Experienced Principal Customer Success Manager – Strategic Customer Success Leadership and Digital Experience Optimization Expert

Welcome to blithequark Imagine being part of a dynamic team that is revolutionizing the way businesses understand and improve their digital experiences. At blithequark, we are passionate about empowering companies to uncover insights, optimize customer and employee journeys, and deliver exceptional online interactions. Our technology makes every customer experience smoother and more personalized, and we are committed to making a lasting impact in the industry. As a leader in the behavioral data platform space, blithequark is dedicated to fostering a culture of innovation, collaboration, and growth. We believe that our people are our greatest asset, and we are committed to providing a work environment that is supportive, flexible, and empowering. If you are a motivated and experienced customer success professional looking for a new challenge, we invite you to join our team as a Principal Customer Success Manager. Job Overview In this critical role, you will serve as a trusted advisor to our most valuable customers, helping them achieve maximum value from our suite of products. You will provide strategic guidance and product enablement, drive product adoption, remove roadblocks, proactively manage risk, and identify opportunities for new products and services within your book of business. You will report to the Director, Strategic Customer Success and work closely with our Sales, Marketing, and Product teams to drive retention, expansion, and growth. As a Principal Customer Success Manager at blithequark, you will be a power user of our platform, leveraging your product knowledge and strategic expertise to help customers accomplish key business objectives. You will engage consistently with a highly specialized book of accounts, delivering excellent service in a way that’s value-driven and differentiated. You will build close working relationships with our Sales organization to drive retention and expansion, and will collaborate with our Product and Marketing teams to influence platform feature decisions and positioning. Key Responsibilities Oversee the customer experience for a portfolio of 10-20 enterprise-level, high-value accounts with the goals of retention and growth. Ensure blithequark’s most strategic customers receive maximum value from their investment in our platform, utilizing key features that drive their intended business outcomes, while also documenting the value and ROI delivered. Forecasting, identifying risk, and maintaining a strong customer renewal rate and growth rate in partnership with the Account Executive team. Partner with multiple internal cross-functional teams (Sales, Marketing, Product, and blithequark executive leadership) to develop and execute success plans that align stakeholders on growth strategies and risk mitigation. Create and deliver Executive Business Reviews, presentations, and strategic consultations to align on goals, priorities, growth opportunities, and overall business vision to support optimal adoption of the blithequark platform. Represent blithequark as a leading domain and product expert in customer interactions, industry and corporate events, as well as online within both customer-facing and internal communities. Be an advocate for customers’ product feature priorities internally within blithequark and align with the product team around driving the product roadmap. Requirements and Qualifications To be successful in this role, you will need to have: 6+ years of experience in Customer Success Management or a related field. Experience managing a minimum of $4-6M ARR, working with large Fortune 500 or Global 2000 sized customers. A proven track record of measurably impacting customer results through creative problem-solving, strategic consulting, and change management. Experience in doing this with SaaS platforms is desired but not required. Exceptionally strong communication and relationship-building skills, with the ability to multithread across stakeholders and deliver compelling executive-level presentations. Strong analytical and problem-solving skills with the ability to develop quick, accurate situational awareness. Skills and Competencies In addition to the requirements and qualifications listed above, the ideal candidate will possess: Excellent communication, interpersonal, and project management skills. Strong business acumen and understanding of the digital experience landscape. Ability to work in a fast-paced environment and prioritize multiple tasks and projects. Strong analytical and problem-solving skills, with the ability to analyze data and make informed decisions. Experience working with cross-functional teams, including Sales, Marketing, and Product. Career Growth and Development At blithequark, we are committed to the growth and development of our employees. As a Principal Customer Success Manager, you will have access to: Professional development opportunities through training programs, career coaching sessions, and an annual learning subsidy. Opportunities to work on high-impact projects and collaborate with cross-functional teams. A supportive and collaborative work environment that encourages innovation and creativity. A clear path for career advancement and growth within the company. Work Environment and Company Culture At blithequark, we pride ourselves on our dynamic and supportive work environment. We offer: A remote-first work environment with flexible paid time off and an annual company-wide closure. A comprehensive benefits package, including sponsored benefit packages for US-based employees and supplemental coverage options for international employees. A monthly productivity stipend and reimbursement for remote colleagues for their initial home office set up. Opportunities to connect with fellow employees in real life through team off-sites, a lively home office, and annual full-company meet-up. Paid parental leave, bereavement leave, and miscarriage/pregnancy loss leave. A global fertility and family building benefit that encompasses all journeys to growing your family. Compensation and Benefits The base salary for this position ranges from $110,000 – $130,000 USD. In addition to the base salary, this role has an OTE (on-target earnings) of $157,143 – $185,714 USD. Total compensation will vary based on relevant experience, qualifications, and market conditions. Conclusion If you are a motivated and experienced customer success professional looking for a new challenge, we invite you to join our team at blithequark as a Principal Customer Success Manager. With our commitment to innovation, collaboration, and growth, we offer a dynamic and supportive work environment that encourages creativity and excellence. Apply now to take the first step in your journey with blithequark and discover the opportunities that await you. blithequark is proud to be an equal opportunity workplace dedicated to fostering an increasingly diverse community. We want candidates of all human varieties, backgrounds, and lifestyles. There’s no problem that can’t be made better by bringing together people with a broader set of perspectives. If our product, values, and community resonate with you, please apply – we’d love to hear from you!