**Senior Manager, Customer Success – Driving Customer Satisfaction and Retention at blithequark**

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join blithequark as our Senior Manager, Customer Success. In this pivotal role, you will lead our Inside Performance Team in driving customer satisfaction, adoption, and retention for our valued clients. As a key member of our team, you will be responsible for guiding your team to meet targets, develop product knowledge, and resolve customer issues efficiently. **About blithequark** blithequark is a dynamic and innovative company that is revolutionizing the way businesses interact with their customers. Our cutting-edge solutions, including Merchandising, conversational AI, and AI Marketing Automation capabilities, empower our clients to deliver exceptional customer experiences. As a leader in our industry, we are committed to fostering a culture of excellence, innovation, and collaboration. If you share our passion for delivering exceptional customer experiences, we encourage you to join our team. **Responsibilities** As our Senior Manager, Customer Success, you will be responsible for leading and developing a high-performing team of Inside Performance Managers. Your key responsibilities will include: ### Managing and Developing the Team * Directly manage both the Inside Customer Success team and the Performance Specialist team. * Lead, motivate, and develop a team of Inside Performance Managers by providing structured guidance, coaching to improve performance, and ensuring accountability. * Hire, onboard, and develop Dealer Success professionals through consistent hiring, training, monitoring, and managing best practices that drive individual and team performance. * Consistently lead the team to meet and exceed monthly, quarterly, and annual financial and performance metrics. * Develop team members' skill proficiency and effectiveness resulting in increased upsells, portfolio growth, dealer satisfaction, and greater retention, as well as build rapport, provide value, show empathy, and effectively resolve issues. * Ensure the team has continued education and an in-depth understanding of our products, including Merchandising, conversational AI, and AI Marketing Automation capabilities, value propositions, and processes to support the business. * Address performance issues in a timely manner with team members who are not meeting the expectations of the scope of responsibility. ### Supporting Clients * Promote customers' product adoption, retention, and advocacy to enhance overall satisfaction and value delivery. * Ensure the Inside Team is delivering proactive, informative support to clients, addressing inquiries, and providing timely resolutions to issues. * Refine & enhance a strong SaaS performance management model developing and maintaining effective processes that result in the highest level of customer retention. * Manage customer escalation meetings, and oversee all churn risk and recovery efforts. * Identify and optimize opportunities across the customer base to enhance revenue potential within existing smaller accounts and create product solutions that address existing gaps. * Develop, execute, and monitor tools to manage all channels of communication with our customers while improving productivity. ### Cross-functional / Operational * Collaborate with cross-functional partners in Sales, Marketing, Product, and Finance to solve business problems. * Work in conjunction with Implementation, OEM, and Partner management, Marketing, Product, and other resources to effectively onboard and train dealers on new products and services. * Assist Sales teams with dealer presentations, demonstrations, and proposals as needed. * Support and lead on key initiatives as needed. ### Other * Maintain confidentiality of work-related issues, records, and company information. * Demonstrate a commitment to Diversity, Equity, and inclusion by treating everyone with respect and dignity, ensuring all voices are heard, and advocating change. * Maintain strong communication, coaching, and organizational skills. * Demonstrate the values of blithequark in everyday interactions, both inside and outside of the company. * Proficiency in Salesforce, Salesloft, or similar customer engagement tools. * Perform other related duties, as assigned. **Qualifications** * Bachelor's degree preferred. * 3+ years of experience in customer support or inside sales management roles, with a focus on team leadership and performance tracking. * Proven ability to develop, motivate, and retain high-performing support teams. * Experience in implementing customer success or support processes that drive customer satisfaction and retention. * Willingness to travel up to 25%. **What We Offer** As a Senior Manager, Customer Success at blithequark, you will have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences. We offer a competitive compensation package, including: * A comprehensive benefits program, including medical, dental, and vision insurance. * A 401(k) retirement plan with company match. * Paid time off and holidays. * Opportunities for professional growth and development. * A dynamic and supportive work environment. If you are a motivated and results-driven leader who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you!