Experienced Customer Success Manager – Driving Growth and Value Delivery for Global Client Portfolio through Strategic Relationship Building and Consultative Expertise

Welcome to blithequark

blithequark is the global leader in practice management software for growth-minded accounting firms, providing an award-winning, highly collaborative cloud platform that streamlines work and communication. Our innovative solution enables the average accounting firm using blithequark to save 18.5 hours per week, per employee. With customers in 34 countries and a globally distributed team, we are well-funded, ranked #1 on G2, and have a fantastic team culture built on our values. We are growing rapidly and making a global impact.

About the Role

As a Customer Success Manager at blithequark, you will take ownership of your own clients, becoming an expert in the best practices of practice management and providing consultative advice to drive change. You will function as a crucial link between our customers and the rest of your fellow blithequark team members. If you enjoy having responsibility for the growth and value delivered to your portfolio of clients, are motivated by working closely with clients to solve their challenges, and take pride in helping our clients succeed while constantly looking for opportunities to deliver value to them, this role is perfect for you.

Key Responsibilities

• Create and own a quarterly success strategy for your customer portfolio, identifying churn risks and opportunities to maximize revenue with healthy accounts.
• Build strong relationships with your customers, using empathy to understand their challenges and becoming an expert at driving value with blithequark.
• Become a product expert for our Invoicing & Payments product and act as the regional resource to help train and manage customers through to adoption, proactively pushing adoption of our Invoicing & Payments product to targeted customers.
• Manage upcoming customer renewals, ensuring seamless transitions and continued customer satisfaction.
• Stay up to date with our Product Roadmap and promote, demo, and relay information about upcoming features to customers, ensuring they are always informed and equipped to get the most out of our solutions.
• Monitor customer health and usage metrics to work proactively, addressing any issues before they become major concerns.
• Advocate for your customers internally, providing important customer insights to other departments such as Product, Sales, and Support, to ensure their voices are heard and their needs are met.
• Key metrics will be Retention and Expansion, typically reported as Net Growth or NDR, focusing on delivering exceptional customer experiences that drive long-term growth and success.

About You

To succeed in this role, you should be physically based in the US and confident working autonomously in a remote role, with occasional travel to customers' offices for site visits and events (approximately 5-10% of your time). You should have experience in a B2B SaaS enablement role (Success, Services, Consulting, Training, Account Management) with a track record of success. A subject matter expert in the accountancy software market is preferable, but not essential.

Essential Qualifications

• Experience in a B2B SaaS enablement role with a proven track record of success.
• Strong relationship-building skills, with the ability to empathize with customers and understand their challenges.
• Excellent communication and presentation skills, with the ability to articulate complex ideas simply and effectively.
• Tenacious and curious, always looking for better ways to serve customers and share best practices.
• Effective project management skills, including the ability to manage resources on a cross-functional team.

Preferred Qualifications

• A subject matter expert in the accountancy software market, with a deep understanding of the industry and its challenges.
• Experience working with practice management software, with a strong understanding of the solutions and their applications.
• A strategic thinker who can play-to-win and is comfortable carrying a target, with a focus on delivering exceptional customer experiences and driving long-term growth.

Skills and Competencies

To excel in this role, you should possess a unique blend of skills and competencies, including:

• Strong analytical and problem-solving skills, with the ability to analyze complex data sets and develop creative solutions.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
• Strong project management skills, with the ability to manage multiple projects simultaneously and prioritize tasks effectively.
• A strategic mindset, with the ability to think critically and develop long-term plans that drive growth and success.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our team members. As a Customer Success Manager, you will have access to a range of career growth opportunities and learning benefits, including:

• Professional development programs, designed to help you build new skills and advance your career.
• Mentorship opportunities, with experienced professionals who can provide guidance and support.
• Access to industry-leading training and development resources, to help you stay up to date with the latest trends and technologies.
• Opportunities to work on high-impact projects, with the potential to drive significant growth and success for our customers.

Work Environment and Company Culture

At blithequark, we pride ourselves on our fantastic team culture, built on our values of innovation, collaboration, and customer-centricity. Our work environment is dynamic and fast-paced, with a focus on delivering exceptional customer experiences and driving long-term growth. We offer a range of benefits, including:

• Flexible working environment, with the ability to work remotely and manage your own schedule.
• Generous parental leave, to support you and your family during important life events.
• 4 weeks annual leave, plus 5 extra "blithequark Days" off a year, to help you relax and recharge.
• Opportunities to work with (and learn from) an experienced, high-performing team, with a focus on collaboration and knowledge-sharing.

Compensation, Perks, and Benefits

We offer a competitive compensation package, with a range of perks and benefits designed to support your well-being and career growth. These include:

• A competitive salary, with opportunities for growth and advancement.
• A range of benefits, including health insurance, retirement planning, and paid time off.
• Access to industry-leading training and development resources, to help you build new skills and advance your career.
• Opportunities to work on high-impact projects, with the potential to drive significant growth and success for our customers.

Conclusion

If you are a motivated and experienced Customer Success Manager, looking for a new challenge and an opportunity to drive growth and success for a global client portfolio, we encourage you to apply for this role. At blithequark, we are committed to delivering exceptional customer experiences and driving long-term growth, and we believe that you could be a valuable addition to our team. Don't miss out on this opportunity to join a fast-growing company with a fantastic team culture and a range of career growth opportunities. Apply now to take the first step towards an exciting and rewarding career with blithequark.

We recruit and reward people based on capability and performance, and we don’t discriminate based on race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion, physical or cognitive ability, and other diversity dimensions that may hinder inclusion in the organization. If you are a good person, we want to talk to you.

If there are any adjustments or accommodations that we can make to assist you during the recruitment process, and your journey at blithequark, please don't hesitate to contact us at [email protected] for a confidential discussion.