Experienced Director of Customer Success – Strategic Leadership and Customer Experience Expertise for Long-Term Relationship Growth

Introduction to blithequark

At blithequark, our mission is to revolutionize the way companies interact with their employees, fostering a culture of engagement, productivity, and growth. As a pioneer in the employee experience and workforce communications technology, we have established ourselves as a trusted partner for over 40 of the Fortune 100 companies, reaching and connecting more than 17 million employees daily. Our team of experts is dedicated to making work better for every worker, and we are now seeking a talented Director of Customer Success to join our movement.

Our Values at blithequark

At blithequark, we pride ourselves on our unique company culture, which is built on the principles of ownership, leadership, and teamwork. Every employee is an owner, with the responsibility and credit for our progress. We see change as a catalyst for improvement and are committed to helping our coworkers and customers thrive. Our values are at the heart of everything we do, and we are looking for individuals who share our passion for making a difference in the world.

Job Summary

The Director, Customer Success position is a critical component of blithequark's long-term relationship with its global customers. As a key member of our team, you will be responsible for driving customer success, adoption, and retention, while also identifying opportunities for growth and expansion. To succeed in this role, you must have a passion for working in an entrepreneurial and fast-paced environment, with a proven track record of coaching and advancing high-performing teams. If you are a strategic leader with a desire to make a lasting impact, we encourage you to apply for this exciting opportunity.

Key Outcomes

As a Director of Customer Success at blithequark, you will be expected to achieve the following key outcomes:

• Achieve and sustain key business and financial outcomes, including 93%+ Gross Revenue Retention (GRR) and 110%+ Net Revenue Retention (NRR)
• Maintain an 83%+ ATR renewal rate and ensure 100% on-time renewals, with a 33% early renewal rate
• Reduce at-risk ARR to <15% through proactive risk mitigation and escalation practices
• Drive exceptional customer experience, adoption, and time to value, with 80%+ customer utilization of key features and workflows
• Consistently deliver 4.7+ CSAT and strong NPS through impactful, measurable customer outcomes
• Act as a key voice of the customer at the ELT level, influencing the product roadmap, services model, and go-to-market strategy

Responsibilities

As a Director of Customer Success at blithequark, your responsibilities will include:

• Developing, managing, supporting, and growing a team of Customer Success Managers (CSMs) to ensure they have the knowledge, tools, and processes to service our customers and grow their careers
• Motivating and managing the team to achieve customer onboarding, adoption, retention, and expansion goals
• Ensuring strategic engagement with customers, including role modeling, shadowing, attending team Business Reviews, and reviewing Success Commitments
• Forecasting renewals and expansion, and predicting customer health
• Meeting or exceeding Gross and Net Retention targets
• Driving KPIs/success criteria, measuring results, and reporting outcomes to senior stakeholders
• Providing guidance in account planning and renewal strategy development
• Measuring and making process improvements to improve customer and CSM experience for Onboarding, Adoption, Retention, and Expansion
• Leading the identification, deployment, and adoption of critical processes and tools
• Working on complex issues that are not always clearly defined, and aligning business objectives with functional plans and outcomes
• Identifying strategies and assets to create a scalable team that delivers and enables positive business outcomes and customer value creation
• Developing and/or optimizing the Customer Journey to ensure customer satisfaction and long-term retention
• Partnering with Marketing, Product, Support, Professional Services, and Sales to create a positive customer journey that delights customers, improves customer satisfaction, inspires referrals, and guides account growth

Minimum Qualifications

To be considered for this role, you must have:

• A Bachelor's Degree in Business Administration or a similar field of study, or commensurate experience
• Fifteen or more years of experience in customer-facing roles in Customer Success, Professional Services, and/or Customer Support
• Five or more years of leadership experience in a CSM team at a B2B SaaS company
• In-depth experience with Onboarding, Renewals, Expansion processes, and tracking
• A strong communicator who can articulate the needs of the customer and resolve both short and long-term issues
• Experience creating reports, analyzing data trends, and following forecasting processes
• Experience working with customer relationship management tools and case management solutions (Planhat/Salesforce) required

Additional Information

blithequark expects the base salary for this role to be between $140,000-$240,000. The starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. We offer an excellent PTO program, great health benefits, a casual and friendly environment, remote work, and a leadership team who truly believes in your growth – both personally and professionally.

Why blithequark?

At blithequark, we care about people, the work we do, and the connections we make. We believe that work should be awesome, and we are committed to making it better for every worker. If you want to engage brilliant minds in a high-growth and inclusive environment where ideas are rewarded regardless of who they come from, join us. We thrive on ambiguity, are hungry for challenges, and have the guts to speak our minds. If you share our passion for making a difference, we encourage you to apply for this exciting opportunity.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Director of Customer Success, you will have access to a range of career growth opportunities, including training and development programs, mentorship, and opportunities for advancement. You will also be part of a dynamic and innovative team that is shaping the future of employee experience and workforce communications technology.

Work Environment and Company Culture

Our work environment is casual and friendly, with a focus on collaboration and teamwork. We believe in work-life balance and offer flexible working arrangements, including remote work options. Our company culture is built on the principles of ownership, leadership, and teamwork, and we are committed to making blithequark a great place to work.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including a base salary, benefits, and perks. Our benefits package includes excellent PTO, great health benefits, and a range of other perks, including remote work options and a casual and friendly work environment.

Conclusion

If you are a strategic leader with a passion for customer success and a desire to make a lasting impact, we encourage you to apply for this exciting opportunity. As a Director of Customer Success at blithequark, you will be part of a dynamic and innovative team that is shaping the future of employee experience and workforce communications technology. You will have access to a range of career growth opportunities, a competitive compensation package, and a casual and friendly work environment. Don't miss out on this opportunity to join our movement and make a difference in the world. Apply now to become a part of the blithequark team!

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