Strategic Customer Success Manager – Enterprise Account Delivery and Operational Excellence at blithequark

About blithequark At blithequark, we're pioneering the infrastructure to empower borderless teams, revolutionizing the way businesses operate globally. By seamlessly handling global payroll, benefits, taxes, and compliance, our cutting-edge technology enables companies to hire the best talent from anywhere in the world, compliantly and effortlessly. Our mission is to create a world where everyone has access to dream jobs, regardless of their location, and where companies can thrive without the constraints of geographical boundaries. If you're passionate about being part of a movement that's redefining the future of work and want to contribute to our vision of enabling people to work in their dream jobs, for any company, and from anywhere in the world, we invite you to join our journey. At blithequark, we're committed to building a diverse, global team that represents different backgrounds, perspectives, and experiences. We welcome applications from everyone, regardless of gender, ethnicity, sexual orientation, religion, civil or family status, age, or disability. Being part of blithequark means being part of a vibrant, international family that's dedicated to making a meaningful impact. Position Overview We're seeking a highly skilled and proactive Strategic Customer Success Manager to oversee the operational execution and ongoing support for our most critical enterprise accounts. This role is pivotal in ensuring the seamless delivery of services, resolving day-to-day issues, and continuously improving operational workflows that impact customer satisfaction and success. As a key member of our team, you will act as the operational point of contact for our valued clients, collaborating closely with cross-functional teams including Sales, Product, Support, and Engineering to deliver a consistent and high-quality customer experience. Key Responsibilities Ensure high levels of customer satisfaction by managing response times, NPS, and CSAT scores, leveraging data-driven insights to inform strategic decisions. Serve as the primary operational contact for designated enterprise customers, ensuring all service delivery components are executed effectively and meet agreed-upon service levels, fostering strong relationships built on trust and reliability. Monitor and manage daily customer issues, triaging and coordinating resolution with internal teams to minimize impact and communicate updates clearly and promptly, ensuring transparency and accountability. Identify inefficiencies or pain points in customer-related processes and partner with internal stakeholders to recommend and implement improvements, driving operational excellence and customer delight. Track and manage execution of customer deliverables, ensuring milestones, SLAs, and KPIs are consistently met across operational functions, and provide actionable insights to internal teams and customers to inform strategic growth initiatives. Maintain and analyze key operational metrics related to account health, service delivery, support ticket trends, and usage patterns; provide data-driven recommendations to internal teams and customers to optimize performance and customer experience. Work closely with Customer Success Managers, Technical Support, Implementation, and Product teams to ensure a unified and seamless experience for customers, aligning efforts to drive customer satisfaction and retention. Lead or support regular operational review calls with customers, providing updates on performance metrics, issue resolution, and process enhancements, and leveraging these interactions to deepen customer relationships and identify opportunities for growth. Ensure all operational procedures and account-specific requirements are documented and followed in accordance with customer contracts and internal policies, maintaining the highest standards of compliance and operational integrity. Build and maintain strong relationships with mid-market and enterprise-level customers, acting as their primary point of contact and trusted advisor, and providing strategic guidance and support to drive mutual success. Anticipate customer needs and proactively address potential issues, providing timely and effective solutions that meet or exceed customer expectations, and fostering a culture of customer-centricity and continuous improvement. Focus on customer retention and identify opportunities for account expansion, driving additional revenue growth through strategic upselling and cross-selling initiatives, and collaborating with sales and marketing teams to align efforts and maximize impact. Work closely with sales, marketing, and product teams to align efforts and ensure a seamless customer experience, leveraging cross-functional collaboration to drive business outcomes and customer success. Essential Qualifications Bachelor’s degree in Business, Operations, or a related field, with a strong foundation in business principles, operational management, and customer success strategies. 3–5 years of experience in customer operations, project management, or enterprise account delivery roles, ideally in HR tech, SaaS, or global services, with a proven track record of driving customer satisfaction and operational excellence. Proven success managing operational delivery for mid-market or enterprise clients in a B2B environment, with a deep understanding of the complexities and challenges of enterprise account management. Strong organizational and project management skills, with experience managing SLAs, KPIs, and cross-functional deliverables, and a proven ability to prioritize tasks, manage multiple projects, and meet deadlines in a fast-paced environment. Comfortable with process mapping, root cause analysis, and continuous improvement practices, with a strong analytical mindset and a passion for data-driven decision making. Excellent communication and relationship management abilities; capable of leading customer-facing conversations with confidence, and building strong relationships with customers, stakeholders, and team members. Proficiency in CRM and project management tools (e.g., Salesforce, Asana, Notion, JIRA), with a strong understanding of technology and its applications in customer success and operational management. Analytical mindset with the ability to extract insights from operational data, and a proven ability to leverage data to inform strategic decisions and drive business outcomes. Comfortable working in a fast-paced, high-growth environment with a bias for action, and a strong ability to adapt to changing priorities, deadlines, and customer needs. Strong problem-solving skills and a proactive approach to customer support, with a passion for delivering exceptional customer experiences and driving customer satisfaction. Preferred Competencies Excellent communication and interpersonal skills (written and verbal), with a keen attention to detail and discipline, and a proven ability to communicate complex ideas and concepts to diverse audiences. Strong decision-making and organizational skills, with the ability to provide expert advice and practical solutions, and a proven ability to prioritize tasks, manage multiple projects, and meet deadlines in a fast-paced environment. Proven ability to collaborate effectively with cross-functional teams, leveraging communication skills, knowledge, and expertise to resolve issues, and a strong ability to build and maintain strong relationships with team members, stakeholders, and customers. What it's like working at blithequark Our product is at the heart of our service. We're a technology company that's pioneering the infrastructure to empower borderless teams, and we're committed to building a workforce management platform that allows our customers to hire the best talent in minutes, without worrying about compliance, payroll, or HR admin. Our amazing team and environment are what set us apart. Working at blithequark means you're working on something very exciting: Allowing every person on the planet to have access to equal opportunities in living a fulfilled work and personal life. We believe in hiring from within and going the extra mile to retain top talent. As the company continues to grow extremely fast, you will be given the opportunity to develop and grow alongside, and to make a meaningful impact on our mission and vision. Our benefits and perks are designed to support your growth and well-being. As a member of our team, you'll enjoy a competitive salary, an asynchronous working environment, and the flexibility to work from anywhere in the world. We're a "Remote-First" company, and we believe in giving our team members the autonomy to work in a way that's best for them. You'll also have the opportunity to work from abroad for a short period of time, and to experience new cultures and ways of working. We provide all new joiners with the necessary hardware to ensure you have the tools you need to succeed from day one, and we offer growth opportunities within the company to help you develop your skills and advance your career. How to apply If you're excited about the opportunity to join our team and contribute to our mission, please fill out the application form and upload your CV in a PDF format. If you don’t have an up-to-date CV but you are still keen to reaching out, please feel free to add a copy of your LinkedIn profile instead. We can't wait to hear from you and explore how you can make a difference at blithequark. Need help or have questions about the application process? Get in touch with us at [email protected], and we'll be happy to assist you.