**Experienced Full Stack Customer Success Manager – High-Touch Commercial Customer Success Program**

Are you a seasoned customer success professional with a passion for driving growth, retention, and customer satisfaction? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join blithequark's high-touch commercial customer success program as a Customer Success Manager. In this role, you will be the primary point of contact for our customers, guiding them through their journey towards compliance and continuous value realization. **About blithequark** blithequark is a security and compliance automation platform that continuously monitors and collects evidence of a company's security controls, while streamlining compliance workflows end-to-end to ensure audit readiness. Our mission is to help build trust across the internet by providing a better way to achieve and maintain a strong security and compliance posture. With a team of SaaS, security, compliance, and audit experts, we are dedicated to making a meaningful impact in the industry. **Job Summary** As a Customer Success Manager at blithequark, you will be responsible for driving customer success through proactive engagement, building strong relationships with customers and internal teams, and identifying and realizing value and revenue opportunities. You will work closely with our account executives, management, and other sales leaders to ensure a value-selling approach through the customer journey from point of sale through expansion and renewal. Your key performance metrics will include NPS, logo and revenue retention, product adoption and use, and health. **Key Responsibilities** * Serve as primary point of contact and guide overall relationship with customers, increasing adoption and product use to drive NPS, expansion, and renewal, working collaboratively with blithequark team and stakeholders * Work collaboratively across pillars of CS, GTM, Operations, and blithequark leadership teams to identify and realize value and revenue opportunities for each of our customers * Partner with blithequark's account executive, management, and other sales leaders to assure we continue value-selling based approach through customer journey from point of sale through expansion and renewal * Engage daily and voraciously with our customers' and your own performance metrics and data, leveraging all available datasets to fuel more effective and efficient work and customer engagements * Establish regular cadence meetings (weekly, monthly, quarterly, etc.) with each customer to align and realign on business objectives, KPIs, product use and product opportunities, progression of customer compliance journey, and overall compliance status * Conduct milestone meetings between customers and blithequark CS pillars, expanding customer relationship networks between their teams and ours (solutions architecture, compliance experts) in order to identify and drive value based on customer objectives * Conduct QBRs with executive and C-level team members from customer orgs and blithequark for our most strategic relationships * Build and maintain a deep understanding of blithequark's platform and engage with customers about the most relevant features/functionality for their specific business needs * Become trusted advisor for customers around best practices for progressing their compliance journey with blithequark, establishing, nurturing, and expanding relationships within each customer organization in concert with relevant blithequark team members and stakeholders * Leverage relationships, data/metrics, and team resources to proactively identify, assess, and flag risk, and collaborate with team to mitigate and address it * Help to grow mutual accountability between blithequark and its customers as we build product, service models, and continually improve our delivery and execution **What You'll Bring** * 3+ years in Customer Success Management role and 5+ years in a customer-facing role overall * BA/BS or Equivalent * Power user/expertise in Slack, Zoom, Google Workspace/GSuite, and CRM systems (Catalyst, Salesforce, etc.) required * Experience with Jira/ticketing, Gong, Sigma/data dashboards, Chili Piper/calendaring software, Notion preferred * Experience in B2B SaaS required * Security, Compliance, and/or GRC experience strongly preferred * Empathetic, diplomatic, honest communicator, with demonstrable mastery of written and verbal communication * Active listener and capacity to synthesize and take action on complex dialogue and information * Data-fueled approach to CSM work, voracious learner * Collaborative, coachable, constructive attitude * Embody our ethos of 'Trust' * Demonstrable previous successes in a high-growth environment * Resilient and adaptable to change * High capacity for managing, prioritizing, and balancing customer and organizational workload (meetings, tasks, administrative, email, project work, etc.) **What We Offer** * Competitive base salary, variable compensation, benefits, and stock, typically in the form of Restricted Stock Units (RSUs) * Flexible Time Off: Flexible vacation policy for strong, fully charged batteries * 16 Weeks Paid Parental Leave: An inclusive policy to ensure you have time with your newborn, newly adopted, or foster child * Work Remotely: Flexible hours and work from home + $1,000 annually to cover necessary business related items for your home office * 401K: Reach your financial goals while reducing your taxes * Healthcare: 90-100% paid premiums for medical, dental, and vision plans for employee and dependents + on demand health care concierge * HSA, FSA, & DCFSA: Pre-tax savings plans for healthcare and dependent care, with up to a $600 annual employer contribution to the HSA plan (if enrolled in HSA medical plan) * 100% paid short and long term disability plus life + AD&D benefits * Learning & Development: $500 annually towards professional development opportunities + $250 annually towards personal development opportunities **Why Join blithequark?** At blithequark, we are passionate about building trust across the internet. We believe that our customers are our greatest asset, and we are committed to providing them with an unparalleled customer experience. As a Customer Success Manager, you will have the opportunity to make a meaningful impact in the industry, working with a talented team of SaaS, security, compliance, and audit experts. If you are a driven, customer-focused professional with a passion for growth and retention, we invite you to join our high-touch commercial customer success program. **How to Apply** If you are a motivated and results-driven individual with a passion for customer success, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the role. We look forward to hearing from you! Apply for this job