-paced, dynamic environment * Be part of a company that's committed to diversity, equity, and inclusion If you're a motivated and experienced leader who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Join blithequark and be part of a team that's shaping the future of customer success.