Introduction to blithequark
At blithequark, we are revolutionizing the way businesses approach compliance and risk management. As a trust management platform, we utilize AI-driven automation to modernize governance, risk, and compliance, enabling thousands of businesses to develop a more secure, proactive, and risk-aware organization. Our mission is to serve as the trust layer between great companies, and we are committed to helping our customers maintain trust with their clients. We recognize the importance of earning and keeping the trust of our customers when it comes to protecting their data, and we are dedicated to making this process more efficient, scalable, and cost-effective.
About the Role
We are seeking an experienced Customer Success Manager - Commercial to join our team at blithequark. As a Customer Success Manager, you will be the driving force behind delivering exceptional customer experiences, fostering trust, integrity, and long-term success through proactive engagement and data-driven insights. You will build lasting relationships with our customers and cross-functional teams, driving retention, product adoption, and growth. With a competitive fire and collaborative spirit, you will tailor customer programs that optimize and automate alongside our customers, championing diverse perspectives to achieve the best outcomes.
Key Responsibilities
- Serve as the primary point of contact and guide the overall relationship with customers, increasing adoption and product use to drive NPS, expansion, and renewal, working collaboratively with the blithequark team and stakeholders.
- Work collaboratively across pillars of Customer Success, Go-to-Market, Operations, and blithequark leadership teams to identify and realize value and revenue opportunities for each of our customers.
- Partner with blithequark's account executive, management, and other sales leaders to assure we continue a value-selling based approach through the customer journey from point of sale through expansion and renewal.
- Engage daily and voraciously with our customers' and your own performance metrics and data, leveraging all available datasets to fuel more effective and efficient work and customer engagements.
- Establish regular cadence meetings (weekly, monthly, quarterly, etc.) with each customer to align and realign on business objectives, KPIs, product use and product opportunities, progression of customer compliance journey, and overall compliance status.
- Conduct milestone meetings between customers and blithequark Customer Success pillars, expanding customer relationship networks between their teams and ours (solutions architecture, compliance experts) in order to identify and drive value based on customer objectives.
- Conduct QBRs with executive and C-level team members from customer organizations and blithequark for our most strategic relationships.
- Build and maintain a deep understanding of blithequark's platform and engage with customers about the most relevant features/functionality for their specific business needs.
- Become a trusted advisor for customers around best practices for progressing their compliance journey with blithequark, establishing, nurturing, and expanding relationships within each customer organization in concert with relevant blithequark team members and stakeholders.
- Leverage relationships, data/metrics, and team resources to proactively identify, assess, and flag risk, and collaborate with the team to mitigate and address it.
- Help to grow mutual accountability between blithequark and its customers as we build product, service models, and continually improve our delivery and execution.
Essential Qualifications
- 5+ years of experience in a Customer Success Management role.
- BA/BS or Equivalent.
- Power user/expertise in Slack, Zoom, Google Workspace/GSuite, and CRM systems (Catalyst, Salesforce, etc.) required.
- Experience with Jira/ticketing, Gong, Sigma/data dashboards, Chili Piper/calendaring software, Notion preferred.
- Experience in B2B SaaS required.
- Security, Compliance, and/or GRC experience strongly preferred.
- Empathetic, diplomatic, honest communicator, with demonstrable mastery of written and verbal communication.
- Active listener and capacity to synthesize and take action on complex dialogue and information.
- Data-fueled approach to CSM work, voracious learner.
- Collaborative, coachable, constructive attitude.
- Embody our ethos of ‘Trust’.
- Demonstrable previous successes in a high-growth environment.
- Resilient and adaptable to change.
- High capacity for managing, prioritizing, and balancing customer and organizational workload (meetings, tasks, administrative, email, project work, etc.).
Preferred Qualifications
- Experience working with cross-functional teams, including sales, marketing, and product development.
- Knowledge of compliance regulations and industry standards, such as SOC 2, ISO 27001, and HIPAA.
- Experience with project management tools, such as Asana, Trello, or Jira.
- Strong analytical and problem-solving skills, with the ability to analyze data and make informed decisions.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
Skills and Competencies
- Strong understanding of customer success principles and practices.
- Ability to analyze data and make informed decisions.
- Excellent communication and interpersonal skills.
- Strong problem-solving and analytical skills.
- Ability to work in a fast-paced environment and prioritize multiple tasks and projects.
- Strong attention to detail and organizational skills.
- Ability to build strong relationships with customers and internal stakeholders.
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our employees. As a Customer Success Manager, you will have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences. You will also have access to training and development programs, including workshops, webinars, and conferences, to help you build your skills and knowledge in customer success and compliance. Additionally, you will have the opportunity to work with a variety of customers across different industries, which will help you build your understanding of different business models and compliance requirements.
Work Environment and Company Culture
At blithequark, we are committed to creating a positive and inclusive work environment that values diversity, equity, and inclusion. We believe that our employees are our greatest asset, and we are committed to providing them with the tools and resources they need to succeed. Our company culture is built on the principles of trust, transparency, and collaboration, and we are committed to creating a workplace where everyone feels valued, respected, and empowered to contribute their best work.
Compensation, Perks, and Benefits
We offer a competitive compensation package, including a base salary, variable compensation, and stock options. We also offer a range of benefits, including health insurance, retirement savings, and paid time off. Additionally, we offer a range of perks, including flexible work arrangements, professional development opportunities, and access to the latest technology and tools.
Conclusion
If you are a motivated and experienced Customer Success Manager who is passionate about delivering exceptional customer experiences, we encourage you to apply for this role at blithequark. As a member of our team, you will have the opportunity to work with a talented group of professionals who are dedicated to helping businesses succeed. You will also have the opportunity to build your skills and knowledge in customer success and compliance, and to contribute to the growth and development of our company. We look forward to hearing from you!
Apply Now