**Experienced Full Stack Customer Success Specialist – Digital-First Customer Engagement and Adoption**

Are you a customer-centric professional with a passion for delivering exceptional experiences through digital channels? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join blithequark's Customer Success team as a Full Stack Customer Success Specialist. In this role, you will be responsible for managing a large portfolio of small to mid-sized customers, leveraging automation and digital touchpoints to guide them through onboarding, adoption, and renewal. You will work closely with cross-functional teams to deliver value at scale, while also handling inbound requests with care and responsiveness. **About the Role** As a Full Stack Customer Success Specialist at blithequark, you will be the primary point of contact for your assigned customer portfolio. You will use digital channels and data-driven strategies to deliver personalized experiences that drive adoption, satisfaction, and retention. Your responsibilities will include: * Owning a high-volume portfolio of customers, using automation and digital touchpoints to guide them through onboarding, adoption, and renewal. * Leading digital-first onboarding experiences, including self-guided content, and collaborating closely with Support on webinars and scalable live training sessions to ensure a smooth transition from Sales to Customer Success. * Monitoring customer health and product usage through Gainsight and Salesforce to proactively identify risk and opportunity. Triggering automated journeys and personalized outreach based on key customer signals. * Delivering one-to-many communications that feel personal, leveraging in-app messaging, email campaigns, webinars, and office hours to engage and educate customers at scale. Collaborating closely with CX & Enablement to plan and execute these programs and campaigns. * Being an expert on platform functionality and best practices, recommending features, workflows, and usage patterns that drive ROI, tailoring recommendations based on customer segment and industry. * Working cross-functionally with Support, CX Enablement, and Sales to coordinate high-impact moments such as product launches, feature rollouts, and upsell opportunities. Escalating risks to senior CSMs or account teams when needed. * Forecasting and managing churn risk across your portfolio through data insights, automated surveys, and scaled check-ins. Surfacing at-risk accounts to stakeholders and deploying intervention plans accordingly. * Leading conversations with customers who have expressed dissatisfaction or submitted cancellation requests. Acting quickly to understand the root cause, reinforcing value, guiding them toward adoption, and negotiating renewals when possible. * Collecting and surfacing feedback from your customer base to inform product and CX for content. * Ensuring all customer interactions, health scores, and lifecycle stages are accurately reflected in Salesforce and Gainsight to support visibility and reporting. **About You** We're looking for a highly motivated and customer-centric professional with a passion for delivering exceptional experiences through digital channels. If you have: * A Bachelor's degree or equivalent experience in business or a related field. * Exposure to Customer Success or Customer Service, preferably in a fast-paced, multi-priority setting. * Native or bilingual proficiency in English. * A customer-first mentality, with the ability to empathize and build customer loyalty. * Strong technical aptitude and ability to learn new technologies quickly. Must be able to think strategically about change management and system integration. * Strong critical thinking, analytical, and complex problem-solving skills. * Highly motivated, with a strong sense of collaboration, ownership, urgency, and drive. * Excellent interpersonal skills for phone troubleshooting and writing skills through email. * Excellent time management and communication skills. **Extra Credit** While not required, experience with delivering on-site training and webinars, and/or pre-sales demonstrations, would be a valuable asset. Additionally, previous experience working in the Fashion industry, technical integrations, and proficiency in Italian and/or French are desirable. **About the Customer Success Team** We work as one team to go above and beyond for our customers. We act as their voice and champion. Our success is our customers' success. We build and maintain client relationships to ensure happiness, adoption, and renewal. We support clients by continuously advising them as partners and keep them up to date on our new initiatives and innovative updates to pave the way for customer growth. **Our Mission** Our mission is to provide the best client experiences through meaningful partner relationships that showcase the blithequark value of creating efficient, impactful, and measurable brand experiences. **Our Recruitment Process** Our recruitment process includes: * Intro Call * Meet & Greet * Skills Assessment * Culture Fit Interview * Leadership Interview **Why You'll Love blithequark** We're a company that prioritizes people, fostering a relaxed yet dynamic atmosphere. Our international team is filled with enthusiastic, motivated individuals who enjoy their work. Autonomy empowers our team members, allowing them to make a substantial difference in our business, for our customers, and within our organization. When you become part of our team, you'll have access to growth and advancement possibilities, including a learning and development allowance, a benefits package tailored to each location, and flexible work arrangements, along with support for establishing your home office and other perks. **Our Commitment** blithequark is proud to be an Equal Opportunity Employer building a diverse and inclusive workforce. If there is anything extra we can do to help you feel at ease during your interview process, please let the PeopleOps team member you'll be meeting with know. **Apply Now** If you're excited about this opportunity and believe you have the skills and passion to deliver exceptional customer experiences, we invite you to apply to this role. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you! Apply for this job