Experienced Customer Success Lead – Driving Growth and Excellence in Insurance and Retirement Benefits at blithequark

Welcome to blithequark blithequark is revolutionizing the insurance and retirement benefits landscape by making these services as accessible as modern software. Our mission is to make insurance and benefits more accessible and delightful to this generation of employees. We achieve this through our innovative blithequark Platform, the world’s first fully integrated benefits platform, and blithequark Embed, our embedded insurance and retirement product for platforms. Today, we empower benefits for hundreds of companies and thousands of employees from some of the most exciting and progressive employers in Europe. Founded in 2022, blithequark has raised €20m from Europe’s top technology investors, demonstrating our potential for growth and innovation. Our investors have a track record of backing successful companies like Spotify, Airbnb, Klarna, and more, which positions us for significant expansion and impact in the industry. Role Overview We are seeking a highly skilled and experienced Customer Success Lead to join our team at an exciting time of rapid growth. As a market leader with top percentile retention and industry-leading NPS, we are poised to take our customer success to the next level. The successful candidate will play a pivotal role in managing and scaling our Customer Success team, fostering strong relationships with our customer base, and driving long-term advocacy and growth. Key Responsibilities Manage and Scale the Customer Success Team: Build on existing processes, optimize for growth, and ensure the team is equipped to deliver exceptional customer experiences. Relationship Building and Nurturing: Create and maintain strong, trust-based relationships with our customers, understanding their unique needs and goals to deliver tailored solutions and support. Customer Insight and Market Expansion: Develop a deep understanding of our customers and their evolving needs as we expand into new markets and introduce new products. Account Management Structure Development: Design and implement an effective account management structure that enables the team to understand each customer’s circumstances and goals, facilitating personalized support and growth opportunities. Onboarding Process Enhancement: Develop and refine our onboarding process to ensure a seamless, high-paced, and automated experience that delights our customers and sets them up for success. Retention and Advocacy: Own retention targets, drive customer advocacy, and collaborate with the sales team to identify opportunities for account expansion and growth. Product Feedback and Improvement: Work closely with our product and engineering teams to champion customer feedback, driving product improvements and enhancements that meet the evolving needs of our customer base. About You To succeed in this role, you will have a strong background in Customer Success or Account Management, preferably in a SaaS company or startup, with a proven track record of nurturing customer relationships and driving growth. You thrive in fast-paced environments, are adaptable, and approach challenges with a proactive, solutions-focused mindset. Experience in Customer Success: 5+ years of experience in Customer Success or Account Management, with at least 2 years in a leadership role managing a Customer Success team. Adaptability and Proactivity: A proven ability to adapt quickly to changing priorities and consistently approach challenges with a proactive, solutions-focused mindset. Effective Communication: Exceptional written and verbal communication skills, enabling you to articulate complex ideas clearly and persuasively to both customers and internal teams. Process Development and Automation: Experience in building systems and processes within a Customer Success function, with a familiarity with automation tools like Zapier, Intercom, Sendgrid, and Retool. Industry Knowledge: A plus if you have experience with health, life, and pension products in Ireland or the UK, although not essential. Passion for Customer Success: A genuine passion for helping customers and colleagues succeed and thrive, with a commitment to fostering a culture of mutual support and collaboration. Curiosity and Drive: Naturally curious and driven, with a constant desire to sharpen your skills and expand your knowledge, especially in the realm of Customer Success. Our Values At blithequark, our values are at the heart of everything we do. We believe in: Care Deeply: We look at the details and go the extra mile to delight our customers, demonstrating our care and commitment to their success. Integrity: We are guided by our why and ensure that our actions and decisions reflect our values and mission, without compromise. Fearless: We challenge the norm and embrace innovation, continuously seeking new and better ways to serve our customers and drive growth. Raise the Bar: We strive for excellence in everything we do, pushing past good enough and raising the standard for ourselves and our industry. Ownership: We take responsibility for our work, ask why, do the work, get the data, solve the problem, and are owners of our outcomes and successes. Benefits at blithequark We offer a comprehensive benefits package designed to support your well-being, growth, and success, including: Health Insurance: €1,800 toward a health insurance plan of your choice. Workplace Pension: Matched contributions up to 5% to support your retirement savings. WFH Stipend: A stipend to support your home office needs and ensure you have the best environment to work effectively. Generous Paid Time Off: Take the time you need to recharge and pursue your interests, with our generous paid time off policy. Annual Company-wide Offsite and Team Offsite: Opportunities to connect with your colleagues, celebrate our successes, and have fun in a relaxed setting. Diversity and Inclusion blithequark is an equal opportunity employer, committed to diversity and inclusion. We welcome applications from all qualified candidates, regardless of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Conclusion If you are a motivated and experienced Customer Success professional looking for a new challenge and the opportunity to make a real impact, we encourage you to apply for this exciting role at blithequark. Join our dynamic team and contribute to our mission of making insurance and benefits more accessible and delightful for this generation of employees.