Customer Success Professional – Driving Loyalty and Growth at blithequark

Are you a customer-centric professional with a passion for driving business growth and delivering exceptional experiences? Do you thrive in a fast-paced, dynamic environment where no two days are the same? If so, we invite you to join blithequark as a Customer Success Professional, where you will play a critical role in shaping the future of cryptocurrency portfolio tracking and tax compliance.

About blithequark

blithequark is a pioneering company that makes cryptocurrency portfolio tracking and tax compliance simple. Our mission is to enable everyone in the world to use crypto with peace of mind. With a globally distributed team and a strong commitment to innovation, we are revolutionizing the way people interact with cryptocurrency. Our success is built on a foundation of trust, transparency, and exceptional customer support.

What We're Proud Of

At blithequark, we're proud of our achievements and the impact we've made in the cryptocurrency space. Some of our notable accomplishments include:

• Building foundational tools in the cryptocurrency space
• Generating over 1M tax forms
• Tracking $80B+ in cryptocurrency, representing over 5% of the entire crypto market
• Partnering with leading companies like Coinbase, H&R Block, Intuit TurboTax, MetaMask, OpenSea, Phantom, Solana, and Uniswap
• Raising $100M+ in venture capital from top investors like Accel, General Catalyst, Y Combinator, and Initialized Capital

Your Mission

As a Customer Success Professional at blithequark, your mission will be to drive brand loyalty through exceptional customer support and success. You will be responsible for onboarding and managing key relationships with enterprise customers and premium consumer segment, identifying and implementing strategic improvements in the customer experience team, and delivering an industry-leading customer experience.

One-Year Outcomes

In your first year, you will be expected to achieve the following outcomes:

• Drive retention of key relationships amongst enterprise customers and premium consumer segment

+ Onboard and manage the first 50 Enterprise Clients + Manage 50% of Whale Accounts + Achieve 90% Satisfaction with all Enterprise Clients and Whale Customers

• Identify and implement strategic improvements in the customer experience team across both support and success, which reduce ticket volume by 10% and/or drive a >5 pt increase in satisfaction
• Deliver an industry-leading customer experience through ticketing, supporting 50% of Priority Support needs with +80% CSAT
• Demonstrate expertise in crypto and the blithequark product, providing regular insights and customer feedback to improve customer loyalty, reduce friction in the product, and differentiate blithequark

What You Will Do

As a Customer Success Professional, you will be responsible for:

• Resolving customer support tickets from consumer customers, as well as managing relationships with premium support segment/Enterprise Customers
• Engaging with customers across phone, video, email, and other channels as required
• This role is a blend of customer support/success (50/50) with a goal of transitioning to a 100% customer success/client management role

What We Look For

We're looking for a candidate who embodies the following qualities:

• Impact: Demonstrated ability to drive business impact
• Mission alignment: Hungry and motivated about making progress towards our mission of enabling everyone in the world to use crypto with peace of mind
• Trust: Say what you believe. Do what you say.
• Communication: Able to clearly talk about the details and also zoom out to the bigger picture
• Role-specific:

+ Able to identify problems and solutions, provide recommendations, and prioritize workload for the most significant impact + Trend and identify high-volume issues to impact change + Have a customer-first mindset; advocate for the customer and serve as their voice across the organization + Ability to communicate with C-level executives, high-net-worth individuals, and/or advanced crypto users and when doing so clearly and succinctly articulate challenges and resolutions while appropriately setting customer expectations with empathy

What We Offer

As a Customer Success Professional at blithequark, you will receive:

• A competitive salary between $104,000 - $130,000, based on relevant skills, education, and experience
• Equity in blithequark
• Benefits like medical, dental, vision, 401(k), life insurance, and PTO

Join Our Team

If you're a customer-centric professional with a passion for driving business growth and delivering exceptional experiences, we invite you to join blithequark as a Customer Success Professional. Apply now and be part of a team that is revolutionizing the way people interact with cryptocurrency. Apply for this job