Experienced Customer Onboarding Manager – Strategic Leader and Change Agent for Blithequark's Customer Success Team

Introduction to Blithequark At blithequark, we are at the forefront of a critical strategic transformation, and we're looking for a visionary leader to join our team as a Manager of Customer Onboarding. As a key player in our customer success team, you will be responsible for evolving our onboarding function into a proactive, outcome-focused growth engine. This is an exciting opportunity to make a significant impact on our company's growth trajectory by ensuring our customers are successful from day one. About the Role As our next Manager of Customer Onboarding, you won't just be maintaining the status quo—you'll be partnering directly with leadership to architect a new customer-centric model. You'll leverage AI and a "book-of-business" approach to accelerate time-to-value, drive revenue retention, and position our onboarding representatives as strategic advisors. Your contributions will directly impact our company’s growth trajectory, and you will be a key player in driving our customer success strategy forward. Key Responsibilities Lead a Strategic Transformation by driving our onboarding process to a globally consistent, outcome-focused, and strategic model. Mentor and Develop a high-performing team by upskilling managers and representatives, emphasizing consultative behaviors, value mapping, and milestone coaching. You will lead a change management program to foster cultural alignment and support mindset shifts within the team. Implement New Technologies and Processes by spearheading the adoption of new tools like Totango for improved visibility and milestone tracking, and leveraging AI to enable seamless handoffs and call preparation. Define and Monitor KPIs by establishing and tracking key performance indicators to measure the effectiveness of the onboarding program. This includes working with stakeholders to define new performance metrics and utilizing data to monitor team productivity, efficiency, and overall impact on customer outcomes. Collaborate Cross-Functionally with key partners in Marketing, Product, HR, and Enablement to ensure the onboarding vision aligns with broader company goals and to successfully execute strategic initiatives. Work on a hybrid schedule, coming into the office 1-2 days per week to collaborate with your team and key stakeholders. Ideal Candidate The ideal candidate will bring a unique combination of leadership experience, customer success expertise, and a passion for innovation and transformation. You will have: 3+ years experience in leading Customer Success teams, preferably in a SaaS environment A proven track record of leading and managing customer-facing teams through significant organizational change. An innovator who is not afraid to challenge the status quo and introduce a fresh, impactful approach to onboarding. Prior experience in a high-growth technology company where you've leveraged technology, particularly AI, to improve efficiency and strategic impact. A strong ability to define and implement data-driven strategies and performance metrics that directly impact customer outcomes. Exceptional collaboration and communication skills, with a proven ability to work effectively with cross-functional teams to achieve a shared vision. A passion for shifting mindsets from "task-oriented" to "outcome-oriented," with a proven ability to develop talent for the future. Essential Qualifications In addition to the ideal candidate profile, you will also have: A bachelor's degree in a related field, such as business, marketing, or communications. Excellent problem-solving and analytical skills, with the ability to think critically and creatively. Strong project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously. Experience with customer success platforms and tools, such as Totango or similar software. Preferred Qualifications While not required, the following qualifications are preferred: A master's degree in a related field, such as business, marketing, or communications. Certification in customer success or a related field, such as CSM or CSPO. Experience with AI or machine learning technologies, and their application in customer success. Knowledge of sales and marketing principles, and how they relate to customer success. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a Manager of Customer Onboarding, you will have access to a range of learning and development opportunities, including: Professional development programs to help you build new skills and advance your career. Leadership training and coaching to help you develop your leadership skills and style. Access to industry events and conferences to stay up-to-date on the latest trends and best practices in customer success. Opportunities for career advancement within the company, including roles in leadership, strategy, and innovation. Work Environment and Company Culture At blithequark, we pride ourselves on our inclusive and collaborative company culture. As a Manager of Customer Onboarding, you will be part of a dynamic and innovative team that values diversity, equity, and inclusion. You will have the opportunity to work with a range of stakeholders, including customers, sales and marketing teams, and product developers, to drive customer success and growth. Our company culture is built on the following values: Innovation: We encourage creativity, experimentation, and learning from failure. Collaboration: We work together as a team to achieve common goals and support each other's success. Customer-centricity: We put the customer at the heart of everything we do, and strive to deliver exceptional customer experiences. Diversity, equity, and inclusion: We value and celebrate diversity, and strive to create an inclusive and equitable work environment for all employees. Compensation, Perks, and Benefits At blithequark, we offer a range of compensation, perks, and benefits to support the well-being and success of our employees. These include: Competitive salary and bonus structure, with opportunities for career advancement and growth. Comprehensive health and wellness benefits, including medical, dental, and vision insurance, as well as access to mental health resources and employee assistance programs. Generous paid time off, including vacation, sick leave, and holidays, to support work-life balance and employee well-being. Opportunities for professional development and growth, including training, coaching, and education assistance. Collaborative and dynamic work environment, with a range of perks and benefits, including free meals, snacks, and beverages, as well as access to on-site fitness classes and wellness programs. Conclusion If you are a motivated and experienced customer success professional looking for a new challenge, we encourage you to apply for the Manager of Customer Onboarding role at blithequark. This is a unique opportunity to join a dynamic and innovative team, and to make a significant impact on our company's growth and success. With a range of learning and development opportunities, a collaborative and inclusive company culture, and a comprehensive range of compensation, perks, and benefits, we believe that blithequark is the ideal place to build your career and achieve your goals. Don't miss out on this exciting opportunity to join our team and drive customer success and growth at blithequark. Apply now to take the first step towards an exciting and rewarding career as a Manager of Customer Onboarding.