**Director of Customer Success Management – Scaling Customer Delight 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. As a key member of our leadership team, you will play a pivotal role in shaping the future of financial data access and driving revenue growth through customer success. **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 Our technology eliminates outdated processes, unlocking greater financial opportunities for individuals and businesses alike.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 in funding from top investors, we're disrupting a $2B legacy market with a customer-first approach and a team of industry experts from Apple, Carta, Venmo, MX, and Okta. **About the Role** As our Director of Customer Success Management, you will lead and scale our Customer Success function, driving strategy, execution, and customer outcomes across mid-market and enterprise portfolios. You will serve as a trusted advisor to executives at our client organizations while coaching your team to deliver world-class onboarding, adoption, and retention experiences. This is a high-visibility leadership role that directly impacts revenue growth, customer satisfaction, and the long-term success of blithequark's client base. **Key Responsibilities** * 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** * 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 * 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** * 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** * Fully remote * Competitive salary and equity package * Health, dental, and vision insurance * 401(k) * Flexible time off * Work with cutting-edge technology and innovative customers * Opportunity to shape the future of financial data access **Why Join blithequark?** * We're an equal-opportunity employer committed to diversity and inclusion * We offer a dynamic, fast-paced work environment with opportunities for growth and development * You'll work with a talented team of industry experts and innovators * You'll have the chance to shape the future of financial data access and make a meaningful impact on our clients' businesses **How to Apply** If you're a motivated and experienced leader with a passion for customer success, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you!