Experienced Senior Customer Success Manager for Enterprise Clients – Driving Security Testing Programs and Customer Satisfaction at blithequark

Welcome to blithequark At blithequark, we are driven by a fundamental human aspiration: the desire to live better and safer. Founded on this principle, our journey began in 2013 with the realization that pentesting can be better. Today, our diverse, fully remote team is committed to helping organizations of all sizes with seamless, effective, and collaborative Offensive Security Testing. This empowers our clients to operate fearlessly and innovate securely, which is at the heart of our mission. Our customers can initiate a pentest in as little as 24 hours and integrate it with advanced development cycles, thanks to the powerful combination of our SaaS platform and an exclusive community of testers known as the blithequark Core. With a rigorous selection process, accepting just 5% of applicants, the blithequark Core comprises over 400 closely vetted and highly skilled testers. These professionals jointly conduct thousands of tests each year, standing at the forefront of identifying and helping remediate risk across a dynamically changing attack surface. blithequark is an Equal Opportunity Employer, striving to build a diverse and inclusive workforce. We aspire to engage with diverse individuals, communities, and organizations to nurture our unique, rich, and diverse culture. By joining our team, you are encouraged to be your true self, allowing you to do your best work in an environment that values and celebrates individuality. About the Role We are seeking a top senior customer success manager to join our Enterprise team, focusing on helping blithequark's customers build successful security testing programs. The ideal candidate is someone who is not only super smart but also capable of taking ownership and acting as a builder. This role involves interfacing with C-level executives both internally and externally, requiring a high level of professionalism, strategic thinking, and communication skills. Key Responsibilities Own the overall relationship with assigned clients, encompassing adoption, retention, growth, and satisfaction, ensuring a holistic approach to customer success. Establish a trusted and strategic advisory relationship with each client, driving the continued value of our products and services through consultative approaches. Develop, prepare, and nurture customers for advocacy, recognizing the importance of customer testimonials and referrals in our growth strategy. Build successful security testing and cybersecurity service programs for our customers, tailored to their specific needs and goals. Act as the voice of the customer internally, advocating for their needs and ensuring that our products and services meet their evolving requirements. Monitor day-to-day service execution and customer satisfaction, promptly addressing any issues that may arise to maintain high levels of customer satisfaction. Balance consultative strategic planning with tactical execution, helping customers design long-term security roadmaps while driving near-term results that align with their objectives. Work closely with customers to establish critical goals and KPIs, partnering with them to achieve these outcomes through collaborative planning and execution. Manage the annual renewal process to assure uninterrupted product use, ensuring that our customers continue to derive value from our services without interruption. Identify and develop upsell opportunities, expanding our relationship with existing customers by offering them additional services or products that meet their growing needs. Program manage account escalations, resolving issues promptly and professionally to maintain customer trust and satisfaction. Interface with internal and external C-level executives, representing blithequark in a professional and competent manner that reflects our company's values and mission. Partner directly with our Sales team to deliver a seamless customer experience, ensuring that the transition from sales to customer success is smooth and that customer expectations are met or exceeded. Essential Qualifications 3-5 years of experience in Enterprise Customer Success, with a proven track record of managing complex customer relationships and driving customer satisfaction. A consultative approach, balancing high-level strategic planning with hands-on tactical execution, and the ability to adapt this approach to meet the diverse needs of our customers. Domain knowledge in cybersecurity services, including frameworks, testing practices, and program execution, allowing you to engage meaningfully with our customers and internal stakeholders. Experience partnering with SecOps, AppSec, or other security-focused personas (CISOs, Security Engineers, and Analysts) to align on priorities and drive program success, which is strongly preferred given the nature of our business. Experience working with Salesforce or similar CRM systems, with the ability to leverage these tools to manage customer relationships effectively and drive business outcomes. Strong multi-tasking skills and flexibility to adjust to changing priorities, which is essential in a fast-paced environment where customer needs can evolve rapidly. Excellent written and verbal communication skills, with the ability to communicate complex ideas simply and effectively to both technical and non-technical stakeholders. Familiarity working with Enterprise-level clients, understanding their unique challenges and requirements, and being able to tailor our services to meet these needs. Prior experience in a detail-oriented and analytical environment, with a focus on data-driven decision-making and continuous improvement. Prior experience managing renewals, expansions, and speaking with C-level executives, demonstrating your ability to navigate complex business relationships and negotiations. A naturally proactive approach, always seeking ways to add value and elevate both the customer and the team, reflecting our company's commitment to excellence and customer satisfaction. An eagerness to learn, adapt, and perfect your work, embracing the dynamic nature of our industry and the need for ongoing professional development. A strong desire to help and serve customers, recognizing that their success is integral to our own, and being motivated by the opportunity to make a meaningful impact on their businesses. Preferred Qualifications Certifications in cybersecurity or related fields, which can enhance your credibility and expertise in engaging with our customers and internal stakeholders. Experience with security testing and cybersecurity service programs, allowing you to bring a deeper understanding of our services and their applications to your role. Knowledge of industry trends and developments in cybersecurity, enabling you to provide insightful guidance to our customers and contribute to the evolution of our services. Fluency in more than one language, which can be an asset in serving our diverse customer base and expanding our global reach. Skills and Competencies Strategic Thinking: The ability to develop and implement strategic plans that drive customer success and business growth. Communication: Excellent written and verbal communication skills, with the ability to engage effectively with customers, internal stakeholders, and C-level executives. Problem-Solving: A proactive and analytical approach to problem-solving, with a focus on resolving issues promptly and professionally. Collaboration: The ability to work collaboratively with cross-functional teams, including Sales, Product, and Customer Success, to deliver a seamless customer experience. Adaptability: Flexibility and adaptability in a fast-paced environment, with the ability to adjust to changing priorities and customer needs. Leadership: The ability to lead and manage complex customer relationships, with a focus on driving customer satisfaction and business outcomes. Career Growth Opportunities At blithequark, we are committed to the growth and development of our team members. As a senior customer success manager, you will have opportunities to develop your skills and expertise, take on new challenges, and advance your career within our organization. We offer ongoing training and professional development programs, mentorship opportunities, and a culture that encourages innovation and experimentation. Learning Benefits We believe in the importance of continuous learning and professional development. As part of our team, you will have access to a range of learning resources, including industry conferences, workshops, and online courses. We also encourage our team members to share their knowledge and expertise with each other, fostering a culture of collaboration and mutual support. Work Environment and Company Culture At blithequark, we pride ourselves on our diverse, inclusive, and dynamic work environment. We are a fully remote team, which means you can work from anywhere and have the flexibility to create a schedule that suits your needs. We also prioritize work-life balance, recognizing that our team members have lives outside of work and deserve to have time for their personal and family responsibilities. Our company culture is built on the values of innovation, collaboration, and customer satisfaction. We are a team that is passionate about what we do, and we are committed to making a positive impact on the lives of our customers and the wider community. If you are looking for a workplace where you can be yourself, grow professionally, and contribute to a mission that matters, then blithequark is the right place for you. Compensation, Perks, and Benefits We offer a competitive compensation package, including a salary range of $104,768 - $130,960 per year, plus equity and benefits. Our benefits package includes medical, dental, vision, and life insurance, as well as a 401(k) program and generous paid time off. We also offer stipends for wellness, work-from-home equipment, and learning and development, recognizing the importance of investing in the well-being and growth of our team members. Conclusion If you are a motivated and experienced customer success professional looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. As a senior customer success manager, you will play a critical role in driving customer satisfaction and business growth, while also contributing to the development of our team and the evolution of our services. Don't miss this chance to join a dynamic and innovative company that is making a real difference in the world of cybersecurity. and take the first step towards an exciting and rewarding career with blithequark.