Experienced Customer Success Manager – Mid-Market Region at blithequark

As a leading innovator in data-first contract lifecycle management (CLM) software, blithequark empowers organizations to manage the end-to-end process of proposing, negotiating, signing, and leveraging contracts using our flexible Data-first Agreement Platform (DAP). With contract data as the foundation, customers quickly and collaboratively reach agreement and leverage contract visibility to thrive with competitive advantage. Employing powerful, pragmatic artificial intelligence as a legal force multiplier, and robust integration capabilities as a data liberator, organizations around the world trust blithequark's certified implementers to deliver connected, intelligent, and autonomous solutions across the entire contract lifecycle. Top analysts like Gartner, Forrester, and IDC agree, all showing blithequark as a leader in the CLM space. Our no-code platform is easily managed and administered by business users, which is why blithequark is the contract you keep: nearly a full 100% of new customers are satisfied with their initial implementations, and some 97% of customers renew every year. Ours is a growing, vibrant, successful company that is at the forefront of a market that is becoming a must-have for all organizations. We believe that the way to build the strongest, most vibrant place to work is to bring in individuals from all walks of life, and to support them in bringing their authentic selves to their day, every day. Our working philosophy is that “EX = CX”: when employee experience is excellent, so is customer experience. We support multiple Employee Resource Groups (ERGs), and offer a working environment that supports healthy work/life balance, including floating holidays and a quarterly, no-questions-asked wellness day.

Job Overview

As a Customer Success Manager (CSM) in our Mid-Market region, you will be responsible for building customer relationships, driving stickiness of our products and services, day-to-day customer interactions and communications, assisting with account renewals and advocating as the voice of the customer internally for a defined set of customers. Working closely with implementation, support, sales, and engineering teams, you’ll help customers unlock the full potential of our solutions, identify upsell opportunities, and drive retention and growth. Our ideal candidate will work well in a fast-paced but remote work environment and have a knack for developing deep relationships that foster trust through strategic partnership.

Key Responsibilities

*

Customer Liaison:

Build and maintain strong relationships with customer contacts and internal stakeholders to ensure continuity and progress on customer matters

Proactive Customer Engagement & Growth:

Partner with customers to drive engagement, retention, and expansion. Conduct Business Reviews with customers to assess progress, understand evolving needs, and align on growth strategies

Usage Monitoring & Opportunity Identification:

Identify potential risks, uncover new opportunities for growth, and recommend strategies for increased adoption

Strategic Advising:

Act as a trusted advisor to customers, adopting a customer-first mindset to understand their business needs and advocate for their success

Value Identification:

Be able to assess customer needs and how we can help them be successful

Goal Setting & Cross-Functional Collaboration:

Set clear, transparent goals to meet customer requirements, working closely with internal teams to ensure goal alignment and successful delivery

Effective Communication:

Maintain consistent and transparent communication with customers and internal stakeholders, representing the customer’s voice across teams

Data-Driven Approach:

Be passionate about data and insights, using data to drive meaningful change and demonstrate measurable impact

Product Expertise & Feature Adoption:

Guide feature adoption and review new features and functionalities of blithequark to help customers achieve success

Collaborate with Account Managers:

Partner with AMs on renewals and identify and qualify upsell opportunities, contributing to pipeline growth

• Other duties as assigned

Essential Qualifications

* 2-4+ years in Customer Success, Relationship Management, or Account Management in SaaS companies with Mid-Market customers

• Exceptional communication skills, highly organized, collaborative, and detail-oriented
• Proven experience building, maintaining and growing relationships, while working to mitigate churn and drive engagement and renewals
• Excellent interpersonal and communication skills, with a strong focus on customer-centric engagement and cross-functional collaboration
• Demonstrated ability to manage multiple accounts and objectives in a fast-paced environment
• Bachelor's degree or equivalent in any subject

Preferred Qualifications

* Experience with CLM software and its applications

• Strong understanding of customer success strategies and methodologies
• Familiarity with data analytics and reporting tools
• Proven track record of driving customer growth and retention
• Strong problem-solving and analytical skills

Career Growth Opportunities and Learning Benefits

At blithequark, we believe in investing in our employees' growth and development. As a Customer Success Manager, you will have opportunities to:

• Develop your skills and expertise in customer success, relationship management, and account management
• Collaborate with cross-functional teams to drive customer success and growth
• Participate in training and development programs to enhance your knowledge and skills
• Take on new challenges and responsibilities as you grow in your role
• Enjoy a dynamic and supportive work environment that encourages innovation and creativity

Work Environment and Company Culture

We are committed to creating a workplace that is inclusive, diverse, and supportive of all employees. Our company culture is built on the principles of:

• Employee experience (EX) equals customer experience (CX)
• Collaboration and teamwork
• Innovation and creativity
• Continuous learning and development
• Work-life balance and flexibility

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• Salary
• Bonus structure
• Comprehensive benefits package
• Paid time off and holidays
• Flexible work arrangements
• Professional development opportunities

How to Apply

If you are a motivated and results-driven individual who is passionate about customer success and relationship management, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the role.

Equal Employment Opportunity

blithequark is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees, and we strive to provide equal opportunities for employment and advancement. If you require accommodation during the recruitment process, please let us know by contacting our Director of Talent Acquisition, [Name], at [Email]. Apply for this job