Senior Full Stack Customer Success Manager – Strategic Accounts and Enterprise Customer Relationship Development

Welcome to blithequark

At blithequark, we are revolutionizing the way higher education institutions engage, recruit, and enroll students through our cutting-edge, AI-powered CRM and Admissions Marketing Platform. Our innovative solution is designed to provide a scalable, data-driven approach to modern higher education, empowering institutions to make informed decisions and drive success. As a leader in the industry, we are committed to fostering a culture of excellence, collaboration, and continuous improvement.

Job Overview

We are seeking an experienced Senior Customer Success Manager to join our team, focusing on strategic accounts and enterprise customer relationship development. As a Senior Customer Success Manager, you will play a critical role in driving customer success, retention, and expansion within our key institutional partnerships. Your expertise in enterprise customer success, strategic account management, and consultative growth strategies will be essential in delivering exceptional results and making a significant impact at blithequark.

Key Responsibilities

As a Senior Customer Success Manager, your primary responsibilities will include:

• Fostering strong relationships with clients and stakeholders as the primary point of contact, at both the school and state system level.
• Partnering with the client's core team to identify and prioritize their key needs and objectives.
• Providing strategic consulting for full-cycle student engagement, including personalized communication, targeted outreach campaigns, lead generation, and application management.
• Acting as the point of contact for the System Office.
• Overseeing the implementation and management of the client's contract across all participating schools to ensure positive customer satisfaction and adoption of blithequark.
• Leading the day-to-day execution of client projects in collaboration with the project team (Customer Success Managers and Engagement Strategists).
• Monitoring project activities, resourcing, and timelines to achieve successful conclusions.
• Developing and managing project plans in collaboration with the client's team.
• Ensuring adherence to KPIs such as on-time delivery, NPS scores, and product usage.
• Conducting discovery sessions with clients and using the information for the implementation, setup, and configuration of the blithequark platform, including building student journeys, communication workflows, AI tools, and system integrations.
• Documenting current processes and mapping best practices for the desired future state, aligned with industry standards and regulatory requirements.
• Continuously optimizing and making recommendations to improve the student journey, communication plans, and enrollment processes within the platform.
• Conducting assessments of the institution's current recruitment and enrollment business processes, identifying areas for improvement and adoption of best practices.
• Providing regular updates, progress reports, and presentations to stakeholders on the project's status and outcomes.
• Collaborating with the Customer Success Manager and Engagement Strategist.
• Working closely with internal teams, including sales, product development, and customer support, to ensure seamless service delivery.
• Maintaining an updated resource schedule and providing regular reports and updates to leadership.
• Developing Managed Services documentation, processes, and playbooks to include but not limited to Discovery and Requirements Gathering sessions, Current State Analysis, Client audits and Benchmarks, Future State Process Design frameworks.

Essential Qualifications

To be successful in this role, you should possess:

• A minimum of 7 years of experience in a customer-facing role, ideally in SaaS environments.
• A proven track record of success in managing and growing high-value, strategic accounts.
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
• Excellent communication, relationship management, and presentation skills.
• Experience with customer success methodologies and tools (e.g., Salesforce, Gainsight) is a plus.
• Strategic thinking and ability to develop and execute winning customer success plans.
• A passion for building trust and exceeding customer expectations.
• A Bachelor's degree is required.

Preferred Qualifications

While not essential, the following qualifications are highly desirable:

• Experience in the higher education industry or a related field.
• Knowledge of CRM and Admissions Marketing Platforms.
• Familiarity with AI-powered solutions and data-driven approaches.
• Certifications in customer success or related fields.

Skills and Competencies

To excel in this role, you should possess:

• Strong relationship-building and management skills.
• Excellent communication and presentation skills.
• Ability to analyze data and metrics to track progress and outcomes.
• Strategic thinking and problem-solving skills.
• Collaboration and teamwork skills.
• Adaptability and flexibility in a fast-paced environment.
• Passion for delivering exceptional customer experiences.

Career Growth and Development

At blithequark, we are committed to the growth and development of our employees. As a Senior Customer Success Manager, you will have access to:

• Comprehensive training and onboarding programs.
• Ongoing professional development opportunities.
• Mentorship and coaching from experienced leaders.
• Opportunities for career advancement and growth within the company.

Work Environment and Company Culture

At blithequark, we pride ourselves on our dynamic and collaborative work environment. Our company culture is built on the following values:

• Impactful not Immediate: We prioritize and invest in initiatives that will be most impactful.
• Progress before Perfection: We are action-oriented people who are empowered to make decisions and achieve our goals.
• Learners before Masters: We are curious and humble people who strive to constantly improve.
• Together not Alone: We rally behind each other and pitch in to support the greater whole.
• Customer Success not Support: We solve partner goals and prioritize their success.

Compensation and Benefits

We offer a competitive salary and benefits package, including:

• Medical, Dental, Vision, Disability, and More.
• 401k plan with 4% employer match available after 3 months of employment.
• Work from home anywhere in the US.
• Paid parental leave.
• Time to Relax - 10 company holidays and 20 days of paid time off.
• Opportunities to make a positive impact on students going to college.

Conclusion

If you are a strategic, results-driven leader with a passion for managing high-value customer relationships, we encourage you to apply for this exciting opportunity. As a Senior Customer Success Manager at blithequark, you will play a critical role in driving customer success, retention, and expansion within our key institutional partnerships. Join our team and be part of a dynamic and collaborative work environment that is dedicated to making a positive impact in the higher education industry.