Experienced Director of Customer Success – Driving Retention, Expansion, and Customer Satisfaction in a Fast-Growing EdTech SaaS Environment

Are you a seasoned customer success leader with a passion for driving business growth and customer satisfaction? Do you thrive in a fast-paced, dynamic environment where no two days are the same? Look no further! blithequark, the premier generative AI platform for teachers, is seeking an experienced Director of Customer Success to join our top team.

About blithequark

blithequark is revolutionizing the education sector with its innovative generative AI platform, empowering teachers to create personalized learning experiences for their students. With over 4 million teachers from around the world already on board, we're just getting started. Our mission is to make a real social impact by harnessing the power of AI to improve education outcomes. Join us on this exciting journey and be part of a team that's shaping the future of learning.

The Role

As a Director of Customer Success at blithequark, you'll play a critical role in driving retention, expansion, and customer satisfaction within our fast-growing EdTech SaaS environment. You'll lead a high-performing team of customer success managers, working closely with Sales, Product, and other departments to ensure a seamless customer journey and strategic alignment across teams. Your expertise will be instrumental in building and executing customer success strategies that drive business growth and customer satisfaction.

Key Responsibilities

* Run the Business: Own customer success metrics and dashboards in Salesforce (daily, operational, and strategic views) to drive data-informed decision-making.

• Manage the Team: Conduct 1:1s, team meetings, and performance reviews while holding individuals accountable to key expectations. Develop and maintain a high-performing team culture.
• Cross-Functional Leadership: Work closely with Sales, Product, and other departments to ensure a seamless customer journey and strategic alignment across teams.
• Talent Development & Hiring: Recruit, onboard, and develop top talent while quickly addressing underperformance to maintain a high-caliber team.
• Invest in Self-Growth: Continuously develop leadership skills, address personal growth areas, and stay ahead of industry trends in customer success.

Qualifications/Competencies/Skills

* Data-Driven Leadership: Ability to build, interpret, and leverage Salesforce dashboards to drive business decisions and team performance.

• People & Performance Management: Strong track record of setting clear expectations, holding teams accountable, and motivating high performers.
• Cross-Functional Collaboration: Proven ability to coordinate across customer success managers and Sales leadership to align customer success with business goals.
• Hiring & Talent Development: Experience in identifying, hiring, and retaining top talent while addressing performance issues quickly and effectively.
• Strategic Thinking & Execution: Ability to implement scalable customer success playbooks and frameworks based on prior SaaS experience.

Experience

* 10+ years in Customer Success within a tech SaaS environment.

• 5+ years of experience managing CS teams (including hiring and performance management).
• Strong Salesforce experience, particularly in dashboard management.
• Demonstrated ability to run customer success operations at scale.

Nice to Have

* Experience in EdTech or working with education institutions.

• Prior experience transitioning from managing ICs to managing managers.
• Familiarity with customer success platforms (Gainsight, ChurnZero, Totango, etc.).

Why Join blithequark?

* Unlimited PTO and flexible work arrangements to support your work-life balance.

• 100% employer-covered health insurance and a wellness stipend to prioritize your well-being.
• 401(k) match and vision/dental insurance to secure your financial future.
• Opportunities for professional growth and development in a dynamic and innovative environment.
• Collaborative and supportive team culture that values diversity, equity, and inclusion.

Our Values

* Educators are Magic: Educators are the most important ingredient in the educational process - they are the magic, not the AI. Trust them, empower them, and put them at the center of leading change in service of students and families.

• Joy and Magic: Bring joy and magic into every learning experience - push the boundaries of what’s possible with AI.
• Community: Foster community that supports one another during a time of rapid technological change. Listen to them and serve their needs.
• Innovation: The education system is outdated and in need of innovation and change - AI is an opportunity to bring equity, access, and serve the individual needs of students better than we ever have before.
• Responsibility: Put responsibility and safety at the forefront of the technological change that AI is bringing to education.
• Diversity: Diversity of thought, perspectives, and backgrounds helps us serve the wide audience of educators and students around the world.
• Excellence: Educators and students deserve the best - and we strive for the highest quality in everything we do.

If you're a motivated and experienced customer success leader looking for a new challenge, we encourage you to apply. Join our team and be part of a mission that's shaping the future of education. Apply for this job