**Director, Customer Success Management at blithequark**

Are you a seasoned leader with a passion for driving customer success and growth? Do you thrive in a fast-paced, dynamic environment where innovation and collaboration come together to create something truly remarkable? Look no further than blithequark, a pioneering SaaS company revolutionizing the restaurant industry with its cutting-edge cloud-based platform. As a Director of Customer Success Management, you'll have the opportunity to lead a high-performing team of Customer Success Managers (CSMs) and make a lasting impact on the customer experience. **About blithequark** blithequark is a trailblazing company that's redefining the way restaurants operate. Our cloud-based platform provides a centralized solution for accounting and back-office operations, empowering restaurants to streamline their processes and focus on what matters most – delivering exceptional customer experiences. At blithequark, we're committed to empowering our team members to produce top-notch results while elevating their skills. We're constantly evolving and improving to ensure we remain "Best in Class," and we want that for you too! **Job Summary** As a Director of Customer Success Management, you'll be responsible for leading a team of CSMs in driving customer outcomes, satisfaction, retention, and growth. This is an ideal role for a leader with a passion for building high-performing teams, deepening customer relationships, and operationalizing success at scale. You'll have the opportunity to develop and implement scalable strategies to ensure customer satisfaction, retention, and expansion, while fostering a collaborative, accountable, and customer-centric team culture. **Key Responsibilities** • **Leadership & Team Management**: Hire, onboard, mentor, and retain a team of high-performing Customer Success Managers (CSMs); establish clear performance expectations, goals, and career development paths for CSMs; foster a collaborative, accountable, and customer-centric team culture • **Customer Strategy & Relationship Management**: Develop and implement scalable strategies to ensure customer satisfaction, retention, and expansion; act as an executive sponsor for strategic accounts as needed; ensure CSMs are effectively managing renewals, risk mitigation, and expansion opportunities • **Operational Excellence**: Design and optimize the customer success playbook, including onboarding, QBRs, health scoring, and success plans; collaborate with CS Ops to measure team performance and customer outcomes; leverage tools (e.g., Gainsight, Salesforce) to drive efficiency, visibility, and automation • **Cross-functional Collaboration**: Partner closely with Sales, Product, Support, Marketing, RevOps, and Finance to ensure a seamless customer journey; provide customer feedback to product and engineering teams to influence roadmap priorities; work with CS Ops and finance on forecasting renewals and upsell pipeline • **Strategic Impact**: Own key metrics including Net Revenue Retention (NRR), Gross Retention, CSAT, and Time-to-Value; develop executive-level reporting for internal stakeholders; lead strategic initiatives that enhance the customer lifecycle and drive long-term loyalty • **Other duties as assigned** **What You'll Need to Be Successful in This Role** • 15+ years of experience in Customer Success, Account Management, or a similar customer-facing role • 10+ years in a leadership role managing people managers or senior individual contributors • Proven track record of driving customer retention and growth in a SaaS or recurring revenue business • Strong analytical, operational, and communication skills • Experience scaling CS processes and teams in a high-growth environment • Proficiency with CS tools (e.g., Gainsight, Zoom, Gong) and CRM platforms (e.g., Salesforce) **Preferred Qualifications** • Experience using AI tools to build programs at scale • MBA or other relevant advanced degree • Executive presence and ability to influence C-suite customers **Rblithequark Team Member Benefits & Perks** • This position has a salary range of $144,720-$217,080 + Bonus. The above range represents the expected salary range for this position. The actual salary may vary based upon several factors, including, but not limited to, relevant skills/experience, time in the role, business line, and geographic location. blithequark focuses on equitable pay for our team and aims for transparency with our pay practices. • Comprehensive medical benefits, 100% paid for employee • 401k + matching • Equity Option Grant • Unlimited PTO + Company holidays • Wellness initiatives **Why Join blithequark?** At blithequark, we're committed to creating a workplace that's inclusive, supportive, and empowering. We believe in the importance of work-life balance and offer a range of benefits and perks to support our team members' well-being. If you're passionate about customer success and growth, and you're looking for a challenging and rewarding role in a dynamic and innovative company, we encourage you to apply. **How to Apply** If you're ready to take your career to the next level and join a team of passionate and dedicated professionals, please submit your application through our website. We can't wait to hear from you! Apply for this job