Director, Customer Success Management – Lead High-Performing Teams and Drive Customer Outcomes in a Fast-Growing SaaS Company
Are you a seasoned leader with a passion for building high-performing teams, driving customer success, and operationalizing success at scale? Do you thrive in a fast-paced, dynamic environment where innovation and customer satisfaction are paramount? If so, we invite you to join blithequark, a cutting-edge SaaS company disrupting the restaurant industry, as our Director of Customer Success Management. At blithequark, we're dedicated to empowering our team members to produce top-notch results while elevating their skills. Our culture is built on a foundation of collaboration, accountability, and customer-centricity. We're constantly evolving and improving to ensure we remain "Best in Class" – and we want that for you too!
About the Role
As our Director of Customer Success Management, you'll lead a team of Customer Success Managers (CSMs) responsible for driving customer outcomes, satisfaction, retention, and growth. This role is ideal for a leader with a proven track record of building high-performing teams, deepening customer relationships, and operationalizing success at scale. You'll be responsible for developing and implementing scalable strategies to ensure customer satisfaction, retention, and expansion, while fostering a collaborative, accountable, and customer-centric team culture.
Key Responsibilities:
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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:
* Salary range: $144,720-$217,080 + Bonus
- Comprehensive medical benefits, 100% paid for employee
- 401k + matching
- Equity Option Grant
- Unlimited PTO + Company holidays
- Wellness initiatives
About blithequark:
blithequark is a fast-growing SaaS company disrupting the restaurant industry with our cloud-based platform providing a unique, centralized solution for accounting and back-office operations for restaurants. We're committed to empowering our team members to produce top-notch results while elevating their skills. Our culture is built on a foundation of collaboration, accountability, and customer-centricity.
Join Our Team:
If you're a seasoned leader with a passion for building high-performing teams, driving customer success, and operationalizing success at scale, we invite you to join blithequark as our Director of Customer Success Management. Apply now to take your career to the next level and be part of a dynamic team that's changing the restaurant industry forever! Apply for this job