Introduction to Blithequark
At blithequark, we are passionate about delivering exceptional customer experiences and driving business growth through innovative solutions. As a leader in the industry, we are committed to fostering a culture of excellence, collaboration, and continuous learning. Our team is dedicated to helping businesses succeed, and we are now seeking an experienced Customer Success and Operations Manager to join our ranks. If you are a motivated and results-driven professional with a passion for customer success, process optimization, and team collaboration, we encourage you to apply for this exciting opportunity.
About the Role
As a Customer Success and Operations Manager at blithequark, you will play a critical role in structuring, optimizing, and streamlining our customer engagement processes for small to medium-sized business (SMB) clients. This role is key to ensuring operational excellence, enhancing customer experience at scale, and contributing to our overall retention strategy. You will design and implement scalable solutions, staying customer-centric and ensuring SMB clients successfully leverage blithequark's platform. This position blends problem-solving, process improvement, and customer engagement, requiring a unique blend of skills, experience, and passion for delivering exceptional customer experiences.
Why Join Blithequark?
- Engage with a talented team of professionals passionate about customer success, process optimization, and innovation, supporting diverse organizations and industries.
- Shape our Customer Success strategy at a pivotal moment in our growth, contributing directly to blithequark's expansion and success.
- Be at the heart of the company, working cross-functionally with Customer Success, Care, Product, Sales, and other teams, while staying in close touch with customers and understanding their needs and challenges.
Our Customer Success Team
Our Customer Success team is structured into two key areas: Customer Success Management (CSM) and Care. As a Customer Success and Operations Manager, you will be part of the CSM team, working closely with the Care team and other stakeholders to deliver exceptional customer experiences and drive business growth.
Key Responsibilities
1. Customer Success Strategy & Process Optimization
- Develop and refine scalable customer engagement strategies to improve retention and satisfaction, leveraging data-driven insights and industry best practices.
- Own and implement smart process improvements using tools like Skalin, Intercom, and Hubspot to enhance efficiency, productivity, and customer experience.
- Monitor and track key customer engagement indicators, creating reports and ensuring good communication with the Revenue team to drive business growth and inform strategic decisions.
- Work with the CSMs, Care, and Product teams to develop a 100% digital support experience for SMB clients, ensuring seamless and effective customer engagement.
- Create structured playbooks and workflows that make it easier for customers to succeed independently, leveraging blithequark's platform and services.
2. Customer Engagement & Success
- Manage a portfolio of SMB clients, driving customer retention through proactive engagement, strategic guidance, and exceptional customer experiences.
- Provide strategic guidance to clients on how to effectively use blithequark's platform to build impactful e-learning programs, leveraging industry best practices and expertise.
- Regularly analyze customer engagement data, identifying opportunities for improvement and informing strategic decisions to drive business growth and customer success.
- Create engaging written content, such as newsletters and email campaigns, to educate and inform customers about blithequark's services and industry trends.
- Share customer success stories internally with Marketing, reinforcing our brand and product value, and showcasing the impact of our services on customers' businesses.
3. Process & Collaboration Enhancements
- Identify and standardize recurring actions within the Customer Success team and Care team to drive efficiency, productivity, and exceptional customer experiences.
- Serve as the owner of Skalin (CSP platform), ensuring continuous content improvement, and leveraging data-driven insights to inform strategic decisions.
- Work closely with the Data team to generate insights and create meaningful reports that guide decision-making, drive business growth, and inform customer success strategies.
- Collect and share customer feedback to support product roadmap decisions, ensuring that blithequark's services meet the evolving needs of our customers.
Tools We Use
- CSM Tools: Skalin, Intercom, Hubspot, Metabase
- Company Communication Tools: Slack, Notion
Your Profile
Must-Have Skills & Experience:
To be successful in this role, you will need:
- 3+ years of experience in Customer Success, Process Optimization, or Marketing/Growth roles in a SaaS or e-learning environment.
- Proven ability to manage the onboarding process for a large volume of clients (between 100 and 300 clients), leveraging scalable solutions and exceptional customer experiences.
- Interest in understanding customer behaviors and identifying patterns to enhance their experience, leveraging data-driven insights and industry best practices.
- Experience in streamlining processes and making work easier through smart tools and automation, driving efficiency, productivity, and exceptional customer experiences.
- Autonomous and proactive, with a strong sense of initiative and a love for teamwork and challenges, leveraging collaboration and communication to drive business growth and customer success.
- Excellent communication and relationship-building skills, with the ability to engage with customers, stakeholders, and team members to drive exceptional customer experiences and business growth.
- Ability to manage multiple projects simultaneously and prioritize effectively, leveraging project management skills and tools to drive efficiency and productivity.
- A strong problem-solving mindset, eager to improve workflows and create impactful solutions, leveraging data-driven insights and industry best practices to inform strategic decisions.
- Fluent in French, proficient in English, with excellent written and verbal communication skills, leveraging language skills to engage with customers, stakeholders, and team members.
- Interest in technology, SaaS B2B, and AI, with the ability to quickly learn and adapt to a fast-evolving tech environment, leveraging industry trends and best practices to inform strategic decisions.
Nice-to-Have:
In addition to the must-have skills and experience, the following are nice-to-have:
- Basic SQL knowledge to support data-informed decision-making, leveraging data-driven insights to inform strategic decisions and drive business growth.
- Familiarity with customer journey mapping and engagement strategies, leveraging industry best practices to inform customer success strategies and drive exceptional customer experiences.
- Previous experience leading customer training or educational workshops, leveraging expertise and industry trends to educate and inform customers about blithequark's services and industry trends.
Package and Benefits
Compensation:
- Contract type: Permanent (CDI)
- Estimated Base Salary: depending on your experience, with a competitive salary range to attract and retain top talent.
- BSPCE (stock options), providing a unique opportunity to share in blithequark's success and growth.
- 100% health insurance coverage (for employees & children), ensuring that our team members and their families are protected and supported.
- Meal card (Swile): €11.96 per day, providing a convenient and flexible way to manage meal expenses.
- Health insurance: 100% covered by Alan (for employees & children), ensuring that our team members and their families have access to quality healthcare.
- Transportation pass: 50% covered, providing a convenient and affordable way to commute to work.
- Remote work allowance for optimal working conditions, providing a flexible and supportive work environment that allows team members to thrive.
- Culture & Lifestyle Benefits: Access corporate discounts on various stores and entertainment, along with an annual stipend for cultural activities and purchases, providing a unique and rewarding work experience.
Work Organization:
- Office location: Paris / Bagnolet, an 8-minute walk from Gallieni station (Metro line 3), providing a convenient and accessible location for team members.
- Remote work: full remote possible (tax residence in France), providing a flexible and supportive work environment that allows team members to thrive.
- Monthly meeting at Maison blithequark (Paris), providing a unique opportunity for team members to connect, collaborate, and drive business growth.
- Annual seminar in attractive locations, providing a unique and rewarding experience for team members to learn, grow, and connect with each other.
Recruitment Process
- A video call to get to know each other, providing a unique opportunity to connect, collaborate, and drive business growth.
- A business case to understand your approach to client interactions, providing a comprehensive understanding of your skills, experience, and approach to customer success.
- A second interview to discuss your business case and administrative details, providing a unique opportunity to connect, collaborate, and drive business growth.
- Job offer, providing a unique opportunity to join blithequark's team and contribute to our mission and vision.
Conclusion
If you are a motivated and results-driven professional with a passion for customer success, process optimization, and team collaboration, we encourage you to apply for this exciting opportunity. As a Customer Success and Operations Manager at blithequark, you will play a critical role in driving business growth, delivering exceptional customer experiences, and contributing to our mission and vision. Join our team and be part of a dynamic, innovative, and supportive work environment that allows you to thrive and grow. Apply now and take the first step towards an exciting and rewarding career at blithequark!
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