Experienced Customer Success Manager – Commercial Contractor Industry Expertise

Are you a seasoned professional with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments and have a knack for building strong relationships with customers? If so, we invite you to join blithequark, a groundbreaking software solution purpose-built to support today's commercial contractors, as our next Manager of Customer Success. At blithequark, we're revolutionizing the commercial contracting industry by empowering contractors with AI-driven tools to conquer chaos, boost efficiency, skyrocket profitability, and ultimately, deliver exceptional service. Our cutting-edge platform is designed to help contractors manage their businesses from quick service calls to full project management, and we're looking for a talented Customer Success Manager to join our team. As a Manager of Customer Success, you'll play a critical role in helping us build out a critical function for the company. You'll lead, mentor, and develop our Customer Success team, ensuring our customers achieve maximum value from our platform. With a focus on driving customer satisfaction, retention, and expansion, you'll work closely with our leadership team to develop and execute strategies that align with our overall company goals and mission.

What We Look For

We're seeking an experienced Customer Success Manager with a proven track record of building and scaling Customer Success teams. If you have:

• At least 2 years of experience in a leadership role, with a strong background in Customer Success, account management, or a related field
• Proven leadership and management skills, with a track record of coaching and mentoring team members
• Experience building Customer Success processes and best practices to ensure customers achieve desired outcomes
• Exceptional people skills, with the ability to build trust across both internal and external stakeholders
• Strong analytical and problem-solving abilities, with a data-driven approach to decision-making
• Familiarity with Customer Success tools like Gainsight and Salesforce, and a willingness to learn and adapt to new technologies
• A deep understanding of the commercial contractor industry, with experience working with contractors or construction companies

What You'll Do

As our Manager of Customer Success, you'll be responsible for:

• Leading, mentoring, and developing the Customer Success team, including hiring, performance management, and career development
• Overseeing the onboarding, training, and ongoing support for customers, ensuring maximum value from blithequark
• Owning key performance indicators (KPIs) for the Customer Success team, such as Net Promoter Score (NPS), revenue retention, and expansion metrics
• Acting as a strategic partner and escalation point for key customer accounts, resolving challenges and fostering satisfaction and advocacy
• Proactively identifying at-risk accounts, developing and executing tailored retention strategies
• Monitoring and enhancing customer engagement to drive adoption of blithequark's mission-critical software
• Implementing and refining Customer Success processes and best practices to ensure customers achieve desired outcomes
• Standardizing and scaling team systems, workflows, playbooks, and best practices to improve outcomes and efficiency while supporting a growing customer base
• Leveraging data analytics to identify trends, uncover opportunities, and implement improvements that drive success for both customers and blithequark
• Working with the leadership team to develop and execute strategies for customer retention and expansion
• Serving as the voice of the customer by collecting and synthesizing feedback to influence product development and company priorities across Product, Sales, and Implementation
• Championing a customer-centric culture, ensuring every team interaction reflects blithequark's commitment to excellence and empowering commercial contractors

Where You'll Go (and How Often)

As a Manager of Customer Success, you'll have the opportunity to travel up to 25% to support on-site implementations and customer engagement. You'll work closely with our customers across the US and Canada, building strong relationships and ensuring they achieve maximum value from our platform.

What We Offer

At blithequark, we're committed to providing our team members with a comprehensive benefits package, including:

• Generous equity grant, becoming an owner in our company
• MacBook computer provided
• Comprehensive benefits package
• Flexible PTO and hybrid work schedules
• Work from home stipend
• Hubs in Los Angeles, Toronto, and Raleigh with hybrid work schedules and lunch provided for in-office days
• Company events like BBQs and team-building activities, both in-person and virtual
• Fast-paced, collaborative, and dynamic work environment
• Opportunities for growth and career advancement
• Chance to work with cutting-edge technology and innovative solutions
• The chance to get in on the ground floor and build something truly groundbreaking for ourselves and our amazing customers

About blithequark

Join blithequark, the largest commercial trade platform in the country, as we transform the multi-billion dollar commercial contracting industry! We're not just talking incremental improvements – we're talking a full-scale revolution, empowering the hardworking heroes who build and maintain the infrastructure that keeps our world running. With a $1 billion valuation and a $127M Series C funding round led by industry-leading investors, we're fueling our aggressive growth and commitment to equipping contractors with AI-driven tools to conquer chaos, boost efficiency, skyrocket profitability, and ultimately, deliver exceptional service. If you're ready to tackle big challenges, work with a passionate team, and build something extraordinary, blithequark is the place for you. Apply now to join our team and be part of a rocketship! Apply for this job