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 opportunities for growth and expansion.

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 goal is to provide you with the skills and knowledge you need to succeed in your role and advance your career.

Work Environment and Company Culture

blithequark is a dynamic and inclusive workplace that values diversity, equity, and inclusion. We believe that our employees are our greatest asset, and we strive to create a work environment that is supportive, collaborative, and fun. Our company culture is built on a foundation of respect, empathy, and open communication, and we encourage our employees to bring their unique perspectives and ideas to the table. We also offer a range of benefits and perks, including remote work options, unlimited vacation time, and comprehensive health and wellness programs.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package that includes a salary, bonus, and stock options. We also provide a range of perks and benefits, including:

• Remote Work: Work from anywhere and enjoy the flexibility and autonomy that comes with it.
• Unlimited Vacation: Take the time you need to rest and recharge, and come back to work feeling refreshed and revitalized.
• Comprehensive Benefits: Enjoy access to comprehensive health, dental, and vision insurance, as well as retirement savings plans and other benefits.
• Dynamic Teams: Join a diverse and dynamic team of professionals who are passionate about delivering exceptional customer experiences.
• Impactful Work: Engage in challenging and exciting work with recognized global brands, and make a real impact on the success of our customers.
• 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 strives to create a workplace that is welcoming and supportive to all.

Conclusion

If you are a motivated and experienced customer success professional who is looking for a new challenge, we encourage you to apply for the Partner Customer Success Manager role at blithequark. This is a unique opportunity to join a dynamic and growing company that is passionate about delivering exceptional customer experiences, and to work with a talented team of professionals who share your values and your commitment to excellence. Don’t miss out on this chance to take your career to the next level and make a real impact on the success of our customers. Apply now and join the blithequark team!