**Director, Majors Customer Success Management at blithequark**

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we invite you to join blithequark, a leading provider of cloud contact center software, as our Director, Majors Customer Success Management. At blithequark, we're on a mission to revolutionize the way businesses interact with their customers. Our cloud contact center software is designed to help companies deliver personalized, omnichannel experiences that drive loyalty and revenue growth. As a key member of our Customer Success team, you'll play a critical role in ensuring that our customers achieve their business goals and objectives through our solutions. **About blithequark** blithequark is a company that's passionate about innovation, customer satisfaction, and employee well-being. We're committed to fostering a culture of inclusivity, diversity, and collaboration, where every employee feels valued, empowered, and supported to succeed. Our team-first approach has earned us a reputation as a leader in the cloud contact center software industry, and we're excited to continue growing and innovating with the best talent in the business. **Job Summary** As our Director, Majors Customer Success Management, you'll lead a team of Customer Success Managers who are responsible for driving business outcomes for our in-base customers. You'll be responsible for developing and implementing best practices for the Majors Customer Success program, collaborating with internal partners to streamline and accelerate onboarding, and building strong, long-lasting customer relationships. Your expertise will be essential in ensuring that our customers achieve their business goals and objectives through our solutions. **Key Responsibilities** * Lead, mentor, and grow a team of Customer Success Managers, positioning them to succeed in assisting blithequark customers in maximizing their investment in blithequark solutions. * Anchor CSM performance to blithequark's Global Customer Success OKR framework. * Develop and implement best practices for the Majors Customer Success program while assisting your team in shepherding large, complex implementations through go live and ramps. * Develop and manage collaborative relationships with internal partners including Professional Services, Sales, and blithequark executive staff to help streamline and accelerate onboarding of these customers. * Build and maintain strong, long-lasting customer relationships including trusted advisor relationship with key customer stakeholders and executive sponsors, ensuring team alignment with customer's business goals and objectives. * Develop the team's understanding of blithequark's products, services, and support processes, understanding customer business goals and objectives, and ensuring blithequark solutions deliver desired outcomes for our in-base customers. * Execute on existing and develop new strategies to reduce customer churn and increase customer lifetime value. * Participate in de-escalation calls in support of the CEM and overall project team to ensure that clients understand challenges and how to work around them. * Ability to recruit and retain “A” players to build highly effective teams. * Provide strong operational management, reporting, and team skills for managing both a team and customer base. **Requirements** * 10+ years of experience in customer success for a technology company. * 5+ years managing a team. * Leadership experience with the capacity to influence, experience in hiring, mentoring, training and motivating high performing teams. * Proactive mentality, with the foresight to intervene and provide support to CSMs as needed. * Strong knowledge of contact center or related SaaS technology. * Strong account planning and management skills including mature negotiation skills. * Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level. * Experience in delivering client-focused solutions based on customer needs. * Ability to discuss, understand, and work within complex projects and processes. * Proven ability to manage multiple projects at a time while paying strict attention to detail. * Excellent listening, negotiation, and presentation skills. * Excellent verbal and written communications skills. * Must be self-directed and self-motivated. * Superior professional presence and business acumen. * Ability to travel up to 50% of the time. * BS degree or equivalent. **What We Offer** At blithequark, we're committed to providing our employees with a comprehensive compensation package that includes: * A competitive base salary range of $112,600 - $174,400 USD. * An annual performance bonus, stock, and/or other applicable incentive compensation plans. * Health, dental, and vision coverage, beginning on the first day of employment. * Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents. * Generous employee stock purchase plan. * Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave. **Why Join blithequark?** At blithequark, we're passionate about innovation, customer satisfaction, and employee well-being. We're committed to fostering a culture of inclusivity, diversity, and collaboration, where every employee feels valued, empowered, and supported to succeed. Our team-first approach has earned us a reputation as a leader in the cloud contact center software industry, and we're excited to continue growing and innovating with the best talent in the business. If you're a seasoned leader with a passion for delivering exceptional customer experiences, we invite you to join our team as our Director, Majors Customer Success Management. Apply now to take the first step in your journey with blithequark! Apply for this job