Senior Manager, Global Customer Success and Enterprise Client Relationship Development at blithequark

About blithequark Imagine being part of a pioneering organization that has been at the forefront of cybersecurity training and education since 2007. blithequark, founded by the visionary creators of Kali Linux, is the world's leading provider of continuous professional and workforce development, training, and education for cybersecurity practitioners. Our unique pedagogy and practical, hands-on learning approach have been instrumental in helping organizations bridge the infosec talent gap by equipping their teams with the most critical skills required today. Join our vibrant global community and work from anywhere. With team members spanning over 40 countries, we celebrate diversity and inclusivity, fostering an environment where individuals from all backgrounds and communities can thrive. Our team comprises internationally published authors, renowned conference speakers, and seasoned IT professionals from both the private sector and governments worldwide, ensuring a rich tapestry of expertise and experience. If you're passionate about our mission and the impact we're making in the cybersecurity landscape, we invite you to apply and become an integral part of our journey. About the Role The Enterprise Customer Success team at blithequark is the cornerstone of our long-term partnerships with our esteemed Enterprise clients. As a Senior Manager of Customer Success, you will spearhead a global team dedicated to the onboarding, engagement, and retention of these valued clients. Your expertise will guide both new and existing accounts through the setup, education, and seamless integration of blithequark's comprehensive offerings, aligning them with their strategic cybersecurity training objectives. In this pivotal role, you will serve as a strategic bridge between blithequark's sales, customer support, and cross-functional teams, driving customer satisfaction and maximizing the utilization of our Training Library. Your ability to foster strong, lasting relationships with our enterprise clients will be crucial, ensuring their onboarding experience is flawless and their engagement with our services is proactive and meaningful. Duties and Responsibilities Lead and Develop a High-Performing Team: Oversee a global team of 10+ customer success professionals, ensuring comprehensive regional coverage and operational excellence that meets the highest standards of customer success. Champion Cross-Functional Collaboration: Advocate for customer-centric improvements across all departments, influencing product development, marketing, and support teams to elevate the overall customer experience and satisfaction. Measure and Drive Customer Value: Define and implement success metrics, crafting strategies to quantify and enhance the value our customers derive from blithequark's training programs and certifications, ensuring a significant and lasting impact. Foster a Customer-Centric Culture: Embed a company-wide focus on optimizing the customer experience, emphasizing long-term customer satisfaction, retention, and lifetime value, and ensuring that customer needs are at the forefront of all our initiatives. Understand and Navigate the Customer Journey: Develop a deep understanding of the customer journey from the initial engagement, onboarding, adoption, expansion, and renewal, driving engagement and retention strategies that cater to each stage of this journey. Define and Execute a Premium Customer Experience: Establish a standardized success plan template that guides customers through their journey with blithequark, ensuring a consistent, high-value experience that exceeds expectations. Implement a Multi-Channel Support System: Deploy an enterprise-grade communication system that includes email, live chat, self-service, and other communication channels, ensuring that our customers can engage with us in the manner that best suits their needs. Define Key Performance Metrics: Establish and track critical performance metrics, including retention rates, Net Promoter Score, response times, time to value, and customer risk scores, using these insights to inform and refine our customer success strategies. Manage Executive-Level Engagements and Escalations: Interact with senior leadership internally and externally to drive strategic initiatives, advocate for customer needs, and resolve escalations in a timely and effective manner, ensuring that our customers feel valued and supported at all levels. Enhance the Sales-to-Customer Success Handoff: Collaborate closely with the sales team to ensure a seamless transition from sales to customer success, optimizing the customer onboarding experience and laying the groundwork for long-term engagement and satisfaction. Qualifications Education: Bachelor’s degree or equivalent experience, with a preference for candidates who have a background in business administration, marketing, or a related field. Experience: 7+ years in a customer success, customer support, or account management role, with at least 3 to 5 years of leadership experience, preferably in managing enterprise corporate or government clients in a high-touch, customer success-driven environment. Proven Track Record: A demonstrated history of successfully managing and growing customer success teams, with a focus on delivering exceptional customer experiences and driving business growth through customer retention and expansion. Leadership and Coaching Skills: Strong leadership, coaching, and team development skills, with the ability to motivate and guide a global team towards achieving outstanding results and exceeding customer expectations. Customer Success Strategies: Experience in implementing customer success strategies, including onboarding, engagement, and retention frameworks, with a deep understanding of how to tailor these strategies to meet the unique needs of enterprise clients. Technical Expertise: Familiarity with customer support ticketing systems, analytics, and reporting tools, with the ability to leverage data insights to inform customer success initiatives and drive continuous improvement. Organizational and Project Management Skills: Excellent organizational, project management, and time management skills, with the ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines in a fast-paced environment. Communication Skills: Superior verbal and written communication skills, with the ability to engage effectively with executive stakeholders, communicate complex ideas simply, and craft compelling narratives that resonate with our customers and internal teams. Analytical Mindset: A strong analytical mindset with the ability to interpret customer data, identify trends and patterns, and drive actionable insights that inform our customer success strategies and initiatives. Adaptability and Resilience: The ability to thrive in a fast-paced environment, balancing multiple priorities, meeting deadlines, and adapting to changing circumstances with agility and resilience. Working Conditions This role is a full-time salaried position that offers the flexibility to work from anywhere, with a requirement to work within the Eastern Time zone. As a global company, we embrace remote work and provide the tools and support necessary for our team members to excel in their roles, regardless of their location. Direct Reports This position will have multiple direct reports, providing an opportunity to lead, mentor, and develop a team of customer success professionals who are passionate about delivering exceptional customer experiences. EEO Statement blithequark is committed to providing equal employment opportunities to all employees and applicants for employment, prohibiting 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, ensuring that every individual has the opportunity to contribute and succeed within our organization. Career Growth and Learning Benefits At blithequark, we believe in the growth and development of our team members. As a Senior Manager of Customer Success, you will have access to a wide range of learning and development opportunities, including training programs, workshops, and conferences, designed to enhance your skills and knowledge in customer success, leadership, and cybersecurity. Our commitment to career growth is evident in our internal promotion and development programs, which provide a clear path for advancement and the opportunity to take on new challenges and responsibilities as you grow within the company. Work Environment and Company Culture blithequark prides itself on its vibrant and inclusive company culture, which values diversity, creativity, and innovation. Our team members are passionate about what they do, and we foster an environment that encourages collaboration, open communication, and mutual respect. As a global company, we celebrate our differences and believe that our diverse perspectives and experiences are the foundation of our success. We are committed to creating a workplace where everyone feels valued, supported, and empowered to contribute their best work. Compensation, Perks, and Benefits blithequark offers a competitive compensation package, including a salary, benefits, and perks that are designed to attract and retain top talent in the industry. Our benefits package includes health insurance, retirement savings plans, and paid time off, among other benefits, to ensure that our team members and their families are well taken care of. In addition to our comprehensive benefits package, we also offer a range of perks, including flexible working hours, remote work options, and access to the latest technologies and tools, to support our team members' well-being and productivity. Conclusion If you are a motivated and experienced customer success professional looking for a new challenge, we invite you to apply for the Senior Manager, Global Customer Success and Enterprise Client Relationship Development role at blithequark. This is an exciting opportunity to join a dynamic and growing company that is making a significant impact in the cybersecurity industry. As a Senior Manager of Customer Success at blithequark, you will have the opportunity to lead a global team, develop and implement customer success strategies, and drive business growth through customer retention and expansion. You will be part of a vibrant and inclusive company culture that values diversity, creativity, and innovation, and you will have access to a wide range of learning and development opportunities to enhance your skills and knowledge. Don't miss this opportunity to join our team and contribute to our mission of providing continuous professional and workforce development, training, and education for cybersecurity practitioners. Apply now and become part of our journey to make a difference in the cybersecurity landscape.