**Director, Customer Success – Driving Long-Term Success and Customer Delight at blithequark**

Are you a seasoned leader with a passion for customer success and a drive to make a lasting impact? Do you thrive in fast-paced environments where no two days are ever the same? If so, we invite you to join blithequark as our Director, Customer Success. As a key member of our team, you will play a critical role in shaping the customer experience and driving long-term success for our global customers. **About blithequark** At blithequark, our mission is to improve the employee experience at every moment that matters, large and small. As the communication pipeline for the world's workforce, we now serve 40 of the Fortune 100 companies, reaching and connecting more than 17 million employees daily. Our employees are experts in the employee experience, workforce communications, and technology. Joining blithequark means joining a movement to make work better for every worker. As the world’s first intelligent communication platform, blithequark meaningfully engages employees at every moment from hire to retire, and delivers engagement insights to help companies support, promote, and retain their talent. **Our Values** At blithequark, we live by a set of core values that guide our actions and decisions: * Every employee is an owner with responsibility and credit for our progress. * Leadership is in our build, and we see change as a catalyst for improvement. * We win as a team, committed to helping our coworkers and customers thrive. **Job Summary** The Director, Customer Success position is an integral part of blithequark’s long-term relationship with its global customers. As a seasoned leader, you will be responsible for developing, managing, and growing a team of Customer Success Managers (CSMs) to ensure our customers achieve their desired outcomes. You will work closely with cross-functional teams to drive customer adoption, retention, and expansion, while maintaining a deep understanding of customer needs and pain points. **Key Outcomes** As the Director, Customer Success, you will be accountable for achieving the following key outcomes: * Achieve and sustain key business and financial outcomes, including: + 93%+ Gross Revenue Retention (GRR) and 110%+ Net Revenue Retention (NRR) + 83%+ ATR renewal rate and 100% on-time renewals, with 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: + Drive platform adoption and expansion, with 80%+ customer utilization of key features and workflows + Consistently deliver 4.7+ CSAT and strong NPS through impactful, measurable customer outcomes + Deliver measurable efficiency gains across the customer org (target: 20%+ productivity improvement), driven by process optimization, automation, and AI-informed workflows * Act as a key voice of the customer at the ELT level, influencing the product roadmap, services model, and go-to-market strategy: + Identify and communicate unmet customer needs and market trends based on usage data, service feedback, and direct customer interaction **Responsibilities** As the Director, Customer Success, your responsibilities will include: * Developing, managing, supporting, and growing a team of CSMs to ensure they have the knowledge, tools, and processes to service our customers and grow their careers in a rapidly growing SaaS company * Motivating and managing the team to achieve customer onboarding, adoption, retention, and expansion goals * Ensuring your team is engaging strategically with their customers and helping prioritize their activities to drive value realization * 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 successful in this role, you will need to possess the following minimum qualifications: * Bachelor’s Degree in Business Administration or similar field of study, or commensurate experience required * 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 * Strong communication skills, with the ability to 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** We offer a competitive compensation package, including a base salary range of $140,000-$240,000, depending on experience. We also offer a comprehensive benefits package, including health insurance, 401(k) matching, and a generous PTO program. Our office is located in a vibrant and diverse neighborhood, with easy access to public transportation. We are an equal opportunity employer and welcome applications from diverse candidates. **Why blithequark?** At blithequark, we believe that work should be awesome. We offer a dynamic and inclusive work environment where ideas are rewarded, and growth is encouraged. If you are passionate about customer success, enjoy working in a fast-paced environment, and are committed to making a lasting impact, we invite you to join our team. Apply now to become our Director, Customer Success! Apply for this job