Experienced Customer Success Manager Leader – Driving Business Growth and Customer Retention through Strategic Leadership and Team Development

Welcome to blithequark blithequark is the conversational AI platform for ecommerce that drives sales and resolves support inquiries. Trusted by over 15,000 ecommerce brands, blithequark supports growing independent shops to globally recognizable brands. Our platform is built for Shopify and powered by advanced ecommerce integrations, understanding your brand, tools, policies, and customers to drive personalized, 1-to-1 conversations — from editing orders and initiating returns to making product recommendations. At blithequark, every customer interaction feels personal, support becomes sales, and conversations shape success. About the Customer Experience Organization The Customer Experience Organization at blithequark comprises various key functions: Professional Services, Customer Success, Scaled Services, Technical Services, Education Services, Customer Operations, and Customer Support. The Customer Success Team is currently supported by 3 Leaders and staffed with over 20 dedicated Customer Success Managers (CSMs). This team focuses on driving customer value and retention with our Commercial and Enterprise merchants. Their mission is to propel feature adoption, drive cross-sells opportunities, NPS, and champion retention. Each CSM manages a portfolio of about 60 merchants and Annual Recurring Revenue (ARR) ranging from $900k to $1.4M. About the Role As a Manager, Customer Success, you’ll lead a group of CSMs responsible for our Commercial and Enterprise accounts. We’re looking for a leader who has a player-coach mentality; someone who brings strategic thinking, is adaptable, and can build strong operational systems while jumping in to support the team directly. You’ll be accountable for core team metrics like NRR, churn, retention, product adoption, and expansion. You’ll leverage current processes and support building additional structure with cadences, coaching, and operational discipline that help your team consistently exceed them. This is an ideal role for someone who knows what great Leadership and Customer Success looks like, that is excited to bring that vision to life at blithequark. Key Responsibilities Lead and develop a high-performing global team of Customer Success Managers to deliver measurable ROI, drive adoption and utilization, and ensure consistent achievement of team goals around NRR, churn mitigation, and success milestones Design and implement scalable customer success strategies that enhance customer engagement, CSAT, scores, NPS, and long-term retention across the portfolio Act as a strategic escalation point, partnering closely with CSMs to resolve issues with urgency while maintaining a customer-first mindset Implement and hold accountable best practices, process improvements, training, playbooks, and feedback loops to ensure the team is having consistently valuable conversations with customers Conduct call reviews, coach, and give constructive feedback to ensure our interactions are driving product adoption and customer outcomes Work closely with internal teams (Product, Sales, Marketing, Implementation & Success-Growth) to align priorities with customer needs and deliver increasing value over time Continuously raise the bar on what’s expected of customer success team members to create a high-performing team Who You Are We’re looking for a seasoned leader with a strong background in customer success and team development. You should have: 3+ years of experience leading high-performing CSM teams in B2B SaaS and 6+ years of experience in customer-facing roles Strong operational mindset: able to drive effective cadences, processes, and accountability structures Strategic thinker who has seen great Customer Success and has a plan to scale toward it Player-coach mentality: willing to step into customer conversations and lead by example Proven track record of owning and exceeding team metrics such as churn, expansion, and adoption Passionate about mentoring and developing people through feedback and coaching Thrives in fast-paced, evolving environments and brings structure to ambiguity High energy, collaborative leader who inspires others and builds strong team culture Essential Skills and Competencies To succeed in this role, you should possess: Excellent communication and interpersonal skills Strong leadership and team development skills Ability to think strategically and drive operational excellence Strong analytical and problem-solving skills Ability to work in a fast-paced environment and adapt to changing priorities Strong customer focus and commitment to delivering exceptional customer experiences Career Growth Opportunities and Learning Benefits At blithequark, we’re committed to helping our employees grow and develop in their careers. As a Manager, Customer Success, you’ll have access to: Professional development opportunities, including training and mentorship programs Opportunities to work with a talented and experienced team A collaborative and dynamic work environment that encourages innovation and creativity Recognition and rewards for outstanding performance and contributions Work Environment and Company Culture At blithequark, we pride ourselves on our positive and inclusive company culture. We believe in: Fostering a culture of diversity, equity, and inclusion Encouraging open communication and collaboration Recognizing and rewarding outstanding performance and contributions Providing a healthy work-life balance and supporting employee well-being Compensation, Perks, and Benefits We offer a competitive compensation package, including: A salary range that reflects your experience and qualifications A comprehensive benefits package, including health, dental, and vision insurance A 401(k) retirement savings plan with company match Generous paid time off and holidays Access to professional development opportunities and training programs Conclusion If you’re a motivated and experienced customer success leader looking for a new challenge, we encourage you to apply for this exciting opportunity. At blithequark, we’re committed to helping our employees grow and develop in their careers, and we offer a positive and inclusive company culture that values diversity, equity, and inclusion. Don’t miss out on this chance to join our team and contribute to our mission of delivering exceptional customer experiences. Apply now to become a part of the blithequark team!