**Manager, Strategic Customer Success – Driving Business Outcomes and Customer Loyalty at blithequark**

Are you a seasoned leader with a passion for driving business outcomes and customer loyalty? Do you have a proven track record of successfully leading high-performing Customer Success teams in B2B SaaS environments? If so, we invite you to join blithequark as our Manager, Strategic Customer Success. In this critical leadership role, you will be responsible for owning career development, recruiting efforts, account-level strategy, retention, and upsell targets for our remote, US-based team. You will collaborate with Directors of Strategic Accounts and Regional Vice Presidents, along with other departments, to ensure our CSMs effectively help our most valuable customers achieve business success through blithequark's suite of solutions. **About blithequark** blithequark empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations, and finance teams can manage their drivers, vehicles, equipment, and fleet-related spend in a single system. Combined with industry-leading AI, the blithequark platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks. We serve more than 100,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector. **What You'll Do** As our Manager, Strategic Customer Success, you will be responsible for leading a team of 6-9 Strategic Customer Success Managers to exceed their retention goals for a portfolio of high-value, high-complexity strategic accounts. You will develop and constantly iterate playbooks that drive outcomes for blithequark's strategic clients. You will leverage data and analytics to advocate for the client base, care for team performance, and accurately forecast the business, including net revenue retention and gross retention rate. Your key responsibilities will include: * Leading a team of 6-9 Strategic Customer Success Managers to exceed their retention goals for a portfolio of high-value, high-complexity strategic accounts * Developing and constantly iterating playbooks that drive outcomes for blithequark's strategic clients * Leveraging data and analytics to advocate for the client base, care for team performance, and accurately forecast the business, including net revenue retention and gross retention rate * Owning advocating for strategic clients with internal stakeholders to drive value and ensure client outcomes are achieved, acting as the voice of the customer within the organization * Managing pipeline reviews, escalations, team meetings, and expectations around Executive Business Reviews and Account Planning, with a focus on delivering high-touch, white-glove service to large, key accounts * Defining and executing tailored success plans to help strategic customers achieve their business objectives, including identifying and formalizing solutions to their biggest challenges * Identifying and pursuing upsell and cross-sell opportunities in collaboration with sales * Monitoring customer health, proactively mitigating risks, and securing renewals * Collaborating with product development, sales, and marketing teams to communicate customer feedback and advocate for improvements that align with client needs * Cultivating and managing strong internal and external relationships to ensure our customers' needs are consistently driven forward **What We're Looking For** We are seeking a seasoned leader with a proven track record of successfully leading high-performing Customer Success teams in B2B SaaS environments. The ideal candidate will have: * 5+ years proven track record of successfully leading a high-performing Customer Success team in B2B SaaS, with a focus on strategic or enterprise clients * Demonstrated ability to lead a team of 6-9 CSMs with Strategic clients, each carrying a book of business over $4M in ARR * Execution-focused leader with an emphasis on process excellence, utilizing technology specifically with AI * Ability to leverage data to inform decision-making and identify opportunities to service the existing account base better, translating data into actionable insights * Collaborative leader that fosters strong internal partnerships with key stakeholders to effectively advocate for clients * Strong understanding of growth and retention strategies in B2B environments * Excellent communication and presentation skills, with the ability to engage C-level executives and tailor messaging to diverse audiences * Experience with change management, motivating and overcoming barriers to significant, transformational change * Proven ability to build and maintain strong relationships with customers, understanding their unique needs and driving successful outcomes * Demonstrated experience in managing complex internal and external relationships to achieve customer success objectives **What We Offer** As a Manager, Strategic Customer Success at blithequark, you will have the opportunity to work with a talented team of professionals who are passionate about driving business outcomes and customer loyalty. We offer a competitive compensation package, including: * On-target earnings (base pay + commissions) ranging from $240,000 to $301,000 USD * Benefits including health, pharmacy, optical, and dental care benefits, paid time off, sick time off, short-term and long-term disability coverage, life insurance, and 401(k) contribution * Opportunities for career growth and professional development * Collaborative and dynamic work environment * Recognition and rewards for outstanding performance **Why Join blithequark?** At blithequark, we are committed to creating a diverse and inclusive workplace that values and respects the contributions of all employees. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities, and perspectives. If you are a motivated and results-driven leader who is passionate about driving business outcomes and customer loyalty, we encourage you to apply for this exciting opportunity. **How to Apply** If you are interested in joining blithequark as our Manager, Strategic Customer Success, please submit your application through our website. We look forward to reviewing your application and discussing this opportunity further with you. **Equal Employment Opportunity** blithequark is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that values and respects the contributions of all employees.