Experienced Customer Success Manager – Enterprise Account Management and Strategic Partnership Development

At blithequark, our mission is to revolutionize the way organizations connect with their employees, fostering a culture of engagement, productivity, and growth. As a leading provider of intelligent communication platforms, we empower companies to support, promote, and retain their talent, driving long-term success and maximal value. Now, we're seeking an exceptional Customer Success Manager to join our UK team and play a pivotal role in shaping the future of employee experience.

About Us

blithequark is a world-class organization that has taken root in the industry, with a global presence and a reputation for excellence. Our employees are experts in the employee experience, workforce communications, and technology, and we're committed to making work better for every worker. As the world's first intelligent communication platform, we meaningfully engage employees at every moment from hire to retire, delivering engagement insights to help companies thrive.

Our Values

At blithequark, we believe in:

• Every employee being an owner with responsibility and credit for our progress
• Leadership being in our build, and change being a catalyst for improvement
• Winning 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. This role requires a passionate and driven individual who can guide assigned customers through the customer journey, ensuring they meet predefined milestones and positive business outcomes. The successful candidate will collaborate with customers to create actionable plans and prescriptive tasks, providing guidance and support throughout the journey.

Responsibilities

As a Customer Success Manager at blithequark, you will be responsible for:

• Guided Customer Journey Management: Guide assigned customers through the customer journey, ensuring 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

To succeed in this role, you will need:

• A Bachelor's Degree in Business Administration, Communications, or a 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're passionate about making work better for every worker.

We offer

• An excellent PTO program
• Great health benefits
• A casual and friendly environment
• Remote work
• A leadership team who truly believes in your growth – both personally and professionally

Equal Employment Opportunities

blithequark is 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.

How to Apply

If you're a motivated and results-driven individual who is passionate about customer success and employee experience, we encourage you to apply for this exciting opportunity. Please submit your application through the link below: Apply to this Job Apply for this job