Experienced Customer Success Manager – Driving Growth and Adoption through Strategic Relationship Building and Exceptional Customer Experience

Welcome to blithequark blithequark is a pioneering fintech company that focuses on the human element, supporting local markets with advanced cloud-based trading communications and managed connectivity solutions. With a global presence, we empower our clients to maintain consistent market access, a strong competitive advantage, and enhanced operational efficiency. Our team is dedicated to delivering groundbreaking products and making a significant impact on our clients' success. About the Role We are seeking an ambitious and solution-oriented Customer Success Manager to join our highly motivated and energetic team. As a Customer Success Manager at blithequark, you will play a crucial role in driving product adoption, enhancing customer experience, and fostering growth through upsell and cross-sell opportunities. Your primary objective will be to ensure our customers successfully adopt our products and services, driving growth through adoption, expansion, and retention. Key Responsibilities Comply with best practice operating strategies and provide ideas and feedback to improve and enhance these Track and report on assigned CSM related metrics and KPIs to management through driving operational practices to track performance of teams and individuals Translate insights from your customers into actionable tasks that can be shared with your team and peers, whilst supporting collaboration across departments to help drive change Work closely with the sales management to align on strategies, products, coverage plans, and account opportunities Achieve monthly/quarterly quotas of pipeline, expansion and net retention Own and manage the process from contract signing to project handoff to provide seamless customer support Be a point of contact for escalation and be able to de-escalate challenging situations - managing these issues and escalating internally where needed Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement and portfolio penetration Provide “World Class” Customer Support and act as an advocate to blithequark Customers in order to deliver a market leading customer experience Create a success plan in partnership with your customer including onboarding, training, driving platform utilization, conducting routine business reviews, and orchestrating resources aligned to driving customer value Drive customer outcomes through the management of the customer lifecycle and customer experience through the influence of future lifetime value through higher product adoption, customer satisfaction and overall health scores and reduce churn and drive new business growth Essential Skills and Experience 1-2 years of Customer Success experience, preferably within an Enterprise SaaS organization or Financial Markets 1-2 years of account management and experience with demonstrated success in growth and retention Proven experience in building effective internal and external relationships to drive growth Experience engaging with end-users, articulating the value of a product, and driving adoption across multiple stakeholder groups Ability to communicate complex products and services functionality clearly and concisely Bachelor’s degree in business or related field Drive to continually improve and challenge existing processes and propose new strategies that help impress and retain clients Great attitude that can move through ambiguity and ability to work and collaborate with a growing team Results-oriented individual who is excited by the prospect of fueling the continued growth and success of blithequark; relentless in pursuing goals and solving problems Driven to deliver excellent service and experiences to all clients Exceptionally self-motivated while being team focused Excellent coaching, writing, discovery and presentation skills Comfortable and willing to be a hands-on contributor and meet with customers as needed Strong analytical skills with the ability to translate between strategic business decisions and their implications Passion for technology and communications, well-versed in the latest trends Desired Skills and Experience Experience in Financial Services Experience with Salesforce CRM preferred Ability to address complex issues with a focus on customer satisfaction Strong verbal and written communication to facilitate clear and effective interactions with clients Proficiency in analyzing customer data and feedback to improve service delivery Capability to build and maintain strong relationships with customers and internal teams Understanding of relevant technologies and tools used in customer success management Ability to provide strategic consultations and assist in upselling and driving new business Effective in mitigating attrition and resolving customer issues promptly What We Offer At blithequark, your compensation is only part of the package. We are committed to investing in a range of programs and initiatives to improve the overall experience of our employees. In addition to a collaborative, high-performing team environment, we’re pleased to offer competitive benefits, including: Competitive Base Salaries Private Medical Insurance, Dental Insurance and Optical Reimbursement Salary Sacrifice Pension Scheme 25 Holidays per Year Plus Public Holidays Additional Time off for Charity Work and Volunteering Tuition Reimbursement Certification Bonus Program Access to “blithequark University” our Internal E-Learning Platform Structured Onboarding Training and Peer Mentor Support Enhanced Parental Leave Wellness Program Fitness Membership Cycle to Work Scheme Season Ticket Loan Employee Referral Scheme Our Work Culture The blithequark work culture is one that fosters inclusion, prioritizes innovation, and maximizes potential. We are a global ecosystem, full of diverse people that together made blithequark what it is today. Our strength as an organization is the sum of our different backgrounds, perspectives, skills and geographies; supported by an ironclad commitment to constructive dialogue and open-mindedness. We live and breathe our commitment to innovation by embracing bold ideas, seizing new opportunities and striving for excellence. Our people have continued to deliver ground-breaking solutions to our clients for over 50 years. Join Our Team If you are a motivated and results-driven individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a Customer Success Manager at blithequark, you will have the chance to make a real impact on our clients' success and contribute to the growth and development of our company. Don't miss out on this opportunity to join a dynamic and innovative team. Apply now to become a part of blithequark's journey to success!