Experienced Bilingual Customer Success Manager - SaaS Software and Loyalty Experience Platform Expert

Introduction to blithequark

At blithequark, we are pioneers in transforming customer loyalty experiences for organizations worldwide. With over a decade of expertise in technology and service solutions, we empower beloved brands to extend valued customer engagements, driving growth and retention. Our comprehensive and scalable Loyalty Experience Platform solution suite enables customers to capture and utilize zero- and first-party data, delivering seamless, value-based individualized experiences across the entire customer journey. We are now seeking a highly skilled and bilingual English-Spanish Customer Success Manager to join our team, focusing on managing a set of accounts, improving customer satisfaction, application engagement, customer retention, and growth.

Role Summary

As a Customer Success Manager at blithequark, you will serve as the primary contact for your assigned customers, understanding their success criteria, sharing best practices, providing solution guidance, and helping them realize value from our Loyalty Experience Platform. You will have a proven track record in Software as a Service (SaaS) account management, maintaining high customer renewal rates through ongoing customer engagement and technical leadership. This is an exceptional opportunity to work with a talented team of professionals who are passionate about making meaningful contributions to the industry.

Key Responsibilities

• Autonomously manage communication with 20+ customers, leveraging the support of a team of technical managers, designers, developers, and QA personnel.
• Proactively analyze performance and educate customers on best practices strategies to drive engagement and increase ROI of their program, resulting in increased retention.
• Act as the primary interface to manage and resolve critical situations, ensuring timely and effective issue resolution.
• Demonstrate deep expertise in blithequark products, current and future enhancements, and their integration with customers' eCommerce, ESP, and POS platforms.
• Provide expert customer insight to Product Management, Marketing, and Sales teams on innovation and continuous improvement opportunities, driving business growth and customer satisfaction.
• Identify opportunities for upsells within the platform, collaborating with internal teams to drive revenue growth.
• Accomplish other tasks as assigned, contributing to the overall success of the Customer Success team.

Essential Qualifications

• 5+ years of experience in customer-facing account management, preferably in software or web development, with a focus on CX.
• Proven experience in maintaining valuable and outcome-based relationships with a diverse customer account base, including e-commerce and enterprise-level clients.
• Passion for working with leading-edge, web-based technologies, and a desire to understand blithequark benefits, use cases, and technical elements.
• Self-motivated, quick learner, and team player with excellent organizational and multi-tasking skills.
• Problem solver with a strong ability to embrace challenges, comfortable with ambiguity and rapid change.
• Exceptional telephone and email etiquette, with the ability to maintain a professional demeanor in all interactions.
• Bilingual in English and Spanish, with excellent communication and interpersonal skills.

Preferred Qualifications

• Experience working in Loyalty and/or marketing with e-commerce, with a strong understanding of SaaS platforms.
• Familiarity with blithequark's Loyalty Experience Platform solution suite and its applications.
• Previous experience in a fast-paced start-up environment, with a proven ability to thrive in dynamic and rapidly changing situations.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Customer Success Manager, you will have access to ongoing training and professional development opportunities, enabling you to enhance your skills and knowledge in the industry. You will work closely with a talented team of professionals, sharing best practices and expertise to drive business success. Our fast-paced and dynamic environment provides a unique opportunity to make a meaningful impact on the company's growth and success.

Work Environment and Company Culture

blithequark is a remote, US-based company, preferably with an East Coast presence to facilitate collaboration with US and European teams. We offer a flexible and supportive work environment, with a strong emphasis on teamwork, innovation, and customer satisfaction. Our company culture values diversity, inclusivity, and creativity, providing a unique and stimulating work environment that fosters growth and success.

Compensation, Perks, and Benefits

blithequark offers a competitive salary and a comprehensive benefits package, including health, dental, vision, and life insurance, paid time off, and a 401k plan with company match. We are committed to providing a rewarding and supportive work environment that recognizes and rewards outstanding performance and contributions to the company's success.

Conclusion

If you are a motivated and experienced Customer Success Manager looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. With your expertise in SaaS account management, customer engagement, and technical leadership, you will play a critical role in driving business growth, customer satisfaction, and retention. Join our talented team of professionals and contribute to the success of our customers and the growth of our company. Apply now to take the first step in an exciting and rewarding career with blithequark.