Director of Customer Success – Global Team Leadership and Strategic Growth through Exceptional Customer Experience and Technical Expertise at blithequark

Introduction to blithequark and the Role At blithequark, we are passionate about delivering innovative solutions that transform the way our customers operate. As a leader in the B2B SaaS industry, we recognize the importance of customer success in driving growth, retention, and overall business excellence. We are now seeking an exceptional Director of Customer Success to spearhead our global Customer Success function. This strategic role will be instrumental in leading a high-performing team, fostering seamless customer experiences, and maximizing customer lifetime value through onboarding, expansion, and renewal strategies. The Director of Customer Success will be at the forefront of our customer-centric approach, collaborating closely with cross-functional teams including Sales, Product, and Marketing. This is an exciting opportunity for a seasoned customer success professional to make a significant impact, leveraging their expertise to drive business outcomes and contribute to the company's continued success. Key Responsibilities The Director of Customer Success will be responsible for leading and scaling a global Customer Success team, with a focus on delivering exceptional customer experiences and driving business growth. Key responsibilities include: Leading and managing a high-performing Customer Success team, providing guidance, coaching, and development opportunities to ensure the team's success Developing and executing strategic plans to drive customer onboarding, expansion, and renewal, in close collaboration with Sales, Product, and Marketing teams Reporting on key Customer Success metrics, including customer health scores, retention rates, and expansion revenue, to inform business decisions and optimize strategies Partnering with the Sales team to identify expansion opportunities, develop account plans, and deliver targeted customer success initiatives Collaborating with the Product team to provide customer feedback, insights, and recommendations to inform product development and roadmap planning Working closely with the Marketing team to develop customer-centric marketing campaigns, case studies, and testimonials that showcase customer success stories and promote brand awareness Requirements and Qualifications To be successful in this role, the ideal candidate will possess the following qualifications and experience: 5+ years of experience in Customer Success or Account Management in the B2B SaaS industry, with a proven track record of driving customer growth and retention 3+ years of leadership experience, with a strong ability to lead, motivate, and develop high-performing teams Strong experience managing and reporting on SaaS metrics, including customer health scores, retention rates, and expansion revenue Deep familiarity with the Atlassian ecosystem, especially Jira and Confluence, and experience working with DevOps and technical buyer personas Strong command of Hubspot, Jira, BI tools, and customer engagement platforms, with the ability to leverage these tools to drive customer success initiatives Excellent communication, interpersonal, and project management skills, with the ability to collaborate effectively with cross-functional teams and stakeholders Skills and Competencies In addition to the requirements and qualifications outlined above, the successful candidate will possess the following skills and competencies: Strategic thinking: Ability to develop and execute strategic plans that drive customer success and business growth Leadership: Proven ability to lead and motivate high-performing teams, with a strong focus on coaching, development, and talent management Communication: Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders Technical expertise: Strong understanding of the Atlassian ecosystem, DevOps, and technical buyer personas, with the ability to leverage this expertise to drive customer success initiatives Data analysis: Ability to analyze and interpret complex data sets, including customer health scores, retention rates, and expansion revenue, to inform business decisions and optimize strategies Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a Director of Customer Success, you will have access to a range of career growth opportunities and learning benefits, including: Professional development: Opportunities for professional development and growth, including training, mentoring, and coaching Industry events: Participation in industry events, conferences, and trade shows to stay up-to-date on the latest trends and best practices in customer success Cross-functional collaboration: Opportunities to collaborate with cross-functional teams, including Sales, Product, and Marketing, to develop a deeper understanding of the business and drive customer success initiatives Networking: Opportunities to network with other customer success professionals, both within and outside the company, to share best practices and stay connected with the broader customer success community Work Environment and Company Culture At blithequark, we pride ourselves on our dynamic and supportive work environment. Our company culture is built on a foundation of: Collaboration: A strong emphasis on collaboration and teamwork, with a focus on driving business outcomes and delivering exceptional customer experiences Innovation: A culture of innovation and experimentation, with a willingness to try new approaches and learn from failures Customer-centricity: A deep commitment to customer-centricity, with a focus on delivering exceptional customer experiences and driving customer success Diversity and inclusion: A strong commitment to diversity and inclusion, with a focus on creating a workplace that is welcoming and inclusive to all employees Compensation, Perks, and Benefits At blithequark, we offer a competitive compensation package, including a range of perks and benefits, such as: Salary and bonus: A competitive salary and bonus structure, with opportunities for growth and development Health and wellness: A range of health and wellness benefits, including medical, dental, and vision insurance, as well as access to fitness classes and wellness programs Retirement savings: A retirement savings plan, with company matching contributions to help you plan for your future Time off: A generous time-off policy, with paid vacation days, sick leave, and holidays to help you recharge and relax Conclusion If you are a motivated and experienced customer success professional looking for a new challenge, we encourage you to apply for the Director of Customer Success role at blithequark. This is an exciting opportunity to join a dynamic and growing company, with a strong commitment to customer-centricity and a focus on delivering exceptional customer experiences. With a competitive compensation package, a range of perks and benefits, and opportunities for growth and development, this is a role that is not to be missed. Apply today to take the next step in your career and join the blithequark team!