Welcome to blithequark
At blithequark, we are driven by a fundamental human aspiration: the desire to live better and safer. Founded on this principle, our journey began in 2013 with the realization that pentesting can be better. Today, our diverse, fully remote team is committed to helping organizations of all sizes with seamless, effective, and collaborative Offensive Security Testing. This empowers our clients to operate fearlessly and innovate securely. Our mission is built on the powerful combination of our SaaS platform and an exclusive community of testers known as the blithequark Core, comprising over 400 closely vetted and highly skilled testers who conduct thousands of tests each year.
As an Equal Opportunity Employer, blithequark strives to build a diverse and inclusive workforce. We aspire to engage with diverse individuals, communities, and organizations to nurture our unique, rich, and diverse culture. By joining our team, you will have the opportunity to be your true self and do your best work in an environment that values and celebrates diversity.
About the Role
We are seeking a top senior customer success manager to join our Enterprise team. The successful candidate will help blithequark's customers build successful security testing programs. We are looking for someone who is super smart, can take ownership, and is a builder. The candidate will interface with C-level executives both internally and externally, playing a critical role in driving customer satisfaction and growth.
Key Responsibilities
- Own the overall relationship with assigned clients, including adoption, retention, growth, and satisfaction, ensuring that each client receives personalized attention and support.
- Establish a trusted and strategic advisory relationship with each client, driving the continued value of our products and services and identifying opportunities for growth and expansion.
- Develop, prepare, and nurture customers for advocacy, leveraging their success stories to promote blithequark's services and build our reputation in the industry.
- Build successful security testing and cybersecurity service programs for our customers, working closely with them to understand their unique needs and challenges.
- Act as the voice of the customer internally, advocating for their needs and ensuring that our products and services meet their evolving requirements.
- Monitor day-to-day service execution and customer satisfaction, identifying areas for improvement and implementing strategies to enhance the customer experience.
- Balance consultative strategic planning with tactical execution, helping customers design long-term security roadmaps while driving near-term results and ensuring that our services align with their business objectives.
- Work with customers to establish critical goals and KPIs, partnering with them to achieve these outcomes and providing ongoing support and guidance.
- Manage the annual renewal process to assure uninterrupted product use, ensuring that our customers continue to receive the benefits of our services without interruption.
- Identify and develop upsell opportunities, expanding our relationship with existing clients and increasing revenue growth.
- Program manage account escalations, resolving issues promptly and professionally to maintain customer satisfaction and loyalty.
- Interface with internal and external C-level executives, building strong relationships and communicating the value of our services to key stakeholders.
- Partner directly with Sales to deliver a seamless customer experience, ensuring that our customers receive a cohesive and supportive service from initial engagement through to long-term partnership.
Essential Qualifications
- 3-5 years of experience in Enterprise Customer Success, with a proven track record of driving customer satisfaction and growth.
- A consultative approach, balancing high-level strategic planning with hands-on tactical execution, and a ability to adapt to changing priorities and customer needs.
- Domain knowledge in cybersecurity services, including frameworks, testing practices, and program execution, with a strong understanding of the security landscape and emerging threats.
- Experience partnering with SecOps, AppSec, or other security-focused personas (CISOs, Security Engineers, and Analysts) to align on priorities and drive program success.
- Experience working with Salesforce or similar CRM systems, with the ability to leverage technology to enhance customer engagement and relationship management.
- Strong multi-tasking skills and flexibility to adjust to changing priorities, with a ability to work in a fast-paced environment and manage multiple customer relationships simultaneously.
- Excellent written and verbal communication skills, with the ability to communicate complex technical information to non-technical stakeholders and build strong relationships with customers and internal teams.
- Familiarity working with Enterprise-level clients, with a understanding of their unique challenges and requirements, and a ability to tailor our services to meet their needs.
- Prior experience in a detail-oriented and analytical environment, with a strong attention to detail and a ability to analyze complex data sets to inform customer success strategies.
- Prior experience managing renewals, expansions, and speaking with C-level executives, with a ability to build strong relationships with key stakeholders and communicate the value of our services.
- Naturally proactive, always seeking ways to add value and elevate both the customer and the team, with a strong desire to learn, adapt, and perfect your work.
- A strong desire to help and serve customers, with a customer-centric approach and a commitment to delivering exceptional customer experiences.
Preferred Qualifications
- Experience working in the cybersecurity industry, with a strong understanding of security testing and cybersecurity services.
- Knowledge of security frameworks and regulations, such as HIPAA, PCI-DSS, and GDPR.
- Experience with project management tools and methodologies, such as Agile and Scrum.
- Certification in customer success or a related field, such as CSM or CSPO.
- Experience working with cross-functional teams, including sales, marketing, and product development.
Skills and Competencies
- Strong communication and interpersonal skills, with the ability to build strong relationships with customers and internal teams.
- Ability to work in a fast-paced environment, with a strong attention to detail and a ability to manage multiple customer relationships simultaneously.
- Strong analytical and problem-solving skills, with the ability to analyze complex data sets and develop creative solutions to customer challenges.
- Ability to adapt to changing priorities and customer needs, with a flexible and proactive approach to customer success.
- Strong technical skills, with a understanding of security testing and cybersecurity services, and the ability to communicate complex technical information to non-technical stakeholders.
Career Growth Opportunities
At blithequark, we are committed to the growth and development of our employees. As a senior customer success manager, you will have the opportunity to develop your skills and expertise in customer success, sales, and cybersecurity, and to take on new challenges and responsibilities as you grow in your career. Our team is passionate about learning and development, and we offer a range of training and development opportunities to help you achieve your career goals.
Work Environment and Company Culture
At blithequark, we are proud of our diverse and inclusive culture, and we strive to create a work environment that is supportive, collaborative, and fun. Our team is fully remote, and we offer a range of benefits and perks to support your well-being and productivity, including flexible working hours, wellness stipends, and professional development opportunities. We are committed to building a culture that values and celebrates diversity, and we welcome applications from people of all backgrounds and perspectives.
Compensation, Perks, and Benefits
We offer a competitive compensation package, including a salary range of $104,768 - $130,960 per year, plus equity and benefits. Our benefits package includes medical, dental, vision, and life insurance, as well as a 401(k) program and paid time off. We also offer a range of perks and stipends, including wellness stipends, work-from-home equipment and wifi stipends, and learning and development stipends.
Conclusion
If you are a motivated and experienced customer success professional looking for a new challenge, we encourage you to apply for this exciting opportunity to join our team at blithequark. As a senior customer success manager, you will play a critical role in driving customer satisfaction and growth, and you will have the opportunity to develop your skills and expertise in customer success, sales, and cybersecurity. Don't miss out on this opportunity to join a dynamic and growing company and to be part of a team that is passionate about delivering exceptional customer experiences.
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