Introduction to blithequark
At blithequark, we are on a mission to empower organizations with complete visibility, real-time threat detection, and proactive security through our cutting-edge network detection and response (NDR) technology. Our NDR product is a market leader, providing our customers with the ability to detect, investigate, and respond to threats faster than ever before. We take pride in our work and the recognition we have received, including our recent Gartner Peer Insights award, which reflects the trust and satisfaction our customers have in our solutions.
About the Role
We are seeking an experienced Senior Customer Success Manager to join our team and help us shape the future of cybersecurity. As a member of our Customer Success team, you will have the opportunity to unleash your expertise to wow customers and make a difference in an exciting, growing company. At blithequark, we provide solutions for mission-critical business and technology problems across a vast array of industries and technologies. With us, you will deliver solutions that customers previously thought infeasible or impossible to solve. You will find a supportive home team, great customers, and a product that customers love.
Key Responsibilities
The blithequark Customer Success team focuses on successful outcomes for our customers. As a Senior Customer Success Manager, you will play a leading role in accomplishing the following goals:
- Analyze customer requirements and promote the highest value application of blithequark in our customer's business environment.
- Secure contract renewals and identify growth opportunities by assisting customers in driving successful outcomes with blithequark products and services.
- Engage blithequark end-users to provide targeted assistance and enablement.
- Assist in assessing customer needs and coordinate high-value services such as blithequark Professional Services and advanced training.
- Lead and facilitate new customer’s initial onboarding and introduction to blithequark.
- Assess and document customer health and maturity levels to improve customer engagement strategy.
- Execute direct customer engagement workflows and automated processes to evangelize blithequark and engage a wide cross-section of our user community.
- Assist and contribute to blithequark’s Voice of Customer activities and provide influential input on product and service roadmap priorities.
- Work with a diverse cross-section of blithequark’s business units and represent customer needs and expectations.
- Champion customer needs and opportunities for product enhancement with blithequark development teams.
- Develop and maintain Customer Success Plans documenting customer’s desired outcomes and value expectations.
- Promote customers' use of our community platform and self-service capabilities.
- Develop deep customer relationships across the customer organizations with key stakeholders and technology leaders.
- Recognize organic opportunities for expansion/growth and engage the Sales team to pursue.
- Host and conduct recurring customer meetings, working sessions, and Business Reviews with customers.
- Operate as the nexus for customer engagement and strategy with other blithequark teams such as Sales, Marketing, Product, and Support.
Required Qualifications
We are looking for a seasoned Customer Success Manager who can help us grow to the next level as a company. As a starting point for this position, you will need the following background:
- A four-year college degree, preferably in a technical field such as management information systems or information technology.
Skills and Competencies
To be successful in this role, you will need to possess the following skills and competencies:
- Ability to work cooperatively with others within the organization and other cross-functional stakeholders.
- Ability to work well in fast-paced, high-stress environments.
- Predictable, reliable attendance.
- Effective communication skills, both verbal and written.
- Excellent attention to detail.
- Demonstrated ability to work flexibly, both with independent initiative and judgment as well as execute established Customer Success programs consistently and accurately.
- Basic knowledge of networking principles (layers 2 through 4 of the OSI model) and application protocols (e.g., HTTP, TNS TDS, CIFS, NFS, and DNS).
- Experience with project management is a plus.
- Data interpretation experience using the blithequark platform is a plus.
- Experience in Enterprise IT application or networking support is a plus.
- Experience working with Channel Partners.
- Proficient user of Salesforce.com CRM or similar.
- Intermediate-level skills with Microsoft Excel, familiar with formulas and basic data manipulation & analysis.
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to supporting and enabling growth and opportunity for every employee at every level. As a Senior Customer Success Manager, you will have access to a range of career growth opportunities and learning benefits, including:
- Professional development and training programs to help you enhance your skills and knowledge.
- Opportunities to work on complex and challenging projects that will help you grow both personally and professionally.
- A collaborative and supportive work environment that encourages innovation and creativity.
- Recognition and rewards for outstanding performance and contributions to the company.
Work Environment and Company Culture
At blithequark, we are intentional about our culture, diversity, and inclusion, and we welcome everyone to come ready to participate in contributing to this truly unique environment. We believe that the best products, services, and companies are built by strong teams that include a diversity of backgrounds, perspectives, ideas, and experiences. We are committed to supporting and enabling growth and opportunity for every employee at every level.
Compensation, Perks, and Benefits
The base salary for this position is between $165,000 - $175,000 plus 15% of on-target-earnings. In addition to a competitive salary, we offer a range of perks and benefits, including:
- Health, Dental, and Vision Benefits.
- Flexible PTO, Sick Time Prorated Based on Date of Hire, and All Federal Holidays (US Only) + 3 Days of Paid Volunteer Time.
- Non-Commissioned Positions may be eligible to participate in the Annual Discretionary Bonus Plan.
- FSA and Dependent Care Accounts + EAP, where applicable.
- Educational Reimbursement.
- 401k with Employer Match or Pension where applicable.
- Pet Insurance (US Only).
- Parental Leave (US Only).
- Hybrid and Remote Work Model.
Conclusion
If you are passionate about innovation, dedicated to protecting digital infrastructures, and ready to make a real impact, we invite you to join our team and help us shape the future of cybersecurity. As a Senior Customer Success Manager at blithequark, you will have the opportunity to work with a market-leading NDR product, deliver solutions that customers previously thought infeasible or impossible to solve, and make a difference in an exciting, growing company. Apply now to join our team and start your journey to success!
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