Experienced Regional Customer Success Manager for EMEA Region – Leadership Role in Digital Wholesale Management Platform

Introduction to blithequark

blithequark is a pioneering force in the digital wholesale management sector, providing a cutting-edge platform that revolutionizes the way brands and retailers conduct business. With a strong foundation established in 2010, blithequark has grown to serve over 14,000 brands and 600,000 buyers across 150 countries, facilitating $1.7 billion in wholesale transactions every month. Backed by prominent investors such as Macquarie Group, Battery Ventures, Canaan Partners, and ITOCHU, blithequark is a Series D startup that continues to attract top talent to drive its mission forward.

Under the leadership of a CEO recognized as a Glossy 50 "Changemaker in the Fashion Industry" and inducted into Forbes' "50 Over 50" 2022 class, blithequark is poised for market dominance. With a global presence and a team of over 150 experts, blithequark maintains a strong foothold in key markets across North America, Europe, and APAC.

About the Role

blithequark is seeking an experienced Regional Customer Success Manager to lead its EMEA region. This is a maternity cover position starting in November, with an initial duration of 9 months and the possibility of extension to 12 months. As a leader within the Customer Success team, you will be responsible for developing global processes and strategies that will be implemented on a regional level, ensuring the delivery of exceptional customer experiences across the EMEA region.

Key Responsibilities

• Develop and implement regional strategies to drive customer success, ensuring high unit and revenue retention and upsell rates for the EMEA region.
• Manage and mentor a team of Customer Success Managers across the EMEA region, providing guidance and support to ensure the team's success and growth.
• Onboard, train, and develop trusted advisor relationships with strategic and high-value accounts, driving incremental value and return on investment for customers.
• Handle client escalations for the region, resolving higher-level issues related to adoption, usage, product, pricing, accounts receivable, integrations, and more.
• Strategically expand revenue in accounts through cross-sell and upsell opportunities, supporting the team in their efforts to achieve sales targets.
• Train and manage individual team members' performance, ensuring that Customer Success team members consistently master and execute CS processes and strategies, leveraging all necessary tools and technology.
• Contribute to global team meetings, sharing best practices and regional insights to drive global customer success initiatives.
• Develop strong partnerships with Sales and Marketing counterparts to ensure a seamless client experience from prospect to ongoing client.
• Advocate for regional client needs, communicating with senior leadership and working cross-functionally with Product, QA, and Data teams to drive project initiatives forward.

Requirements and Qualifications

To be successful in this role, you will need to possess the following qualifications and skills:

• Business-level proficiency in French.
• A Bachelor's degree is desirable, although not essential.
• At least 7 years of experience managing accounts or owning a book of business, with a proven track record of success in customer-facing roles.
• 5+ years of relevant work experience in SaaS, B2B, or Account Management, with prior SaaS experience being essential.
• Ideally, experience in the fashion or creative industries, although this is not a requirement.
• Experience managing and coaching a team across multiple regions, with a strong ability to lead and motivate team members to achieve their goals.
• Strong negotiation and sales skills, with the ability to drive revenue growth and expand customer relationships.
• Experience collaborating with cross-functional teams, including Sales, Marketing, Product, and QA.

What blithequark Offers

blithequark is committed to providing a comprehensive benefits package and a supportive work environment that fosters growth and development. As a Regional Customer Success Manager, you can expect:

• Private Medical Insurance and Dental Cash Back Plan, ensuring that you and your family are protected and supported.
• A 4% Employer Pension Contribution, helping you to plan for your future and secure your retirement.
• An Employer Assistance Programme, providing access to confidential counseling and support services.
• A monthly work-from-home allowance, recognizing the importance of work-life balance and flexibility.

Career Growth and Development

At blithequark, we are committed to helping our employees grow and develop in their careers. As a Regional Customer Success Manager, you will have access to:

• Ongoing training and development opportunities, ensuring that you stay up-to-date with the latest industry trends and best practices.
• Coaching and mentoring from experienced leaders, helping you to develop your skills and achieve your goals.
• Opportunities for career advancement, whether within the Customer Success team or across other functions within the business.
• A collaborative and supportive work environment, where you will be encouraged to share your ideas and contribute to the growth and success of the company.

Work Environment and Company Culture

blithequark is proud of its diverse and inclusive company culture, where everyone is valued and respected. As an equal opportunity employer, we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Our work environment is dynamic and fast-paced, with a focus on innovation, creativity, and collaboration. We believe in empowering our employees to take ownership of their work and to make decisions that drive results. If you are a motivated and driven individual who is passionate about customer success and digital wholesale management, we encourage you to apply for this exciting opportunity.

Conclusion

If you are a seasoned customer success professional looking for a new challenge, we invite you to join blithequark as a Regional Customer Success Manager for the EMEA region. With its cutting-edge platform, diverse and inclusive company culture, and commitment to employee growth and development, blithequark offers a unique and rewarding work environment that is unparalleled in the industry. Apply now to take the first step in your journey with blithequark and discover a career that is full of purpose, challenge, and opportunity.