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 to this job Apply To this Job Apply for this job