Experienced Customer Success Manager – Driving Growth and Value Delivery for Global Client Portfolio through Strategic Consultation and Relationship Building

Welcome to blithequark blithequark is the global leader in practice management software for growth-minded accounting firms, providing an award-winning, highly collaborative cloud platform that streamlines work and communication. Our innovative solution enables the average accounting firm using blithequark to save 18.5 hours per week, per employee. With customers in 34 countries and a globally distributed team based throughout the US, Australia, New Zealand, Canada, the United Kingdom, and the Philippines, we are well-funded, ranked #1 on G2, and have a fantastic team culture built on our values. We are growing rapidly and making a global impact. About the Role Do you enjoy having responsibility for the growth and value delivered to your portfolio of clients? Are you motivated by working closely with clients to solve their challenges? Do you take pride in helping our clients succeed while constantly looking for opportunities to deliver value to them? As a Customer Success Manager at blithequark, you'll take ownership of your own clients, becoming an expert in the best practices of practice management and providing consultative advice that will lead to scoping and leading successful projects to drive change. You'll also function as a crucial link between our customers and the rest of your fellow blithequark team members. Key Responsibilities Create and own a quarterly success strategy for your customer portfolio, identifying churn risks while looking for opportunities to maximize revenue with healthy accounts. Build strong relationships with your customers, using empathy to understand their challenges and becoming an expert at driving value with blithequark. Become a product expert for our Invoicing & Payments product and act as the regional resource to help train and manage customers through to adoption, proactively pushing adoption of our Invoicing & Payments product to targeted customers. Manage upcoming customer renewals, ensuring seamless transitions and continued customer satisfaction. Stay up to date with our Product Roadmap and promote, demo, and relay information about upcoming features to customers, keeping them informed and engaged. Monitor customer health and usage metrics to work proactively, addressing potential issues before they become major concerns. Advocate for your customers internally, providing important customer insights to other departments such as Product, Sales, and Support, and ensuring that customer voices are heard and valued. Key metrics will be Retention and Expansion, typically reported as Net Growth or NDR, and you will be responsible for driving these metrics through strategic planning and execution. About You To succeed in this role, you should be physically based in the US and confident working autonomously in a remote role, with occasional travel to customer offices for site visits and events (approximately 5-10% of your time). You should have experience in a B2B SaaS enablement role (Success, Services, Consulting, Training, Account Management) with a track record of success. A subject matter expert in the accountancy software market is preferable, but not required. You should be a strategic thinker who can play-to-win and is comfortable carrying a target, with great relationship-building skills, excellent communication and presentation skills, and a tenacious and curious approach to serving customers. Essential Qualifications Experience in a B2B SaaS enablement role (Success, Services, Consulting, Training, Account Management) with a track record of success. Physically based in the US and confident working autonomously in a remote role. Great relationship-building skills and excellent communication and presentation skills. Tenacious and curious approach to serving customers, with a strategic thinker who can play-to-win and is comfortable carrying a target. Preferred Qualifications A subject matter expert in the accountancy software market. Experience with practice management software and/or accounting firm operations. Knowledge of cloud-based platforms and SaaS solutions. Certifications or training in customer success, account management, or related fields. Skills and Competencies To excel in this role, you should possess a unique blend of skills and competencies, including: Strong relationship-building and communication skills, with the ability to empathize with customers and understand their challenges. Strategic thinking and problem-solving skills, with the ability to analyze complex issues and develop creative solutions. Excellent presentation and demonstration skills, with the ability to showcase blithequark's products and services to customers. Strong project management skills, with the ability to manage multiple projects and priorities simultaneously. Ability to work autonomously in a remote role, with minimal supervision and direction. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our team members. As a Customer Success Manager, you will have access to a range of career growth opportunities and learning benefits, including: Professional development and training programs, designed to enhance your skills and knowledge in customer success and account management. Mentorship and coaching from experienced team members, who can provide guidance and support in your role. Opportunities for advancement and promotion, as we continue to grow and expand our team. Access to industry-leading tools and technologies, including our award-winning practice management software. Work Environment and Company Culture At blithequark, we pride ourselves on our fantastic team culture, built on our values of innovation, collaboration, and customer-centricity. Our team is globally distributed, with team members based throughout the US, Australia, New Zealand, Canada, the United Kingdom, and the Philippines. We offer a flexible working environment, with remote work options and a range of benefits and perks, including: 4 weeks annual leave plus 5 extra "blithequark Days" off a year. Flexible working environment, with remote work options and flexible hours. Opportunities for professional development and growth, including training and mentorship programs. A collaborative, team-oriented culture that embraces diversity, invests in development, and provides consistent feedback. Compensation, Perks, and Benefits At blithequark, we offer a competitive compensation package, with a range of perks and benefits, including: Competitive salary and bonus structure, with opportunities for advancement and promotion. Comprehensive benefits package, including health, dental, and vision insurance. 401(k) or retirement plan, with company matching contributions. Flexible spending accounts, including health and dependent care accounts. Conclusion If you are a motivated and results-driven customer success professional, looking for a new challenge and opportunity to grow your career, we encourage you to apply for this exciting role at blithequark. With our award-winning practice management software and globally distributed team, we offer a unique and dynamic work environment that is perfect for those who are passionate about customer success and account management. Don't miss out on this opportunity to join our team and contribute to our mission of delivering innovative solutions to accounting firms around the world. At blithequark, we embrace diversity and inclusion, aligning with our values as a business. We recruit and reward people based on capability and performance, and we don’t discriminate based on race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion, physical or cognitive ability, and other diversity dimensions that may hinder inclusion in the organization. If you are a good person, we want to talk to you. If there are any adjustments or accommodations that we can make to assist you during the recruitment process, and your journey at blithequark, please don't hesitate to contact us at [email protected] for a confidential discussion. Apply for this job