Experienced Customer Success Manager – East Coast/Central Time Zone

Are you a customer-centric professional with a passion for driving business growth and delivering exceptional customer experiences? Do you thrive in a fast-paced, entrepreneurial environment where no two days are ever the same? If so, we invite you to join blithequark, a leading provider of intelligent communication platforms, as a Customer Success Manager. At blithequark, our mission is to improve the employee experience at every moment that matters, large and small. As the communication pipeline for the world's workforce, we serve 40 of the Fortune 100 companies, reaching and connecting more than 17 million employees daily. Our employees are experts in the employee experience, workforce communications, and technology, and we're looking for like-minded individuals to join our movement to make work better for every worker. About blithequark blithequark is the world's first intelligent communication platform, meaningfully engaging employees at every moment from hire to retire, and delivering engagement insights to help companies support, promote, and retain their talent. Our movement has taken root and is evident in our world-class customer base. We're 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. Our Values At blithequark, we believe in a culture of ownership, leadership, and teamwork. Every employee is an owner with responsibility and credit for our progress. We lead by example and see change as a catalyst for improvement. We win as a team, committed to helping our coworkers and customers thrive. Job Summary The Customer Success Manager position is an integral part of blithequark's long-term relationship with its global Enterprise customers. As a Customer Success Manager, you will be responsible for guiding assigned customers through the customer journey, ensuring that they are on track to meet predefined milestones and positive business outcomes. You will collaborate with customers to create actionable plans and prescriptive tasks, providing guidance and support throughout the journey. Key Responsibilities * Guided Customer Journey Management: Guide assigned customers through the customer journey, ensuring that they are on track to 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 * Bachelor's Degree in Business Administration, Communications, or 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. Why blithequark? At blithequark, we believe that work should be awesome. We're a high-growth and inclusive environment where ideas are rewarded regardless of who they come from. 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. Compensation and Benefits We expect 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. If you're a customer-centric professional with a passion for driving business growth and delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the perfect fit for this role. We can't wait to hear from you!