Experienced Customer Success Manager for Enterprise Software Solutions – Remote US or Hybrid in Atlanta, GA

Introduction to blithequark

At blithequark, we're passionate about empowering the possibilities of the data-enabled future. As a growing top-tier partner focused on data management solutions, particularly in Master Data Management, we're committed to delivering trusted data solutions that drive decisions, opportunity, and innovation. Our mission is to help organizations unlock the full potential of their data, and we're looking for a talented Customer Success Manager to join our team.

About the Role

We're seeking a creative and experienced Customer Success Manager to help our existing customers maximize their usage of our Master Data Management (MDM) Platform. As a core part of our team, you'll be responsible for driving customer retention, expanded deployments, and enthusiastic customers who will promote blithequark to their colleagues and peers. You'll work closely with our Vice President of Customer Success and various value-added resellers (VARs) to manage approximately 50-60 enterprise software accounts across different customer segments and industries.

Key Responsibilities

• Ensure new and existing customers are leveraging blithequark's MDM Platform to deliver tangible business value, such as increased revenue, decreased cost, or decreased risk
• Engage with day-1 customers as an advocate to ensure project planning, kick-off, requirements documentation, implementation, and go-live remain on track
• Prioritize existing customers by segment to ensure optimal utilization of the blithequark platform and maximum benefit from their partnership with us
• Manage business-critical escalations and proactively identify and mitigate risk to ensure customers realize their data management goals
• Build relationships with key stakeholders and executive sponsors within our customers to enable them to become "Data Heroes" within their organization

Performance Objectives

As a Customer Success Manager at blithequark, you'll have four primary objectives:

• Platform Adoption: Ensure customers are leveraging blithequark's MDM Platform to deliver tangible business value
• Retention & Renewals: Exceed 95% gross retention of annual recurring revenue that is up for renewal each quarter
• Customer Satisfaction: Create enthusiastic customers who will readily promote blithequark to their colleagues and peers
• Expansion: Identify additional use cases for the blithequark platform that result in platform expansion or conversion to SaaS

Performance Goals

In your first 30 days, you'll:

• Understand the solutions and value blithequark delivers
• Familiarize yourself with our account segmentation and corresponding engagement motions
• Develop a prioritized existing account engagement plan based on customer segment

In your first 90 days, you'll:

• Activate your account engagement plan and engage with 100% of strategic accounts, 90% of develop accounts, and 50% of sustain accounts
• Establish a cadence with existing customers based on segmentation
• Understand and document the current utilization of blithequark within each existing customer

Competencies and Qualifications

We're looking for a candidate with:

• Minimum five years of customer success experience with enterprise software, ideally SaaS in the IT sector
• Demonstrated experience in delivering customer success to enterprise software customers, including managing high-touch accounts and providing examples of helping customers navigate through journey and adoption of complex software solutions
• Basic understanding of business functions and core IT systems
• Motivated and accountable, with a track record of planning, organizing, and delivering results
• Kind, humble, and fun, with a passion for working with peers and colleagues to achieve common goals

What We Offer

At blithequark, we offer:

• Growth on your terms, through our company values, collaborative work environment, and individual career plans
• A competitive salary and benefits package, including 100% employer-paid health, dental, and vision insurance for employee-only coverage
• A 401k retirement plan with company match
• Autonomy and flexibility, with a hybrid-friendly environment and generous PTO
• Engaged leadership and a strong company culture, with a focus on organizational health and constructive candor

Our Core Values

We're committed to:

• Growth Mindset: Learning and growing, with no limits and a willingness to accept mistakes as part of the process
• Constructive Candor: Open and honest communication, with diverse perspectives and a focus on finding the best answer
• Helpful: Supporting our teammates and winning together, rather than accomplishing something on our own
• Get Stuff Done: Delivering results, not reasons, with grit, creativity, and resilience
• Fun is Where Fun is Made: Enjoying the journey as much as the destination, and striving to make each other laugh along the way

Equal Employment Opportunity

blithequark is an equal employment opportunity employer, and qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability.

How to Apply

If you're a motivated and experienced customer success professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Don't worry if you don't meet every single requirement – we value a great attitude and a willingness to learn above all. Submit your application today and join our team of talented professionals at blithequark!