**Head of Customer Success – Transforming Customer Experience at blithequark**

Are you a seasoned customer success leader with a passion for driving business outcomes and delivering exceptional customer experiences? Do you thrive in fast-paced, dynamic environments where no two days are the same? If so, we invite you to join blithequark as our Head of Customer Success, where you'll play a pivotal role in shaping the future of our company and helping our customers achieve their goals. **About blithequark** blithequark is revolutionizing the way organizations capture, analyze, and optimize their most valuable resource: time. Our proprietary machine learning technology automates work time capture and connects time data to business outcomes, empowering firms to increase profitability, improve client delivery, and make data-driven strategic decisions. With a strong presence in the professional services industry, we serve many of the world's largest accounting and law firms, processing over 1 billion work activities annually. **Our Mission** At blithequark, we're on a mission to return time to its rightful owners. We believe that by harnessing the power of AI and machine learning, we can help organizations unlock new levels of productivity, creativity, and impact. Our team is comprised of top talent in AI, product development, and engineering, united by a shared passion for redefining productivity in the knowledge economy. **The Role** As our Head of Customer Success, you'll be responsible for developing and scaling the strategy, programs, and team that drive product adoption, deepen user engagement, and deliver measurable value for our customers. You'll serve as a key partner to our Product team, bringing structured, insight-rich customer feedback to the table and helping shape the roadmap based on real-world usage and outcomes. You'll also collaborate closely with the broader Customer Experience organization (Implementation, Account Management, and Support), as well as with Product and Sales, to deliver a seamless, intelligent, and impactful customer journey. **Key Responsibilities** * Build and lead the Customer Success team, including hiring, coaching, and developing Customer Success Managers (CSMs) * Define and execute the Customer Success strategy with a strong focus on driving product adoption, accelerating onboarding, and enhancing customer value * Own value realization outcomes, proactively driving usage, uncovering barriers to success, and ensuring customers achieve meaningful results through blithequark * Serve as a strategic partner to the Product team, identifying patterns in usage, surfacing insights from the field, and helping inform roadmap priorities and UX enhancements * Develop, uplevel, and scale Customer Success programs and playbooks across onboarding, product education, lifecycle management, and value realization * Design and continuously improve the customer journey, ensuring consistent, high-quality experiences that drive measurable outcomes at every stage of the lifecycle * Partner cross-functionally with Implementation, Account Management, Product, Sales, and Support to deliver a seamless and impactful customer experience * Develop and report on key success metrics such as product usage rates, onboarding effectiveness, realized ROI, etc * Advocate for the voice of the customer internally, surfacing insights to influence product strategy and customer experience improvements **Requirements** * 7+ years of experience in Customer Success or other customer-facing post-sales roles in B2B SaaS, including 3+ years of experience managing and scaling customer-facing teams * Experience supporting complex, enterprise customers with large ASPs and multi-faceted internal teams * Strong operational skillset with experience developing playbooks, processes, and adoption-driving initiatives * Data-driven mindset with the ability to leverage usage metrics and customer insights to inform strategy * Exceptional collaboration skills; ability to work cross-functionally with Sales, Product, Support, Implementation, and Account Management * Strong communication skills with an ability to build trust with both customer stakeholders and internal executives **Nice to Haves** * Experience scaling Customer Success teams in high-growth SaaS environments * Familiarity with Customer Success platforms (e.g., Gainsight, ChurnZero, Catalyst) and CRM systems (e.g., Salesforce) * Background working with professional services or legal industry customers * Experience operating within a functionalized post-sales model across CS, AM, and Implementation **Flexibility and Logistics** * Location: This role will be based in our company office in New York and hybrid at least 3 days per week. * Visa Sponsorship: Unfortunately, we are unable to sponsor visas at this time. **Why Join blithequark?** * To date, we've secured significant funding from renowned venture capitalists (Google Ventures, IVP, Anthos, Upfront Ventures), as well as notable individuals like Marc Benioff, Gokul Rajaram, Kevin Weil, and Alexis Ohanian * A smart, fun, collaborative, and inclusive team * Great employee benefits, including equity and 401K * Bi-annual, in-person company off-sites, in unique locations, to grow and share time with the team * An opportunity to perform at your best while growing, making a meaningful impact on the company's trajectory, and embodying our core values: understanding your "why," dancing in the rain, being your whole self, and sanctifying time **What We Offer** * A dynamic and supportive work environment that encourages innovation and creativity * Opportunities for professional growth and development in a rapidly evolving industry * A chance to make a meaningful impact on the lives of our customers and the world at large * A competitive salary and benefits package, including equity and 401K * A fun and inclusive company culture that values diversity, equity, and inclusion **How to Apply** If you're a motivated and results-driven customer success leader with a passion for driving business outcomes and delivering exceptional customer experiences, we encourage you to apply. Please submit your resume, cover letter, and any relevant work samples to [insert contact information]. We can't wait to hear from you and explore how you can join our team at blithequark!