Experienced Partner Customer Success Manager – Enterprise Software Solutions and Strategic Account Management

Welcome to blithequark

At blithequark, we are driven by a mission to empower teams to build better, together. As a leading provider of top-selling software solutions, we support over 29,000 customers, including a third of the Fortune 500 companies, and collaborate with hundreds of Solutions Partners globally. Our innovative products enable teams to focus and optimize around their highest priorities by orchestrating creation and delivery. With a strong foundation in Iceland since 2009, we have expanded our product suite to include resource and capacity planning, project cost tracking, project and program management, and strategic roadmapping.

Our journey has been marked by significant milestones, including the acquisition of Roadmunk, a roadmapping solution favored by product management teams, and ALM Works, creators of the Structure for Jira suite, in 2021. In 2023, we further expanded our portfolio by acquiring LiquidPlanner’s capacity planning platform and Old Street Solutions, the maker of Custom Charts. We envision a world where everyone inside an organization works harmoniously on the most impactful opportunities aligned with their mission. Join us as we continuously innovate our award-winning products, create new solutions, and expand to new ecosystems.

About the Job

As a Partner Customer Success Manager at blithequark, you will be responsible for managing both Channel Partner and direct Customer relationships. You will drive a best-in-class customer journey, from onboarding to renewal, for our largest clients, including Fortune 500 companies. You’ll play a pivotal role in empowering customers and partners to optimize their strategic portfolios, leveraging blithequark’s suite of applications across ecosystems. Your expertise will be instrumental in fostering long-term relationships, driving customer satisfaction, and identifying new business opportunities.

Key Responsibilities

• Strategic Development: Drive the development and implementation of our Enterprise GTM Customer and Channel Partner strategy, including success plans, QBRs, cross-selling, and renewal forecasting.
• Value Engagement: Create value engagement frameworks by interpreting customer company/financial performance and other relevant data sources.
• Goal Alignment: Establish business objectives and goals with Channel Partners and direct Customers, building measurable success plans and setting communication cadences to deliver ROI and operational reviews.
• Innovative Communication: Develop innovative ways to share impactful data and insights with Customers/Partners, aligning with their success drivers through operational reviews and Strategic Business Reviews.
• Customer Engagement: Increase customer engagement across complex, global accounts by applying data insights, product knowledge, and industry expertise.
• Implementation Support: Support complex product implementations, ensuring alignment with customer objectives and success criteria, and driving user adoption at scale.
• Change Management: Act as a change agent for both internal systems/processes and external product/workflow management.
• Stakeholder Relationships: Cultivate key stakeholder relationships to drive advocacy and expansion within existing accounts.
• Customer Health: Evaluate customer health and propose holistic, multi-product solutions for different use cases.
• Customer Advocacy: Maintain high levels of customer engagement and satisfaction, leading to account reference-ability, advocacy, and loyalty.
• Voice of the Customer: Act as the “voice of the customer,” working with product management to translate business needs into product requirements and crafting new solutions.
• Issue Resolution: Collaborate with internal resources on escalation and resolution processes for critical customer issues.
• Cultural Strengthening: Contribute to strengthening the customer-centric culture at blithequark.

Essential Qualifications

• Experience: 5+ years in B2B SaaS within Customer Success, Account Management, or Management Consulting.
• Leadership: Experience managing a $5M+ ARR book of business, with direct responsibility for customer churn, product utilization, renewals, and customer health.
• Enterprise Expertise: Managed enterprise RFPs for 1,000+ user accounts, working closely with direct sales and implementation teams.
• Global Account Management: Experience managing Channel Partner relationships and large global enterprise customers with 50K+ employees.
• Consultative Approach: A consultative mindset with the ability to diagnose issues and prescribe solutions effectively.
• Self-Motivated: A data-driven, proactive team player with innovative ideas to inspire client loyalty and adoption.
• Interpersonal Skills: Strong ability to initiate and build relationships across organizations, including with Executive sponsors.
• Team Collaboration: A passion for teamwork, contributing to a strategic account team to build a world-class, enterprise-level global customer experience.

Preferred Qualifications

• KPI Management: Regular use of dashboards and reporting to manage performance against KPI goals.
• Technical Proficiency: Extensive experience with workforce planning and management systems like Jira, Asana, Monday.com, and other productivity tools.
• CRM Experience: Familiarity with Salesforce, HubSpot, or other CRM tools.
• Agile Mindset: Prefer working in Agile environments with a solid understanding of SaaS models.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Partner Customer Success Manager, you will have access to a range of training and development opportunities, including workshops, webinars, and conferences. You will also have the chance to work with a talented team of professionals who are passionate about delivering exceptional customer experiences. Our collaborative and dynamic work environment encourages innovation, creativity, and continuous learning.

Work Environment and Company Culture

blithequark is a global company with a diverse and inclusive culture. We believe in fostering an environment that values unique perspectives and contributions. Our teams are distributed across 12+ countries, and we offer a range of social activities, both in person and virtually, to encourage collaboration and connection. We are committed to creating a workplace where everyone feels welcome, valued, and empowered to succeed.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package, including a range of perks and benefits, such as:

• Remote Work: Work from anywhere and enjoy the flexibility to balance your work and personal life.
• Unlimited Vacation: Take time off when you need it, and recharge with our unlimited vacation policy.
• Comprehensive Benefits: Enjoy a range of benefits, including health, dental, vision, and retirement savings plans.
• Dynamic Teams: Join diverse and dynamic teams distributed across 12+ countries, and be part of a global community of professionals.
• Impactful Work: Engage in challenging and exciting work with recognized global brands, and make a real impact on our customers' success.
• Social Activities: Enjoy a range of social activities, both in person and virtually, and connect with your colleagues in a fun and relaxed environment.
• Inclusive Culture: Be part of an inclusive culture that values unique perspectives and contributions, and feels welcome, valued, and empowered to succeed.

Conclusion

If you are a motivated and experienced customer success professional looking for a new challenge, we encourage you to apply for the Partner Customer Success Manager role at blithequark. With our innovative products, collaborative work environment, and commitment to customer success, we offer a unique opportunity to make a real impact on our customers' success. Join our team and be part of a dynamic and inclusive culture that values unique perspectives and contributions. Apply now and take the first step towards an exciting and rewarding career at blithequark.