**Experienced Full Stack Customer Success Manager – Enterprise B2B SaaS**

At blithequark, we're revolutionizing the way businesses approach customer success. As a seasoned Customer Success Manager, you'll play a pivotal role in shaping the future of our organization and driving growth for our clients. If you're a humble overachiever with a passion for building strong relationships and driving business outcomes, we want to hear from you. **About blithequark** blithequark exists to supercharge GTM teams, making every rep a 10x seller. With our powerful, AI-native prospecting platform, organizations can have fewer, better reps to drive increased pipeline and revenue. We're trusted by high-growth companies like Asana, Monday, Canva, and Miro, where Pocus powers up to 50% of their pipeline and eliminates 10+ hours of work per rep per week. **Our Mission** Our Customer Success team has one goal: to transform GTM teams into best-in-class operators, creating repeatable top-decile revenue performance and GTM efficiency. As a founding member of this team, you'll be at the forefront of our mission, working directly with customers in a highly consultative way to guide them through every step of the customer journey towards GTM excellence. **Why Join Us?** * Be a founding member of the Customer Success team, building the foundation of Customer Success at blithequark for years to come. * Create tangible impact for customers with a product they love, driving value and getting to know our customers across all levels. * Learn more in 1 week at blithequark than 1 year at another company, with a culture that values speed, quality, and collaboration. * Meaningfully shape our product, working with the co-founders and Head of Product to inform our roadmap. * Join an incredible team at a magical time, with a passionate, scrappy, and no-ego culture that will inspire you and make you laugh every day. **Key Responsibilities** As a Customer Success Manager at blithequark, you'll: * Operate as a business-impact obsessed consultant to our enterprise customers, owning their success with Pocus. * Develop and execute strategic action plans for each account, ensuring customers' success throughout the customer journey. * Own the relationship with a cross-functional team of our customers' senior leaders across Sales, RevOps, and Data, and be a trusted advisor on their strategic priorities as it relates to Pocus. * Map customers' business priorities to solutions in Pocus, being prescriptive and highly consultative in working with customers on how we will drive their success. * Audit the business impact of the customer's Pocus program and run business review workshops, offering insightful GTM advice for driving increased revenue impact across the customer's GTM organization. * Proactively identify customers who aren't maximizing their usage, creating and executing improvement plans. * Build and communicate a quantified value story, analyzing success data and developing an impactful value narrative for the customer executive team. **Drive Adoption Directly and Indirectly** * Owns the project management of activities (ours and the customer's) and actions to drive adoption. * Develops SME programs to create power users and influencers ready to champion and enable others in the business. * Prescribes incentive programs and reinforcement mechanisms to drive adoption and make sure Pocus is embedded in core GTM processes. * Ensures the customer has the right training and enablement assets available to their reps. * Identifies potential power users, low adopters, and bubble up to program leadership for action. * Educates users with product enablement & training. **Own Customer Renewal and Expansion** * Works closely with business stakeholders and executive leadership to craft a value narrative to maintain and expand our footprint with the customer's business. * Completely owns the renewal process, while working closely with our sales team to identify strategic areas of expansion. **Build Customer Success and Be the Voice of the Customer** * Translates learnings from past experiences and time at blithequark to iterate and improve on all parts of CS at blithequark, including customer journey, rituals, and processes. * Collaborates and provides input on high-priority strategic initiatives that enable better support of our customers, including customer marketing, new product launches, customer service levels, and more. * Constantly captures and synthesizes product feedback from our customers to provide datapoints to our Head of Product on product roadmap. **Who We're Looking For** As a small and early-stage start-up, alignment on culture and values is our #1 priority. People that are successful at blithequark, regardless of role, strongly identify with the following: * You are a humble over-achiever. You're constantly asking for and excited about feedback that helps you learn and grow. * You don't take yourself too seriously. You like to work hard but not without plenty of smiles and laughs along the way. * You are delusionally optimistic. Big challenges and projects excite and motivate you. * You have exceptional integrity and always do the right thing, even if and especially when no one else is watching. * You are a problem solver, not a problem identifier. Your first reaction when encountering something that isn’t working is to think “What can I do to make this better?” * You strive to perfectly balance individual initiative with humility and collaboration, understanding when it is better to ask for help and when it is better to solve a problem independently. * You move with a self-imposed sense of urgency. You strive to constantly find the perfect balance between speed and quality and you understand when to make that tradeoff. * You have a high bar for quality and you honor your commitments. * You are excited about building foundations and you love learning new things as part of that. You have a bias towards documentation and writing things down. * You are excited about working in an early-stage, high-growth, fast-paced environment where you can have meaningful ownership and impact on the business, and understand that that is a significant commitment. **Job Requirements** * 5+ years of Account Management or Customer Success experience in a Enterprise B2B SaaS role, managing customer relationships with 6-figure contracts at global enterprise organizations of 1,000-10,000 people. * Experience partnering with a cross-functional set of senior (Director+) stakeholders in enterprise organizations: influencing indirectly through champions, org mapping, and multi-threading complex organizational matrices to ensure successful product deployments and renewals. * Experience working with and effectively collaborating with technical and non-technical stakeholders in go-to-market, data, and operations. * Strong business acumen - you think business outcomes first, and can connect product adoption to business value. * Experience managing complex programs and initiatives, spanning hundreds of users, and many teams to quantifiable success. * You know how to communicate effectively to drive impact, across all forms (docs, emails, Slack messages, Powerpoint presentations) and at all levels (from AE to CRO). * You're a top performer, and can prove it. You have a track record of success with your customers. **Nice to Have** * Deep understanding of typical SaaS go-to-market motions and Sales strategies. * Experience in a Sales org as BDR/SDR, AE or AM. * Familiarity supporting GTM teams in previous roles. * Familiarity with or excitement around learning product-led-sales. * Passion for data products and especially the potential for products to unlock new capabilities by empowering non-technical users with data. **Compensation & Benefits** This role has the following on-target-earnings (OTE) target: $140,000 to $190,000. Compensation also includes equity and numerous perks and benefits, including: * Best in class medical, dental, and vision plans through our PEO. * A monthly wellness stipend to help support you in your health goals. * 401K through Guideline to help you invest in your future. * Access to mentorship programs through First Round Capital for personal growth and development. * 10 company holidays and discretionary vacation with a baseline requirement of 2 weeks / year. We work hard but don’t want you to burn out! * Work from home stipend to help you succeed in a remote environment. **How to Apply** If you're still reading this and want to ensure your application is read, send an email to [email protected] and [email protected] with "Customer Success App" in the subject line and tell me why you are excited to be part of the team. We look forward to meeting you! **DE&I** At blithequark, we welcome your diverse backgrounds and celebrate different perspectives that challenge the status quo. We will never discriminate on the basis of religion, color, gender identity, disability, marital status or any other characteristics protected by law.