Strategic Customer Success Manager for Enterprise SaaS Solutions - West Coast, Leading the Way in Fraud Detection and Prevention at blithequark

Welcome to blithequark blithequark is at the forefront of empowering developers to combat online fraud at its source. We are a pioneering force in the fraud detection space, dedicated to transforming innovative ideas into tangible solutions. Our products are meticulously designed with developers in mind, catering to a diverse clientele that ranges from individual developers to publicly traded companies. As a globally dispersed, 100% remote company, we pride ourselves on our strong open-source focus, with our flagship project, FingerprintJS, boasting an impressive 20K stars on GitHub. About Our Mission At blithequark, we are driven by a mission to make the online world a safer place. We have secured $77M in funding and are backed by esteemed investors such as Craft Ventures, Nexus Venture Partners, and Uncorrelated Ventures, who have previously invested in notable companies like Tesla, Facebook, Airbnb, Postman, Apollo.io, MinIO, Redis, Rollbar, and Gradle. This backing not only underscores our potential but also positions us for continued growth and innovation in the fraud detection and prevention landscape. The Role: Strategic Customer Success Manager The Customer Success Team at blithequark serves as the trusted advisor for our clients, focusing on building lasting relationships, driving product adoption, and empowering customers to achieve their goals. As a Strategic Customer Success Manager, you will play a pivotal role in advising our most strategic customers across various industries. Your expertise will guide them through successful onboarding, increased user adoption, and ultimately, a positive renewal outcome. Key Responsibilities Own the health and retention of accounts from contract execution onwards, with success measured by driving pre-sales activities and implementation to go live/steady state. You will be responsible for the post-sales customer lifecycle from onboarding through growth and renewal. Manage a portfolio of clients to ensure a high level of satisfaction with our product, focusing on measurable outcomes and guiding complex global organizations. Develop a tailored plan for each client to ensure success, linking our capabilities with their critical business workflows. Conduct regular meetings with clients to drive product adoption and address any challenges or concerns they may have. Collaborate with clients to define and achieve goals and KPIs based on their North Star metric, ensuring alignment with our solutions. Cross-Functional Collaboration At blithequark, we believe in the power of teamwork and collaboration. As a Strategic Customer Success Manager, you will work closely with our sales, product, and support teams to deliver a seamless and exemplary experience for our clients, maximizing their value from our products. This includes: Partnering with sales to identify opportunities for expansion and growth while maintaining a high level of Net Revenue Retention. Providing best practice recommendations and expert-level application support to assist in solving point-in-time challenges. Proactively identifying risks, escalation issues, and driving mitigation strategies in partnership with internal stakeholders. Collaborating with product development and technical support to resolve customer issues and concerns. Monitoring the health of your client portfolio, identifying and managing escalations and churn risks. Who You Are To excel in this role, you should have: Essential Qualifications 7+ years of experience in an Enterprise SaaS Customer Success role, with a proven track record of managing and growing a book of business of $5MM+ Annual. Experience with Zendesk and Salesforce is highly desirable. Nice to Haves Effective prioritization, multitasking, and customer engagement skills. Experience in change management, with the ability to motivate, unblock, and overcome barriers both internally and externally. Strong leadership and facilitation skills, with the ability to lead meetings with a broad range of participants, including product managers, technical engineers, directors, and C-Suite executives. Excellent communication skills, with the ability to tell compelling stories, be personable, concise, and an effective communicator in writing, conversation, and in front of an audience. Empathy, diplomacy, and poise under pressure when working through customer concerns. A team-oriented mindset, with a focus on elevating the group's performance through proactive collaboration and knowledge-sharing. What We Offer At blithequark, we are committed to creating an inclusive work environment that values diversity and promotes employee growth. We offer: A competitive base cash compensation range for this role, with a bonus structure that recognizes and rewards performance. Opportunities for professional growth and development in a rapidly expanding company. A unique chance to work with a globally dispersed team and contribute to the fight against online fraud. A flexible, 100% remote work environment that allows you to work from anywhere. Our Culture At blithequark, we pride ourselves on our open and inclusive culture. We believe in fostering an environment where every employee feels respected, valued, and empowered. We encourage open communication, collaboration, and innovation, and we are dedicated to making a positive impact on the world through our work. How to Apply If you are a motivated and experienced customer success professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter outlining your experience and why you are the ideal candidate for this role. Important Notes We have noticed an increase in recruiting impersonations across the industry. Please be aware that all blithequark recruiting email communications will always come from the @blithequark.com domain. Any outreach claiming to be from blithequark via other sources should be ignored. Due to regulatory and security reasons, there are a small number of countries where we cannot have blithequark teammates based. Additionally, because blithequark is an all-remote company, we do not sponsor visas. blithequark teammates need to be authorized to work from their home location. We are an equal opportunities employer and welcome applications from all qualified candidates. We are dedicated to creating an inclusive work environment and encourage applications from underrepresented groups in tech.