Experienced Manager of Startup Customer Success for AMER Region - Leading High-Performing Teams and Driving Strategic Initiatives in a Fast-Paced SaaS Environment

Welcome to blithequark At blithequark, we're passionate about empowering fast-moving founders and hiring teams to achieve their goals. As a leader in the SaaS industry, we're committed to delivering exceptional customer experiences through a combination of scalable onboarding, proactive enablement, and thoughtful human touch. Our Startup Customer Success team plays a critical role in helping our early-stage customers succeed, and we're now looking for an experienced Manager to join our team and help drive our broader strategic initiatives. About the Role As the Manager of Startup Customer Success, you'll have the opportunity to lead a team of high-performing Customer Success Managers (CSMs) who support blithequark's early-stage customers across the AMER region. Your mission will be to help these customers achieve their goals by delivering great outcomes through a combination of scalable onboarding, proactive enablement, and thoughtful human touch. You'll partner closely with leaders from our Support, Contract Management, and High Touch Customer Success teams to deliver an excellent and consistent customer experience. Key Responsibilities Lead and coach a team of Startup CSMs who serve customers across onboarding and enablement to deliver great outcomes Foster team growth through 1:1s, skill-building, and thoughtful feedback Support team operations and quality assurance for our shared inbox, live customer engagements, and project work Scale our programmatic success model across the customer journey while maintaining empathy and precision in each customer touchpoint Collaborate cross-functionally to evolve how blithequark supports its startup customers Represent the Startup CS perspective in internal planning around resourcing, tooling, and product roadmap Role Requirements To be successful in this role, you'll need to have experience managing or mentoring CSMs in a scaled or pooled CS model in a SaaS environment. You should be able to foster a culture of empathy, accountability, and continuous growth, and have a deep understanding of the customer lifecycle and how to improve onboarding, adoption, and retention through thoughtful, repeatable approaches. Essential Qualifications Team Leadership & Coaching: Experience managing or mentoring CSMs in a scaled or pooled CS model in a SaaS environment Customer Journey Expertise: Understanding of the customer lifecycle and experience improving onboarding, adoption, and retention through thoughtful, repeatable approaches Customer Success at Scale: Ability to scale what works while staying flexible in the face of new needs and balancing 1:many engagement strategies with strong judgment around when dedicated support matters most Operational Excellence: Energy for operations, including process quality, internal tools, and smooth execution Leading from the Front: Willingness to roll up your sleeves and uplevel the team, including inbox reviews, shadowing, and quality checks Data-Driven: Comfort using data and metrics to inform decision-making and continually improve the team and customer experience Great Communicator: Ability to communicate clearly and with care, especially in fast-moving or ambiguous situations Problem-Solving Orientation: Thoughtful, pragmatic, and eager to find solutions that fit the unique needs of your team and customers You'll be a Great Fit if: We're looking for someone who takes pride in helping others succeed, thinks like a builder, and brings calm to complexity. You should be excited to improve what exists, create what doesn't, and iterate quickly without sacrificing quality. You'll thrive in a high-variety environment, enjoy context switching, and find joy in systems. You'll also believe in high standards, delivered kindly, and feel ownership over the whole customer success process. Preferred Qualifications Experience working in a fast-paced SaaS environment Knowledge of customer success platforms and tools Experience with data analysis and metrics-driven decision making Strong understanding of customer journey mapping and experience design Ability to work in a remote environment and collaborate with distributed teams Career Growth Opportunities and Learning Benefits At blithequark, we're committed to helping our employees grow and develop in their careers. As a Manager of Startup Customer Success, you'll have the opportunity to develop your leadership skills, expand your knowledge of the SaaS industry, and contribute to the growth and success of our company. You'll also have access to training and development programs, mentorship opportunities, and a supportive and collaborative work environment. Work Environment and Company Culture Our company culture is built on a foundation of empathy, accountability, and continuous growth. We believe in delivering high-quality work and avoiding quick hacks, and we're committed to creating a work environment that is supportive, collaborative, and inclusive. We offer a range of benefits, including competitive compensation, unlimited PTO, and a generous equipment and software budget. Compensation, Perks, and Benefits We offer a range of benefits, including: Competitive compensation Unlimited PTO with four weeks recommended per year Ten-year exercise window for stock options Twelve weeks of fully paid family leave in the US $100/month education budget Extended health benefits for you and your dependents Generous equipment, software, and office furniture budget Conclusion If you're a motivated and experienced customer success professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Manager of Startup Customer Success at blithequark, you'll have the chance to lead a high-performing team, drive strategic initiatives, and contribute to the growth and success of our company. Don't miss out on this opportunity to join our team and help shape the future of customer success in the SaaS industry. blithequark provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.