**Experienced Full Stack Customer Success Manager – Midmarket Law Firm Partnerships**

Are you a seasoned customer success professional with a passion for driving business growth and delivering exceptional customer experiences? Do you thrive in fast-paced, dynamic environments where no two days are ever the same? If so, we invite you to join our team at blithequark as a Full Stack Customer Success Manager, focused on midmarket law firm partnerships in Florida. At blithequark, we're revolutionizing the personal injury claims process with our cutting-edge AI-powered platform, Piai. Our mission is to level the playing field for victims of personal injury, empowering law firms to secure faster settlements, higher payouts, and better outcomes. As a key member of our Customer Success team, you'll play a vital role in ensuring our midmarket law firm partners achieve their business goals and maximize the value of our platform. **About blithequark** blithequark is a rapidly growing generative AI startup, driven by a talented team of innovators, engineers, and industry experts. Our platform combines machine learning, AI, and human expertise to analyze records, provide rich business insights, and automate workflows for injury law firms. Backed by top VCs, including Bessemer Venture Partners, Bain Capital Ventures (BCV), SignalFire, NFX, DCM, and more, we're the trusted partner of personal injury law firms across the United States. **Job Summary** As a Full Stack Customer Success Manager, you'll oversee a portfolio of approximately 60 mid-sized law firm accounts in Florida, balancing strategic engagement with scalability to deliver measurable customer outcomes. You'll act as a trusted advisor, advocate for customers within blithequark, and identify opportunities to expand our partnership with each customer. Your primary responsibilities will include: ### Key Responsibilities #### Proactive Account Management * Regularly conduct check-ins, business reviews, and adoption analyses to ensure customers are leveraging the full capabilities of blithequark's platform. * Collaborate with internal teams to deliver value and resolve challenges promptly. #### Strategic Partnership Development * Partner with customers to establish success metrics and ensure alignment with their business goals. * Develop and execute tailored success plans for each customer, driving measurable outcomes. #### Customer Advocacy and Success * Build and maintain strong relationships with key customer stakeholders, ranging from firm leadership to end-users. * Serve as the primary point of contact for all customer-related matters within your portfolio. #### Renewal and Retention * Own the renewal process for your accounts, working to secure favorable outcomes for both blithequark and the customer. * Analyze and mitigate risks to customer retention by addressing concerns and providing solutions proactively. #### Revenue Growth * Identify and recommend upsell or cross-sell opportunities to drive additional value for customers. * Collaborate with Sales to design customized proposals for cross-sell opportunities based on customer-specific needs. #### Insights and Feedback * Document customer feedback, use cases, and success stories to inform internal product development and roadmap planning. * Act as a voice of the customer in internal discussions to prioritize feature requests and improvements. #### Operational Excellence * Ensure all customer interactions and account activities are tracked accurately in the CSP/CRM system. * Provide regular updates on account health metrics and identify trends across your portfolio. #### Team Collaboration * Partner with cross-functional teams, including Product, Sales, and Operations, to deliver seamless customer experiences. * Share insights and best practices with the broader Customer Success team to enhance overall team performance. **Requirements** ### Education and Experience * Bachelor's degree in a related field * 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role, preferably with mid-market customers * Experience navigating a fast-paced, high-growth startup environment, balancing competing priorities while maintaining a customer-first mindset ### Skills and Expertise * Proven ability to manage a portfolio of accounts and deliver exceptional results * Strong problem-solving and critical-thinking skills with a proactive approach to customer challenges * Exceptional interpersonal, communication, and presentation abilities * Familiarity with SaaS business models, particularly recurring revenue and usage-based pricing, is a strong advantage * Experience leveraging CSPs (Customer Success Platforms) and CRM systems to manage portfolios and track customer health metrics * Legal Tech or experience working with law firms is a strong plus ### Attributes * Highly organized, detail-oriented, and capable of managing competing priorities * Collaborative and team-oriented mindset * Motivated by achieving measurable customer outcomes and delivering value ### Other Requirements * Ability to travel within the U.S. up to 25% **What We Offer** At blithequark, we're committed to empowering every team member to contribute to our mission of fostering a more just world. To that end, we offer: * Choice of medical, dental, and vision insurance plans for you and your family * Flexible paid time off * 10 US observed holidays, and Canadian statutory holidays by province * A home office stipend * 401(k) for US-based employees * Paid parental leave * Sabbatical program * A meet-up program to get together in person with colleagues in your area * Offices in San Francisco, Los Angeles, and Toronto **Join Our Team** If you're a motivated, customer-centric professional with a passion for driving business growth and delivering exceptional customer experiences, we invite you to join our team at blithequark. Apply now to become a Full Stack Customer Success Manager, focused on midmarket law firm partnerships in Florida.