Director of Customer Success Management – Scaling Customer Delight at blithequark
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 Our technology eliminates outdated processes, unlocking greater financial opportunities for individuals and businesses alike.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! Apply for this job