Experienced Customer Experience Manager – Leading High-Performing Teams in Technical Account Management and Customer Success

Introduction to blithequark At blithequark, our mission is to revolutionize the way our customers interact with software, driving lasting success and value through their partnership with us. As a leader in the industry, we are committed to creating a unified team of Technical Account Managers (TAMs) and Customer Success Managers (CSMs) who collaborate closely to support our most strategic, complex, and high-value customers. Our Customer Experience team is a strategic pillar in our mission, and we are seeking a seasoned leader to guide this evolving team structure. Role Overview As the Manager, Customer Experience, you will lead a team of TAMs and CSMs to ensure seamless, high-impact customer journeys. You will be responsible for coaching and developing talent across both disciplines while building operational excellence, client engagement strategy, and cross-functional collaboration. This role will work closely with stakeholders in Sales, Services, Product, and Support to ensure each customer realizes maximum value from blithequark. You will manage up to ten direct reports, supporting a variety of customers across enterprise, strategic, and high-risk segments. Key Responsibilities Lead, coach, and mentor a blended team of CSMs and TAMs focused on driving customer outcomes and retention. Develop team capability to deliver both technical enablement and strategic guidance. Drive measurable improvements in customer health, product adoption, and business value realization. Partner with Sales partners to build account strategies and influence renewals and expansions. Foster deep customer relationships at the executive level to reinforce strategic value and advocacy. Manage escalations, risks, and account complexity with a customer-first mindset and structured problem-solving. Define and implement engagement models, playbooks, and best practices to ensure consistent delivery excellence. Monitor team performance through KPIs tied to customer health, NPS, renewals, and product utilization. Contribute to capacity planning and resource optimization for effective coverage across the customer portfolio. Collaborate cross-functionally with teams including Product, Support, and Marketing to elevate the customer experience. Cultivate a culture of continuous improvement, customer empathy, and professional growth. Essential Qualifications 5+ years of experience in SaaS customer success, technical account management, or consulting roles. 2+ years of people management experience, with a proven ability to lead high-performing teams. Proven experience working with enterprise-level customers, including navigating complex stakeholder landscapes. Familiarity with Salesforce and other customer success/CRM tools. Experience with capacity planning and team/resource allocation to support customer needs and business goals. Strong strategic thinking and ability to balance long-term vision with day-to-day execution. Experience managing or mentoring teams that span both technical and strategic customer responsibilities. Comfortable navigating and resolving complex customer scenarios and escalations. Demonstrated ability to coach team members in managing time, prioritizing portfolios, and delivering outcomes. Preferred Qualifications Proven success leading hybrid teams or working at the intersection of technical consulting and customer success. Experience in enterprise SaaS environments and customer lifecycle management. Strong cross-functional collaboration skills with stakeholders in Sales, Product, and Support. Excellent communication and executive presence, with an ability to influence both internal and external stakeholders. Analytical mindset with experience using data to inform strategy and performance. Familiarity with product analytics, digital adoption tools, or customer engagement platforms is a plus. About blithequark blithequark was founded with a mission to improve society's experience with software. Our culture is passionate, dynamic, and fun, and we are committed to creating a diverse and inclusive work environment where everyone can thrive. We believe that having diverse teams where everyone brings their whole self to blithequark is key to our success, and we welcome all people of different backgrounds, experiences, abilities, and perspectives. Career Growth and Development At blithequark, we are committed to helping our employees grow and develop in their careers. As a Manager, Customer Experience, you will have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences. You will also have access to training and development programs, mentorship, and career advancement opportunities to help you achieve your goals. Work Environment and Company Culture Our work environment is collaborative, fast-paced, and dynamic, with a focus on innovation and customer satisfaction. We believe in working hard and having fun, and we offer a range of perks and benefits to support our employees' well-being and happiness. From flexible working hours to professional development opportunities, we are committed to creating a work environment that is supportive, inclusive, and rewarding. Compensation and Benefits Our compensation and benefits package is competitive and designed to attract and retain top talent. We offer a range of benefits, including health insurance, retirement savings, and paid time off, as well as opportunities for professional development and career advancement. The expected salary range for this role is $123,100- $154,200 USD base + 20% variable, and individual pay rate decisions are based on a number of factors, including qualifications for the role, experience level, skillset, and balancing internal equity relative to peers at the company. Conclusion If you are a motivated and experienced customer experience professional looking for a new challenge, we encourage you to apply for this exciting opportunity to join blithequark as a Manager, Customer Experience. With your leadership and expertise, you will play a key role in shaping the future of our customer experience team and driving business growth and success. Don't miss out on this opportunity to join a dynamic and innovative company that is passionate about delivering exceptional customer experiences. Apply now to take the first step in your new career with blithequark!