Director of Customer Success Management – Lead and Scale Customer Success at blithequark

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced, high-growth environments where innovation meets customer-centricity? If so, we invite you to join blithequark as our Director of Customer Success Management, where you'll play a pivotal role in shaping the future of financial data access.

About blithequark

blithequark is revolutionizing the financial data industry with a cutting-edge API platform that streamlines income and employment verification, direct deposit switching, and more. Our technology eliminates outdated processes, unlocking greater financial opportunities for individuals and businesses alike. Backed by $30M from top investors like Kleiner Perkins and NYCA, we're disrupting a $2B legacy market with a customer-first approach and a leadership team that brings expertise from industry giants like Apple, Carta, Venmo, MX, and Okta.

About the Job

We're seeking a seasoned Director of Customer Success Management to lead and scale our Customer Success function. As a trusted advisor to executives at our client organizations, you'll coach your team to deliver world-class onboarding, adoption, and retention experiences. This high-visibility leadership role directly impacts revenue growth, customer satisfaction, and the long-term success of blithequark's client base.

Key Responsibilities

As our Director of Customer Success Management, you'll:

• Build, lead, and mentor a high-performing team of Customer Success Managers
• Execute the Customer Success strategy aligned with company goals
• Establish and execute on playbooks for customers onboarding, adoption, renewals, and expansions
• Oversee the customer lifecycle across mid-market and enterprise accounts, ensuring retention, growth, and long-term advocacy
• Partner with Sales, Product, and Support to deliver seamless experiences
• Conduct executive business reviews and act as an escalation point for key customers
• Drive renewal strategy and expansion opportunities in collaboration with Sales
• Own customer health metrics and forecast churn and renewal risk
• Align CSM efforts with revenue goals, including upsell and cross-sell initiatives
• Implement systems, KPIs, and analytics to measure customer health and team performance
• Unblock customer issues and drive QBR's and expansion efforts
• Optimize processes and tools to scale Customer Success efficiently

Who We're Looking For

To succeed in this role, you'll need:

• 7+ years of experience in Customer Success, Account Management, or related functions within B2B SaaS or fintech
• 3+ years of people management, successfully building and scaling success or post-sales functions
• A track record of driving measurable improvements in usage, customer retention, expansion, and satisfaction
• Ability to execute at a hyper-growth environment with relationship-building skills, presentation skills, and excellent communication
• Experience working with mid-market and enterprise accounts ($100K+ ARR)
• Background in fintech, lending, payroll, or data APIs strongly preferred
• Bachelor's degree in Business, Engineering, or a related field

Success Metrics

As our Director of Customer Success Management, you'll be measured on the following key performance indicators:

• Net Revenue Retention (NRR) across portfolio
• Churn and downsell rates
• Product adoption and usage metrics
• Time-to-value for new customers
• Customer Satisfaction (CSAT/NPS) scores
• CSM team performance and employee engagement

Compensation & Benefits

We offer a competitive salary and equity package, as well as:

• Fully remote work environment
• Health, dental, and vision insurance
• 401(k)
• Flexible time off
• Opportunity to work with cutting-edge technology and innovative customers
• Chance to shape the future of financial data access

Additional Information

We're an equal-opportunity employer committed to diversity and inclusion. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status. If you're a seasoned leader with a passion for delivering exceptional customer experiences, we invite you to apply to this exciting opportunity to join blithequark as our Director of Customer Success Management. Apply for this job