Experienced Customer Success Manager – Driving Growth and Delivering Exceptional Customer Experiences in the Cloud-Based Practice Management Software Industry

Welcome to blithequark blithequark is the global leader in practice management software for growth-minded accounting firms, providing an award-winning, highly collaborative cloud platform that streamlines work and communication. Our innovative solution enables the average accounting firm using blithequark to save 18.5 hours per week, per employee. With customers in 34 countries and a globally distributed team, we are well-funded, ranked #1 on G2, and have a fantastic team culture built on our values. We are growing rapidly and making a global impact. About the Role Are you a driven and customer-focused professional looking for a new challenge? Do you enjoy taking ownership of customer relationships and driving growth? Are you motivated by solving customer challenges and ensuring their success? Do you take pride in helping customers achieve their goals, all while seeking out opportunities to continuously deliver value? If so, we have an exciting opportunity for an experienced Customer Success Manager to join our team at blithequark. Key Responsibilities As a Customer Success Manager at blithequark, you will be responsible for your own portfolio of customers, becoming an expert in practice management best practices and providing consultative advice to help customers achieve success. Your key responsibilities will include: Developing and owning a quarterly success strategy for your portfolio of customers, focusing on identifying churn risks and maximizing revenue from healthy accounts. Building strong, empathetic relationships with your customers, understanding their challenges and driving value through blithequark’s solutions. Becoming a subject matter expert in our Invoicing & Payments product, and leading customers through adoption and training. Proactively promoting adoption to targeted customers. Managing customer renewals and ensuring customer retention. Staying up-to-date with blithequark’s Product Roadmap, and promoting, demoing, and relaying upcoming features to customers. Monitoring customer health and usage metrics, acting proactively to address any issues. Advocating for your customers internally, providing valuable feedback to departments like Product, Sales, and Support. Key performance metrics will include Retention and Expansion, typically reported as Net Revenue Retention (NRR) or Net Growth. About You To be successful in this role, you will have: Experience in a B2B SaaS role (Customer Success, Account Management, Consulting, or Training) with a proven track record of success. Knowledge of the accountancy software market (ideal but not essential). A strategic thinker with a results-driven mindset, and comfortable working with targets. Strong relationship-building skills and a passion for delivering value to customers. Excellent communication and presentation skills. Tenacious – constantly looking for new ways to better serve your customers, whether by providing useful information or sharing best practices. Curious – eager to learn how top accounting firms operate and sharing those insights in a consultative manner. Strong project management skills and experience working with cross-functional teams. Based in the UK, and comfortable working remotely with occasional travel to customer sites for visits or events (approximately 5-10% of your time). Essential Qualifications In addition to the above, you will have: A strong educational background, with a degree in a relevant field (e.g., business, accounting, or a related field). Proven experience in a customer-facing role, with a strong track record of delivering exceptional customer experiences. Excellent analytical and problem-solving skills, with the ability to think critically and outside the box. Strong technical skills, with experience using cloud-based software and technology. Preferred Qualifications While not essential, the following qualifications are preferred: Experience working in the accounting or finance industry, with a strong understanding of accounting principles and practices. Knowledge of practice management software and technology, with experience using similar solutions. Certifications or qualifications in customer success, account management, or a related field. Experience working in a fast-paced, dynamic environment, with a strong ability to adapt to changing circumstances. Skills and Competencies To be successful in this role, you will need to possess the following skills and competencies: Communication skills: Excellent verbal and written communication skills, with the ability to communicate complex ideas and concepts in a clear and concise manner. Interpersonal skills: Strong interpersonal skills, with the ability to build and maintain strong relationships with customers, colleagues, and other stakeholders. Problem-solving skills: Excellent analytical and problem-solving skills, with the ability to think critically and outside the box. Technical skills: Strong technical skills, with experience using cloud-based software and technology. Time management skills: Excellent time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to helping our employees grow and develop in their careers. As a Customer Success Manager, you will have access to a range of training and development opportunities, including: Professional development programs: We offer a range of professional development programs, including training and certification programs, to help you develop your skills and knowledge. Mentorship opportunities: We offer mentorship opportunities, where you can work with experienced colleagues to develop your skills and knowledge. Career progression opportunities: We offer career progression opportunities, where you can move into more senior roles or take on new challenges. Work Environment and Company Culture At blithequark, we are proud of our company culture and work environment. We offer: Flexible working arrangements: We offer flexible working arrangements, including remote work options and flexible hours. Collaborative work environment: We have a collaborative work environment, where you can work with colleagues from different departments and locations. Diverse and inclusive culture: We have a diverse and inclusive culture, where everyone is valued and respected. Compensation, Perks, and Benefits We offer a competitive compensation package, including: Salary: A competitive salary, based on your experience and qualifications. Benefits: A range of benefits, including health insurance, pension matching, and paid time off. Perks: A range of perks, including home office equipment, flexible working arrangements, and access to training and development opportunities. Conclusion If you are a motivated and customer-focused professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Customer Success Manager at blithequark, you will have the opportunity to work with a range of customers, develop your skills and knowledge, and contribute to the growth and success of our company. Don’t miss out on this opportunity to join our team and take your career to the next level. We recruit and reward people based on capability and performance. We don’t discriminate based on race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion, physical or cognitive ability, and other diversity dimensions that may hinder inclusion in the organization. Generally, if you are a good person, we want to talk to you. If there are any adjustments or accommodations that we can make to assist you during the recruitment process, and your journey at blithequark, contact us for a confidential discussion.