**Director of Customer Success – Driving Revenue Growth and Customer Delight at blithequark**

Are you a seasoned leader with a passion for customer success and a knack for driving revenue growth? Do you thrive in fast-paced, high-growth environments where no two days are ever the same? If so, we invite you to join blithequark, a pioneering B2B SaaS company on a mission to revolutionize customer research and feedback. At blithequark, we're on a quest to empower businesses to build better products by making customer research fast, easy, and scalable. Our all-in-one research platform enables teams to recruit participants, run interviews and surveys, and analyze insights – all in one place. As we pioneer automated qualitative analysis, we're transforming the way teams turn customer feedback into actionable insights. As our Director of Customer Success, you'll play a critical role in driving revenue growth, building scalable systems, and guiding our CS team through a new phase of growth. You'll own the customer lifecycle from onboarding through renewal and expansion, transforming it into a repeatable, measurable engine for Net Dollar Retention (NDR). Your expertise will be instrumental in achieving our ARR goals and cementing our position as a leader in the industry. **About the Role** As our Director of Customer Success, you'll be responsible for leading our post-sale strategy and execution, driving revenue growth, and building scalable systems. You'll partner with Sales, Product, Marketing, and Ops to build an aligned GTM strategy, integrate CS into our PLG motion, and support adoption of usage-based pricing. Your team will be responsible for designing and scaling repeatable onboarding, adoption, expansion, and renewal playbooks, identifying success patterns among high-performing accounts, and operationalizing usage signals, customer health scores, and churn/risk alerts. **Key Responsibilities** * Own ambitious Net Dollar Retention goals across all segments * Define and execute a segmented NDR strategy (e.g., 120% Enterprise, 110% Self-Serve) * Be accountable for renewals, expansion, and churn * Identify and grow new revenue streams, including professional services * Build forecasting, pacing, and attribution models to track revenue impact * Design and scale repeatable onboarding, adoption, expansion, and renewal playbooks * Identify success patterns among high-performing accounts and standardize those motions * Operationalize usage signals, customer health scores, and churn/risk alerts * Partner with Sales, Product, Marketing, and Ops to build an aligned GTM strategy * Integrate CS into our PLG motion (e.g., in-app success triggers, lifecycle comms) * Support adoption of usage-based pricing through training and enablement * Hire, coach, and manage a high-performing CS team * Define clear ownership across renewals, expansion, and product adoption * Launch scaled initiatives like champion programs and strategic customer visits * Drive performance through accountability, goal-setting, and feedback **About You** We're looking for a seasoned leader with a proven track record of success in high-growth B2B SaaS environments. You should have experience serving enterprise customers and managing both enterprise and scaled CS motions. Your commercial acumen should be demonstrated through achieved or exceeded quotas, driven upsells, and opened new revenue streams. You should be a systems thinker with strong process-building and performance tracking abilities, as well as an empathetic, high-clarity people leader experienced in hiring, coaching, and managing performance. **Success in First 6–12 Months** In the first 6-12 months, you'll be expected to achieve QoQ revenue targets, implement a segmented NDR strategy tracking to 115%+, define and smoothly operate expansion ownership between CS and Sales, and live revenue attribution for CS, with CSMs confidently executing and hitting quota. **Benefits** As a member of our team, you'll enjoy a competitive salary and benefits package, the opportunity to work on challenging and impactful projects, and the chance to be part of a passionate and supportive team. You'll also have the opportunity to make a real difference in the world of customer feedback. **Hiring Process** We're committed to delivering a great candidate experience, including notifications of your status in the hiring process throughout. Our hiring process typically happens across 2-4 weeks from first interview and includes: * Initial phone screens for shortlisted candidates * Interview with Co-Founder & CEO, Ned Dwyer * Cross-functional collaboration interview with our VP of Sales * Collaboration interview with a member of Customer Success * Take-home assignment and synchronous review * Final leadership interview * Reference checks with a past manager, and if relevant, a person you have managed **How to Apply** If this sounds like the opportunity you've been waiting for, we'd love to hear from you! Please submit your resume, making sure it's a concise representation of your previous work experience. We'll only ever contact you over email using a blithequark email address.