Experienced Enterprise Customer Success Manager – Driving E-commerce Excellence through Strategic Account Management and Technical Expertise at blithequark

Welcome to blithequark blithequark is the pioneering conversational AI platform designed specifically for e-commerce, empowering businesses to drive sales and resolve support inquiries with unparalleled efficiency. With over 15,000 e-commerce brands trusting blithequark, our platform supports a wide range of businesses, from growing independent shops to globally recognizable brands. Built on advanced e-commerce integrations and powered by Shopify, blithequark's conversational AI is tailored to understand each brand's unique needs, tools, policies, and customers, fostering personalized, one-to-one conversations that transform customer interactions into sales opportunities. About the Customer Success Team at blithequark At blithequark, we are revolutionizing customer service for e-commerce businesses. Our Customer Success team plays a crucial role in ensuring our clients derive maximum value from our platform, cultivating long-term relationships, and driving success in their customer service operations. As part of this team, you will be at the forefront of helping leading e-commerce brands provide exceptional support through our helpdesk and automate their support processes using our cutting-edge automation and AI products. Job Overview As an Enterprise Customer Success Manager at blithequark, you will be responsible for managing a portfolio of our top e-commerce brands, handling a significant book of business, and driving growth through strategic planning and execution. Your role will be pivotal in shaping the journey of our top merchants with blithequark, ensuring they achieve their business objectives through our platform. This position requires a unique blend of strategic account management, technical expertise, and customer success skills, making it an exciting opportunity for professionals looking to make a significant impact in the e-commerce industry. Key Responsibilities Manage a portfolio of top e-commerce brands at blithequark, overseeing a substantial book of business and ensuring client satisfaction and retention. Build and maintain strong, lasting relationships with clients to reduce churn and contraction, focusing on delivering value and supporting their business growth. Drive business expansion by working closely with customers' technical and business executive leadership teams to understand their objectives and execute strategic plans that meet their needs. Identify opportunities for optimization, expansion, and cross-sell, leveraging your knowledge of the blithequark platform and industry best practices to propose tailored solutions. Foster relationships and customer loyalty through regular account visits on the East Coast (with approximately 25% travel), participating in conferences, industry events, and private hosted events to stay connected with clients and industry trends. Apply your domain and technical knowledge of the blithequark platform to remove barriers, lead internal and external resources, and support customers' success, ensuring they maximize the value from our solutions. Engage regularly with customers through our structured touchpoint framework, including user shadowing, strategic discovery, business reviews, and roadmap presentations, to ensure alignment with their evolving needs. Analyze customers' product usage data proactively to mitigate risk, improve product adoption, and decrease churn, using data-driven insights to inform your customer success strategies. Collaborate with customer-facing teams and executives across blithequark, including Sales, Account Management, Executive Team, Product, Engineering, and partners, to ensure overall platform success and alignment with customer goals. Who You Are A seasoned professional with at least 7 years of relevant experience in customer success, strategic account management, or strategic consulting roles, with a mandatory background in SaaS and a proven track record of success in managing enterprise accounts. Experienced in navigating large organizations to identify and build relationships with key stakeholders and decision-making executives, with a strong ability to communicate effectively at all levels of seniority. A results-driven individual with a proven track record of driving expansion and churn mitigation across a portfolio exceeding $1m ARR, demonstrating your ability to grow business and retain clients in a fast-paced environment. Skills and Expectations Experience with CRM and reporting software, with the ability to accurately document account plans, progress, and opportunities, and identify potential risks. Strong technical acumen to understand, diagnose, and present solutions to complex technical issues, and effectively communicate product release information to both technical and non-technical stakeholders. A strategic thinker capable of guiding customers on their strategy, managing projects, and driving impactful results that meet their business objectives. Exceptional communication, interpersonal, follow-up, and attention to detail skills, with the ability to handle technical tasks independently and delve into the details as needed. A highly organized individual capable of managing multiple tasks and activities simultaneously, with a strong work ethic and the ability to thrive in a dynamic, fast-paced environment. Dedicated to cultivating and sustaining customer relationships, with a focus on reducing churn and enhancing engagement through continuous learning and adaptation to customer needs. Able to demonstrate tact and composure under pressure when resolving customer issues, with a strong commitment to ongoing personal and professional development. Career Growth and Learning Benefits At blithequark, we are committed to the growth and development of our team members. As an Enterprise Customer Success Manager, you will have access to a wide range of learning opportunities, including training programs, industry events, and conferences. You will be part of a dynamic team that values innovation, creativity, and collaboration, with plenty of opportunities to take on new challenges, develop your skills, and advance your career in a rapidly growing company. Work Environment and Company Culture blithequark prides itself on its inclusive and diverse work environment, where every team member feels valued, respected, and empowered to contribute. We celebrate diversity and are committed to creating an environment that welcomes applicants of all backgrounds, experiences, and perspectives. Our company culture is built on the principles of innovation, teamwork, and customer-centricity, with a strong focus on delivering exceptional results and making a positive impact in the e-commerce industry. Compensation, Perks, and Benefits blithequark offers a competitive compensation package, including a salary, benefits, and perks that recognize and reward your contributions to the company's success. Our benefits package is designed to support your well-being, career growth, and financial security, with opportunities for professional development, flexible working arrangements, and access to the latest technologies and tools. Conclusion If you are a motivated and experienced customer success professional looking for a new challenge in the e-commerce industry, we invite you to join blithequark as an Enterprise Customer Success Manager. This role offers a unique opportunity to make a significant impact on the success of our top merchants, drive business growth, and develop your skills and career in a dynamic and supportive environment. Apply now to be part of our innovative team and contribute to the future of e-commerce customer success.