Experienced Customer Success Manager – Delivering Exceptional Service and Driving Business Growth in Supply Chain Sustainability

Introduction to blithequark

blithequark is a pioneering force in the realm of supply chain sustainability, providing cutting-edge solutions tailored to the world's top-tier manufacturers. Our mission is to uncover and mitigate hidden risks within supply chains, empowering our clients to achieve comprehensive sustainability. With a strong foundation built on expert insights and a commitment to excellence, blithequark has emerged as a trusted partner for manufacturers seeking to navigate the complex landscape of supply chain sustainability.

Having achieved the remarkable milestone of US$100M ARR, blithequark has solidified its position as a leader in the SaaS sustainability industry. This accomplishment, coupled with our $350 million US funding, has poised us for unprecedented growth and expansion. As we continue to push the boundaries of innovation and excellence, we are seeking talented and dedicated individuals to join our team and contribute to our mission.

About the Role

We are currently seeking an experienced Customer Success Manager to play a vital role in delivering our services to clients and driving business growth. As a Customer Success Manager at blithequark, you will be responsible for developing and nurturing lasting relationships with our clients, serving as a trusted advisor throughout their customer lifecycle journey. Your expertise will be instrumental in defining and executing project plans, ensuring program success, and delivering exceptional service to our clients.

Please note that this role may require varied work hours to support our Korean customers within their timezone. We are committed to providing a flexible and remote-first work environment, with opportunities for occasional in-person collaboration at our global offices or co-working spaces.

Key Responsibilities

• Develop and nurture lasting relationships with clients, serving as a trusted advisor throughout the entirety of the customer lifecycle journey.
• Define compliance programs from start to finish, working with our Program Support teams to execute on tasks required to achieve client milestones.
• Actively manage client relationships and lifetime value, helping clients realize the economic value of their subscriptions to preserve and grow revenue.
• Manage an assigned book of business, overseeing overall Customer Health and associated performance metrics.
• Lead high-level strategic planning sessions with clients, including Executive Business Reviews, to align solutions with their specific challenges and optimize business value.
• Conduct program reviews to gain a deep understanding of client needs, status, gaps, and next steps, ensuring proactive support and anticipation of client tasks.
• Analyze program results and supply chain responsiveness to identify additional program strategies and opportunities for improvement.
• Identify client goals and success metrics, ensuring quality product configuration during implementation and conducting regular progress check-ins.
• Support the Sales team in ongoing renewal management of owned accounts to meet renewal targets.
• Take on special projects to enhance customer success management processes and contribute to the growth and development of our team.
• Serve as a peer partner to new team members, providing guidance and support as required.
• Coordinate user permissions in the blithequark platform with our Platform Operations team.
• Advocate and collaborate with internal groups to ensure client success, growth, and the creation of strong customer references and referrals.
• Possess intermediate regulatory knowledge to consult with clients on program direction and work with our Product Management team to identify and drive improvements in product offerings, processes, systems, and tools.
• Input and maintain up-to-date communications, conversations, and correspondence with blithequark clients in our CRM.
• Be familiar with corporate security policies and follow the guidance set out by our processes and procedures.

Essential Qualifications

• Excellent oral and written communication skills in Korean and English, with additional languages considered an asset.
• A University, College, and/or Post Graduate Certificate in a related area of study or equivalent working experience.
• Minimum of 3 years related work experience in customer success, project management, and/or consulting roles, or an equivalent/transferrable field.
• Working knowledge of consultative customer management and/or project management roles.
• Experience working in a technology/SaaS and/or Professional Services organization would be considered an asset.
• Solid interpersonal skills, with the ability to build stable relationships in a collaborative environment with diverse stakeholders.
• Solid Microsoft Excel skills, with the ability to harness the power of pivot tables and lookup functions for data management and analysis.
• Excellent time management and organizational skills, with the ability to effectively prioritize and execute on multiple tasks for various client accounts and internal stakeholders.
• An insatiable thirst for knowledge, with a motivation to learn and stay up-to-date with changing regulations.
• Maturity, poise, and professionalism, with the ability to work in a fast-paced environment.
• Emotional intelligence, with self-awareness, the ability to see things from various points of view, and self-regulation.
• Intellectual curiosity, with excellent problem-solving skills and the ability to anticipate, understand, and respond to the needs of others.
• Proficiency in the use of MS Office Suite and Google Applications, as well as other Office Productivity tools.

Preferred Qualifications

• Additional languages, with a focus on languages relevant to our client base.
• Experience working in a remote-first environment, with a strong ability to self-motivate and work independently.
• Familiarity with CRM systems and data analysis tools.
• Certifications or training in customer success, project management, or related fields.
• Experience working in a fast-paced, dynamic environment, with a strong ability to adapt to changing priorities and deadlines.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to providing our team members with opportunities for growth, development, and learning. As a Customer Success Manager, you will have access to professional development days, training programs, and mentorship opportunities to help you advance your career and stay up-to-date with industry trends and best practices.

We believe in fostering a culture of continuous learning, with a focus on innovation, creativity, and experimentation. Our team members are encouraged to share their knowledge, expertise, and ideas, and to collaborate with colleagues across departments to drive business growth and success.

Work Environment and Company Culture

blithequark is proud to offer a remote-first work environment, with flexible work options and opportunities for occasional in-person collaboration. We believe in providing our team members with the autonomy to work in a way that is most productive and effective for them, while also fostering a sense of community and connection among our team.

Our company culture is built on a foundation of diversity, equity, and inclusion, with a commitment to recruiting and retaining team members from diverse backgrounds and experiences. We believe in creating a culture of belonging, where all team members feel included, valued, and heard, and where everyone has the opportunity to contribute to business success.

Compensation, Perks, and Benefits

blithequark offers a competitive compensation package, with a base salary, corporate bonus program, and retirement savings options. We also provide comprehensive benefits packages, including vacation time, life leave days, and more. Our team members are eligible for professional development days, training programs, and mentorship opportunities to help them advance their careers and stay up-to-date with industry trends and best practices.

Conclusion

If you are a motivated and experienced Customer Success Manager looking to join a dynamic and innovative team, we encourage you to apply for this exciting opportunity at blithequark. With our commitment to diversity, equity, and inclusion, our focus on continuous learning and growth, and our dedication to delivering exceptional service to our clients, we believe that you will find a rewarding and challenging career with our team.

Don't miss this opportunity to join a leading company in the supply chain sustainability industry and contribute to our mission of uncovering and mitigating hidden risks in supply chains. Apply now to become a part of our team and help us drive business growth and success.