**Director, Customer Success Management – Lead High-Performing Teams and Drive Customer Outcomes in a Fast-Growing SaaS Company**

Are you a seasoned leader with a passion for building high-performing teams and driving customer success? Do you thrive in a fast-paced, dynamic environment where innovation and growth are the norm? Look no further than blithequark, a cutting-edge SaaS company disrupting the restaurant industry with its cloud-based platform for accounting and back-office operations. As our new Director of Customer Success Management, you'll have the opportunity to lead a team of Customer Success Managers (CSMs) and drive customer outcomes, satisfaction, retention, and growth. **About blithequark** blithequark is a SaaS company that's revolutionizing the way restaurants manage their accounting and back-office operations. Our cloud-based platform provides a unique, centralized solution that empowers restaurants to streamline their operations, improve efficiency, and increase profitability. At blithequark, we're committed to empowering our team members to produce top-notch results while elevating their skills. We're constantly evolving and improving to make sure we're always "Best in Class" – and we want that for you too! **The Role** As our Director of Customer Success Management, you'll be responsible for leading a team of CSMs who are dedicated to driving customer outcomes, satisfaction, retention, and growth. This role is ideal for a leader with a passion for building high-performing teams, deepening customer relationships, and operationalizing success at scale. You'll be responsible for: * **Leadership & Team Management**: Hire, onboard, mentor, and retain a team of high-performing Customer Success Managers (CSMs); establish clear performance expectations, goals, and career development paths for CSMs; foster a collaborative, accountable, and customer-centric team culture * **Customer Strategy & Relationship Management**: Develop and implement scalable strategies to ensure customer satisfaction, retention, and expansion; act as an executive sponsor for strategic accounts as needed; ensure CSMs are effectively managing renewals, risk mitigation, and expansion opportunities * **Operational Excellence**: Design and optimize the customer success playbook, including onboarding, QBRs, health scoring, and success plans; collaborate with CS Ops to measure team performance and customer outcomes; leverage tools (e.g., Gainsight, Salesforce) to drive efficiency, visibility, and automation * **Cross-functional Collaboration**: Partner closely with Sales, Product, Support, Marketing, RevOps, and Finance to ensure a seamless customer journey; provide customer feedback to product and engineering teams to influence roadmap priorities; work with CS Ops and finance on forecasting renewals and upsell pipeline * **Strategic Impact**: Own key metrics including Net Revenue Retention (NRR), Gross Retention, CSAT, and Time-to-Value; develop executive-level reporting for internal stakeholders; lead strategic initiatives that enhance the customer lifecycle and drive long-term loyalty * Other duties as assigned **What You'll Need to Be Successful in This Role** To be successful in this role, you'll need: * 15+ years of experience in Customer Success, Account Management, or a similar customer-facing role * 10+ years in a leadership role managing people managers or senior individual contributors * Proven track record of driving customer retention and growth in a SaaS or recurring revenue business * Strong analytical, operational, and communication skills * Experience scaling CS processes and teams in a high-growth environment * Proficiency with CS tools (e.g., Gainsight, Zoom, Gong) and CRM platforms (e.g., Salesforce) **Preferred Qualifications** * Experience using AI tools to build programs at scale * MBA or other relevant advanced degree * Executive presence and ability to influence C-suite customers **R365 Team Member Benefits & Perks** At blithequark, we're committed to providing our team members with a comprehensive benefits package that includes: * Salary range of $144,720-$217,080 + Bonus * Comprehensive medical benefits, 100% paid for employee * 401k + matching * Equity Option Grant * Unlimited PTO + Company holidays * Wellness initiatives **Join Our Team** If you're a seasoned leader with a passion for building high-performing teams and driving customer success, we want to hear from you! Apply now to join our team at blithequark and be a part of our mission to revolutionize the restaurant industry with our cloud-based platform.