Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced, high-growth environments where innovation meets customer-centricity? If so, we invite you to join blithequark as our Director of Customer Success Management. As a key member of our leadership team, you will play a pivotal role in shaping the future of financial data access and driving revenue growth through customer success.
**About blithequark**
blithequark is revolutionizing the financial data industry with a cutting-edge API platform that streamlines income and employment verification, direct deposit switching, and more. Our technology eliminates outdated processes, unlocking greater financial opportunities for individuals and businesses alike. Backed by $30M in funding from top investors, we're disrupting a $2B legacy market with a customer-first approach and a team of industry experts from Apple, Carta, Venmo, MX, and Okta.
**About the Role**
As our Director of Customer Success Management, you will lead and scale our Customer Success function, driving strategy, execution, and customer outcomes across mid-market and enterprise portfolios. You will serve as a trusted advisor to executives at our client organizations while coaching your team to deliver world-class onboarding, adoption, and retention experiences. This is a high-visibility leadership role that directly impacts revenue growth, customer satisfaction, and the long-term success of blithequark's client base.
**Key Responsibilities**
* Build, lead, and mentor a high-performing team of Customer Success Managers
* Execute the Customer Success strategy aligned with company goals
* Establish and execute on playbooks for customers onboarding, adoption, renewals, and expansions
* Oversee the customer lifecycle across mid-market and enterprise accounts, ensuring retention, growth, and long-term advocacy
* Partner with Sales, Product, and Support to deliver seamless experiences
* Conduct executive business reviews and act as an escalation point for key customers
* Drive renewal strategy and expansion opportunities in collaboration with Sales
* Own customer health metrics and forecast churn and renewal risk
* Align CSM efforts with revenue goals, including upsell and cross-sell initiatives
* Implement systems, KPIs, and analytics to measure customer health and team performance
* Unblock customer issues and drive QBR's and expansion efforts
* Optimize processes and tools to scale Customer Success efficiently
**Who We're Looking For**
* 7+ years of experience in Customer Success, Account Management, or related functions within B2B SaaS or fintech
* 3+ years of people management, successfully building and scaling success or post-sales functions
* Track record of driving measurable improvements in usage, customer retention, expansion, and satisfaction
* Ability to execute at a hyper-growth environment with relationship-building skills, presentation skills, and excellent communication
* Experience working with mid-market and enterprise accounts ($100K+ ARR)
* Background in fintech, lending, payroll, or data APIs strongly preferred
* Bachelor's degree in Business, Engineering, or a related field
**Success Metrics**
* Net Revenue Retention (NRR) across portfolio
* Churn and downsell rates
* Product adoption and usage metrics
* Time-to-value for new customers
* Customer Satisfaction (CSAT/NPS) scores
* CSM team performance and employee engagement
**Compensation & Benefits**
* Fully remote
* Competitive salary and equity package
* Health, dental, and vision insurance
* 401(k)
* Flexible time off
* Work with cutting-edge technology and innovative customers
* Opportunity to shape the future of financial data access
**Why Join blithequark?**
* We're an equal-opportunity employer committed to diversity and inclusion
* We offer a dynamic, fast-paced work environment with opportunities for growth and development
* You'll work with a talented team of industry experts and innovators
* You'll have the chance to shape the future of financial data access and make a meaningful impact on our clients' businesses
**How to Apply**
If you're a motivated and experienced leader 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 qualifications and experience. We can't wait to hear from you!
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