Experienced Principal Customer Success Manager – Strategic Account Growth and Digital Experience Optimization

At blithequark, we're revolutionizing the way businesses understand and improve their digital experiences. As a Principal Customer Success Manager on our Strategic team, you'll be a trusted advisor for our most valuable customers, helping them achieve maximum value from the Fullstory suite of products. If you're passionate about delivering exceptional customer experiences, driving growth, and staying ahead of the curve in the ever-evolving world of digital transformation, we want to hear from you.

About blithequark

blithequark is a leading behavioral data platform that empowers companies to uncover insights, optimize customer and employee journeys, and deliver exceptional online interactions. Our technology makes every customer experience smoother and more personalized, and we're committed to building something special – a community that's curious, collaborative, and driven to make an impact.

Job Summary

As a Principal Customer Success Manager, you'll be responsible for overseeing the customer experience for a portfolio of 10-20 enterprise-level, high-value accounts, with the goals of retention and growth. You'll work closely with our Sales organization to drive retention and expansion, collaborate with our Product and Marketing teams to influence platform feature decisions and positioning, and represent blithequark as a leading domain and product expert in customer interactions, industry and corporate events, and online within both customer-facing and internal communities.

Key Responsibilities

* Oversee the customer experience for a portfolio of 10-20 enterprise-level, high-value accounts, with the goals of retention and growth.

• Ensure blithequark's most strategic customers receive maximum value from their investment in our platform, utilizing key features that drive their intended business outcomes, while also documenting the value and ROI delivered.
• Forecasting, identifying risk, and maintaining a strong customer renewal rate and growth rate in partnership with the Account Executive team.
• Partner with multiple internal cross-functional teams (Sales, Marketing, Product, and blithequark executive leadership) to develop and execute success plans that align stakeholders on growth strategies and risk mitigation.
• Create and deliver Executive Business Reviews, presentations, and strategic consultations to align on goals, priorities, growth opportunities, and overall business vision to support optimal adoption of the blithequark platform.
• Represent blithequark as a leading domain and product expert in customer interactions, industry and corporate events, as well as online within both customer-facing and internal communities.
• Being an advocate for customers' product feature priorities internally within blithequark and align with product team around driving product roadmap.

Requirements

* 6+ years of experience in Customer Success Management or a related field.

• Experience managing a minimum of $4-6M ARR, working with large Fortune 500 or Global 2000 sized customers.
• A proven track record of measurably impacting customer results through creative problem-solving, strategic consulting, and change management. Experience in doing this with SaaS platforms is desired but not required.
• Exceptionally strong communication and relationship-building skills, with the ability to multithread across stakeholders and deliver compelling executive-level presentations.
• Strong analytical and problem-solving skills with the ability to develop quick, accurate situational awareness.

What We Offer

* A competitive base salary ranging from $110,000 – $130,000 USD, with an OTE (on-target earnings) of $157,143 – $185,714 USD.

• A comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.
• Opportunities for professional growth and development, including training programs, career coaching sessions, and an annual learning subsidy.
• A remote-first work environment, with flexible paid time off and an annual company-wide closure.
• A monthly productivity stipend and reimbursement for remote colleagues' initial home office setup.
• Team collaboration opportunities, including team off-sites, a lively ATL home office, and annual full-company meet-up.
• Paid parental leave, global fertility and family building benefits, bereavement leave, and miscarriage/pregnancy loss leave.

Why Join blithequark?

At blithequark, we're passionate about building something special – a community that's curious, collaborative, and driven to make an impact. We're committed to fostering an increasingly diverse community and want candidates of all human varieties, backgrounds, and lifestyles to join us. If our product, values, and community resonate with you, please apply – we'd love to hear from you!

How to Apply

If you're a motivated and experienced Customer Success professional looking for a new challenge, please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job