**Senior Manager, Customer Success – Global Enterprise Team Lead at blithequark**

Are you a seasoned customer success leader with a passion for driving long-term partnerships and delivering exceptional customer experiences? Do you thrive in a fast-paced, global environment where no two days are the same? Look no further! blithequark is seeking an experienced Senior Manager, Customer Success to lead our global Enterprise Customer Success team and help us achieve our mission of empowering cybersecurity professionals worldwide. **About blithequark** Founded in 2007 by the creators of Kali Linux, blithequark is the leading provider of continuous professional and workforce development, training, and education for cybersecurity practitioners. Our distinct pedagogy and practical, hands-on learning help organizations fill the infosec talent gap by training their teams on today's most critical skills. With team members in over 40 countries, we believe in inspiring people of all backgrounds and communities. Our team is composed of diverse, internationally published authors, conference speakers, and seasoned information technology professionals from both the private sector and governments worldwide. **About the Job** As a Senior Manager, Customer Success, you will lead a global team responsible for onboarding, engagement, and retention of enterprise customers. You will guide both new and existing accounts through setup, education, and the integration of blithequark's offerings to align with their cybersecurity training goals. In this role, you will act as a strategic liaison between blithequark's sales, customer support, and cross-functional teams to drive customer satisfaction and utilization of the blithequark Training Library. You will be responsible for fostering strong relationships with enterprise clients, ensuring seamless onboarding, and driving engagement through a proactive customer success approach. **Duties and Responsibilities** * Lead and Develop a High-Performing Team: Manage a global team of 10+ customer success professionals, ensuring regional coverage and operational excellence. * Champion Cross-Functional Collaboration: Advocate for customer-centric improvements across departments, influencing product development, marketing, and support teams to enhance the overall customer experience. * Measure and Drive Customer Value: Define success metrics and create strategies to quantify and improve the value customers realize from blithequark's training programs and certifications. * Foster a Customer-Centric Culture: Instill a company-wide focus on optimizing the customer experience, emphasizing long-term customer satisfaction, retention, and lifetime value. * Understand the customer journey from land, onboarding, adoption, expansion, and renewal plays to drive engagement and retention through this journey. * Define and Execute a White-Glove Customer Experience: Establish a standardized success plan template to guide customers through their journey with blithequark, ensuring a consistent and high-value experience. * Implement a Multi-Channel Support System: Deploy an enterprise-grade communication system that includes email, live chat, self-service, and other communication channels. * Define key performance metrics and renewal plays, including retention, Net Promoter Score, response times, time to value, and customer risk scores. * Manage Executive-Level Engagements and Escalations: Interact with senior leadership internally and externally to drive strategic initiatives, advocate for customer needs, and resolve escalations effectively. * Enhance the Sales-to-Customer Success Handoff: Work closely with the sales team to ensure a seamless transition from sales to customer success, optimizing the customer onboarding experience and long-term engagement. **Qualifications** * Bachelor's degree or equivalent experience. * 7+ years in a customer success, customer support, or account management role, with at least 3 to 5 years of leadership experience. * Proven track record of managing enterprise corporate or government clients in a high-touch, customer success-driven environment. * Strong leadership, coaching, and team development skills. * Experience implementing customer success strategies, including onboarding, engagement, and retention frameworks. * Expertise in customer support ticketing systems, analytics, and reporting. * Excellent organizational, project management, and time management skills. * Superior verbal and written communication skills, with the ability to engage effectively with executive stakeholders. * Strong analytical mindset with the ability to interpret customer data and drive actionable insights. * Ability to thrive in a fast-paced environment, balancing multiple priorities and meeting deadlines. **Working Conditions** This role is a full-time salaried position. Must be able to work Eastern Time zone. **Direct Reports** This position will have multiple direct reports. **EEO** blithequark provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. **Why Join blithequark?** At blithequark, we offer a dynamic and inclusive work environment that fosters growth, innovation, and collaboration. As a Senior Manager, Customer Success, you will have the opportunity to lead a global team, drive customer success, and contribute to the growth and development of our organization. We offer a competitive salary, comprehensive benefits package, and a range of perks and rewards to support your career and personal growth. **How to Apply** If you are a motivated and experienced customer success leader looking for a new challenge, please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you! **What We Offer** * Competitive salary and benefits package * Opportunity to lead a global team and drive customer success * Comprehensive training and development programs * Collaborative and inclusive work environment * Flexible work arrangements and remote work options * Access to cutting-edge technology and tools * Recognition and rewards for outstanding performance * Opportunities for career growth and advancement **Join the blithequark Team** At blithequark, we are passionate about empowering cybersecurity professionals worldwide. If you share our vision and values, we encourage you to apply for this exciting opportunity to join our team. Together, let's drive customer success and make a difference in the world of cybersecurity!