Technical Customer Success Manager – Higher Education Technology and Partnership Development Expert

Introduction to blithequark Higher education is undergoing a significant transformation, and blithequark is at the forefront of this change. As a company in growth mode, we are expanding our platform, evolving our customer success model, and deepening our partnerships with medical and health sciences programs worldwide. Our mission is to guide higher education institutions through pivotal transitions, build referral-worthy relationships, and help define how Customer Success drives retention and growth. We are seeking a highly skilled Technical Customer Success Manager to and contribute to this exciting journey. The Role You’ll Play As a Technical Customer Success Manager at blithequark, you will be at the center of how our partners experience us, not just during implementation, but across their entire journey. You will at a pivotal moment, as we transition long-standing partners from our legacy platform to our new blithequark Platform. The role of the Technical Customer Success Manager is shifting from project-based implementations toward proactive relationship management, structured account orchestration, and guiding partners confidently through change. Key Responsibilities In your first few months, you will go through our onboarding program and likely: Shadow client calls, assist with in-flight implementations, and gradually take ownership of a ~$800K–$1M book of business. Support legacy clients with adoption and usage, while preparing them for transitions to the new platform. Begin building the knowledge you’ll need to lead implementations of our SaaS products in the future. Contribute to the rollout of Orchestrated Account Management (OAM), our new, structured model for proactive, lifecycle-based client engagement. Long-Term Objectives Over time, you will grow into owning accounts end-to-end: building success plans, driving adoption, leading executive check-ins, reducing escalations, and enabling growth through referrals and renewals. Your north star outcomes will be partner retention, confidence through transition, and stronger long-term relationships. How You’ll Contribute This role is about being a trusted guide for our partners, helping them adopt, adapt, and thrive through moments of change. You will balance empathy with structure, building strong relationships while also driving retention, reducing escalations, and creating space for growth. You will work cross-functionally with Sales, Product, Support, and our Technical Consultants to deliver a seamless, orchestrated partner experience. Key Deliverables You will: Guide partners through transitions, from onboarding to platform migrations, with confidence, clarity, and care. Lead technical implementations of our SaaS products for new partners, coordinating timelines, configuration, and stakeholder training with support from Technical Consultants. Build trust-based relationships with administrators, faculty, and program leaders that extend well beyond initial implementation. Execute the Orchestrated Account Management (OAM) model, ensuring consistent touchpoints, success plans, and documentation throughout the client lifecycle. Anticipate risks and reduce escalations by surfacing issues early, coordinating resolution, and reinforcing trust in high-stakes moments. Collaborate with Technical Consultants to uncover true partner needs, co-create solutions, and accelerate time-to-value. Act as the partner’s advocate internally, sharing insights that influence product direction, improve processes, and strengthen the overall partner journey. Enable adoption and learning, contributing to scalable resources like our new Onboarding Hub and training initiatives that empower partners to succeed independently. Contribute to team growth by modeling engagement hygiene (touchpoints, notes, follow-ups) and supporting process improvement as our playbooks mature. Essential Qualifications You are a relationship builder and change navigator who thrives in dynamic environments. You have helped clients succeed through transitions before, and you know how to balance empathy with accountability to drive outcomes like retention, adoption, reduced escalations, referrals, and growth. Key Skills and Competencies You bring: Retention through Change. You have guided clients through implementations, migrations, or major process changes, building trust during high-risk moments and ensuring they stayed engaged and confident in the partnership. Driving Adoption & Time-to-Value. You have experience onboarding and training users on new tools or systems, helping them see value quickly and build lasting habits of use. Reducing Escalations. You know how to spot risks early, surface issues before they grow, and coordinate resolution across internal teams to restore confidence and strengthen relationships. Building Referral-Worthy Relationships. You have built partnerships strong enough that clients not only renew but recommend your services to others, and you take pride in being a trusted advisor, not just a point of contact. Supporting Growth. You understand that customer success doesn’t stop at service: you have collaborated on renewals, cross-sells, or upsells by surfacing opportunities and connecting client needs to additional value. Stakeholder Collaboration. You have worked with a range of client stakeholders, from administrators to directors to executives, tailoring your communication and approach to their context and goals. Project Management with Many Moving Parts. You are confident coordinating complex client projects, managing timelines, and keeping multiple stakeholders aligned without losing sight of details. Curiosity and Resilience. You thrive in fast-changing environments, quickly learning new tools and processes, and bringing resourcefulness when faced with uncertainty. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to your growth and development. You will have access to a learning budget, opportunities for professional development, and a collaborative environment that encourages knowledge sharing and innovation. Our team is dedicated to helping you succeed and grow in your career. Work Environment and Company Culture We are a remote-first team that values flexibility, work-life balance, and open communication. Our company culture is built on the principles of caring, curiosity, and drive. We prioritize inclusion, diversity, and belonging, and we strive to create a work environment that is supportive, collaborative, and empowering. Compensation, Perks, and Benefits We offer a competitive salary range, a learning budget, and a comprehensive benefits package, including health benefits, retirement planning, and generous time off. We also provide opportunities for professional development, flexible work arrangements, and a collaborative work environment that values work-life balance. Conclusion If you are a motivated and experienced Technical Customer Success Manager looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. and contribute to the success of our partners in the higher education sector. Together, we can make a meaningful impact and shape the future of education.