Director of Customer Success – Strategic Leadership in Digital Marketing Solutions for Enhanced Client Growth and Retention

Introduction to blithequark At blithequark, our mission is to empower businesses to thrive in the digital landscape through innovative, affordable, and results-driven marketing solutions. As a trusted partner in the industry, we have established a reputation for excellence, helping over 36,000 small businesses elevate their online presence. Our commitment to core values such as Growth Mindset, Results Oriented, Innovative, Inspirational, Accountable, and Transparency has earned us national recognition, including an A+ BBB rating for ethical business conduct and a place on the Inc 5000 list as one of the fastest-growing companies. About the Role The Director of Customer Success at blithequark will play a pivotal role in leading multiple teams of Growth Advisors, with a focus on delivering exceptional results for our digital marketing clients. This role demands significant experience in customer success leadership, strategic planning, and cross-functional collaboration. The ideal candidate will be responsible for developing and implementing initiatives that enhance client retention and growth, driving business expansion through innovative strategies and a deep understanding of the digital marketing landscape. Key Responsibilities Collaborate closely with the Vice President of Customer Success to execute customer growth strategies and achieve organizational objectives, ensuring alignment with blithequark's mission and vision. Lead and mentor a dedicated Customer Success team, fostering a culture of excellence and continuous improvement. Ensure the team is aligned with organizational goals and client success metrics, promoting a results-oriented and growth mindset. Develop and implement initiatives to drive customer growth and enhance retention, identifying opportunities for upselling and cross-selling to maximize customer lifetime value. Utilize data analytics and market insights to inform these strategies. Establish and monitor key performance indicators (KPIs) for Growth Advisors, providing regular reports and insights to the executive team. Leverage data to drive continuous improvement in customer satisfaction and success, ensuring that client needs are met and exceeded. Oversee the development of effective communication strategies to keep clients informed and engaged, addressing escalated client concerns or issues promptly to ensure overall client satisfaction and loyalty. Essential Competencies and Qualifications Deep knowledge of the digital marketing landscape, including various channels such as SEO, websites, social media, email marketing, and content marketing. The ability to guide clients on best practices and strategies to achieve their marketing goals is essential. Strong leadership skills, with the ability to effectively manage and motivate a team of customer success managers. This includes setting clear goals, providing guidance and support, and fostering a positive and collaborative team environment that encourages growth and innovation. 7+ years of experience leading and building high-performing customer success teams, with a proven track record of achieving retention (>95%) and growth targets that drive business growth. 5+ years of Digital Marketing Experience required, with a strong understanding of digital marketing strategies and their application in driving client success. Bachelor’s Degree in business, marketing, or a related field is a plus, although equivalent experience and a demonstrated ability to lead and innovate in the digital marketing space are also valued. Preferred Qualifications and Skills Experience with data analytics tools and the ability to interpret data to inform customer success strategies and improve client outcomes. Strong communication and interpersonal skills, with the ability to build and maintain strong relationships with clients, team members, and stakeholders across the organization. Ability to work in a fast-paced environment, prioritizing tasks and managing multiple projects simultaneously to meet deadlines and achieve goals. Familiarity with CRM software and other customer success tools, with the ability to leverage these technologies to enhance client engagement and success. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our team members. As a Director of Customer Success, you will have opportunities to expand your skill set, take on new challenges, and contribute to the evolution of our customer success strategies. Our culture of continuous learning and innovation means that you will be supported in your professional development, with access to training, mentorship, and resources to help you achieve your career goals. Work Environment and Company Culture blithequark prides itself on a dynamic and inclusive work environment that values diversity, equity, and inclusion. We believe in fostering a culture of transparency, accountability, and inspiration, where every team member feels valued, supported, and empowered to contribute their best work. Our commitment to core values such as Growth Mindset, Results Oriented, Innovative, Inspirational, Accountable, and Transparency guides everything we do, from how we interact with clients to how we support each other as colleagues. Compensation, Perks, and Benefits blithequark offers a comprehensive compensation package, including competitive salary, health benefits, paid time off, retirement savings, and parental leave. Our perks and benefits are designed to support the well-being and success of our team members, both in and out of the workplace. These include: Health Benefits: Comprehensive medical, dental, and vision plans, with company contributions to support your health and wellness. Paid Time Off: Generous paid time off policy, including holidays, floating holidays, and annual leave to recharge and pursue your interests. Retirement Savings: 401K plan with company match to support your long-term financial goals and security. Parental Leave: Inclusive and supportive parental leave policy to help you balance work and family responsibilities. Peer-to-peer Recognition: Opportunities for recognition and rewards through our internal programs, celebrating your achievements and contributions to the team. Conclusion If you are a motivated and experienced customer success leader looking for a new challenge, we invite you to join blithequark as our Director of Customer Success. This is an exceptional opportunity to make a meaningful impact on our clients' success and growth, while contributing to the evolution of our customer success strategies and team. With our commitment to innovation, inclusivity, and employee growth, you will find a dynamic and supportive work environment that values your skills, experience, and perspectives. Apply today to take the next step in your career and be part of a team that is shaping the future of digital marketing solutions. Apply for this job