Experienced Customer Success Manager – Enterprise SaaS Customer Growth and Retention Expert for Fleet Management Technology at blithequark

Introduction to blithequark

blithequark is a rapidly growing B2B SaaS company with 20 years of expertise in fleet management technology, empowering construction, utilities, field services, and last mile delivery businesses to make the intelligent shift from siloed data using point solutions, to one simple, powerful platform. Our consistent, organic growth plus a recent investment has accelerated the expansion of our fantastic team, and we are currently seeking to add a service-minded Customer Success Manager to the team. As a leader in the fleet operations industry, blithequark provides customers with a level of insight they've never had before to improve safety, establish next-generation operational efficiency, and make intelligent decisions.

About the Role

The Customer Success team at blithequark establishes and advances relationships from the C-suite to business line and IT leaders, middle managers, and front-line users. As a Customer Success Manager, you will serve as an internal advocate for your customers by sharing feedback and partnering with our teams to provide technology that is consistent with our customers' objectives and the fleet operations industry. Your expertise in turning customer growth opportunities into revenue without compromising your role as a trusted advisor will be invaluable to our team. You will work cross-functionally with the sales, implementation, support, and service teams to ensure our customers have an exceptional blithequark experience.

Key Responsibilities

• Develop and manage a client portfolio with a deep knowledge of the customers' business goals and success criteria
• Manage all customer subscriptions to ensure high retention and mitigate churn risk
• Identify and execute growth opportunities tied to upsell, cross-sell, and expansion
• Proactively manage SaaS renewals to ensure contractual continuity
• Build and foster relationships with all contact levels, with emphasis on value-added relationships with executive and senior leadership
• Engage with customers on a regular cadence to ensure business alignment and to maximize their value from the partnership
• Manage the customer through the lens of the customer journey, achieving all milestones along the way
• Act as a liaison between the customer and other teams at blithequark to prioritize issues, elicit feedback, or present customers with new opportunities
• Proactively manage customer health and engagement to mitigate business risk

Essential Qualifications

To be successful in this role, you will need:

• 5+ years of experience as a Customer Success Manager, Account Manager, and/or business-outcome accountable Sales Executive
• 5+ years of experience managing a portfolio of customers with diverse and complex needs across various stages of the customer relationship and SaaS lifecycle
• 5+ years of experience working with executive and senior management leaders and teams
• Expertise in setting and managing expectations with multiple stakeholders, both with customers and internally to ensure organizational alignment
• Proven ability to simultaneously manage a portfolio of 20-50 Enterprise customers
• Experience as a cross-functional program manager, orchestrating the appropriate internal resources to help ensure your customers are achieving their business and blithequark partnership goals
• Excellent communication and interpersonal skills
• High technical aptitude and interest in learning new technologies
• Experience with SaaS customer success processes
• Patience and active listening skills with a passion for service AND for driving business growth

Preferred Qualifications

In addition to the essential qualifications, we prefer candidates with:

• Proven experience managing and negotiating complex contracts
• Team-oriented mindset with a strong ability to develop relationships internally and externally
• Experience acting as a change agent in complex organizations, with both customers and internally at blithequark
• Experience as a Salesforce user
• Experience managing a pipeline of renewals and upsell opportunities
• Experience with Customer Success software
• Experience with fleet operations, AI video, and/or telematics

Skills and Competencies

To excel in this role, you will need to possess:

• Strong business acumen and understanding of the fleet operations industry
• Excellent problem-solving and analytical skills
• Ability to work in a fast-paced environment and prioritize multiple tasks and projects
• Strong communication and interpersonal skills, with the ability to build and maintain relationships with customers and internal stakeholders
• Ability to work independently and as part of a team
• Strong technical skills, with the ability to learn and adapt to new technologies

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Customer Success Manager, you will have the opportunity to:

• Develop your skills and expertise in customer success and account management
• Work with a talented and experienced team of professionals
• Contribute to the growth and success of a rapidly expanding company
• Participate in ongoing training and professional development opportunities
• Advance your career in a dynamic and supportive environment

Work Environment and Company Culture

At blithequark, we pride ourselves on our positive and supportive company culture. As a remote employee, you will be part of a distributed team that values collaboration, communication, and mutual respect. Our company culture is built on the following values:

• Embrace and Drive Change - remain nimble and forward thinking
• Think Bigger - commit to growing the organization and as an individual
• Execute with Passion and Urgency - bring your "A" game
• Be a Good Human - treat everyone with respect
• Drive Trust and Transparency - open and honest communication always
• Always Put the Customer First - maintain a customer-centric mindset

Compensation, Perks, and Benefits

We offer competitive compensation, commensurate with experience, as well as a range of perks and benefits to support your well-being and success. These include:

• Base salary: $100-105k
• Bonus structure
• Company-subsidized medical insurance for all employees (and largely subsidized coverage for families)
• Dental and vision insurance
• 401K with a 4% company contribution
• Opportunities for professional development and growth
• Flexible and remote work arrangements

Conclusion

If you are a motivated and experienced Customer Success Manager looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. As a key member of our team, you will play a critical role in driving customer growth and success, while also contributing to the ongoing development and expansion of our company. Don't miss out on this chance to join a dynamic and supportive team and take your career to the next level. Apply now to become a part of the blithequark team and help us shape the future of fleet management technology!