**Experienced Manager, Customer Success – Driving Growth and Retention for Ecommerce Brands at Blithequark**

Are you a seasoned leader with a passion for customer success and a knack for driving growth and retention? Do you thrive in fast-paced, evolving environments and have a proven track record of owning and exceeding team metrics? If so, we want to hear from you! Blithequark is seeking an experienced Manager, Customer Success to join our team and help us deliver exceptional customer experiences for our ecommerce brands. **About Blithequark** Blithequark is a leading conversational AI platform for ecommerce that drives sales and resolves support inquiries. Trusted by over 15,000 ecommerce brands, Blithequark supports growing independent shops to globally recognizable brands. Our platform is built for Shopify and powered by advanced ecommerce integrations, allowing us to understand our customers' brands, tools, policies, and customers to drive personalized, 1-to-1 conversations. **About the Team** The Customer Experience Organization at Blithequark comprises various key functions, including Professional Services, Customer Success, Scaled Services, Technical Services, Education Services, Customer Operations, and Customer Support. The Customer Success Team is currently supported by 3 Leaders and staffed with over 20 dedicated Customer Success Managers (CSMs). This team focuses on driving customer value and retention with our Commercial and Enterprise merchants, with a mission to propel feature adoption, drive cross-sells opportunities, NPS, and champion retention. **About the Role** As a Manager, Customer Success at Blithequark, you'll lead a group of CSMs responsible for our Commercial and Enterprise accounts. We're looking for a leader who has a player-coach mentality; someone who brings strategic thinking, is adaptable, and can build strong operational systems while jumping in to support the team directly. You'll be accountable for core team metrics like NRR, churn, retention, product adoption, and expansion, and will leverage current processes and support building additional structure with cadences, coaching, and operational discipline that help your team consistently exceed them. **What You'll Do** As a Manager, Customer Success at Blithequark, your responsibilities will include: * Leading and developing a high-performing global team of Customer Success Managers to deliver measurable ROI, drive adoption and utilization, and ensure consistent achievement of team goals around NRR, churn mitigation, and success milestones * Designing and implementing scalable customer success strategies that enhance customer engagement, CSAT, scores, NPS, and long-term retention across the portfolio * Acting as a strategic escalation point, partnering closely with CSMs to resolve issues with urgency while maintaining a customer-first mindset * Implementing and holding accountable best practices, process improvements, training, playbooks, and feedback loops to ensure the team is having consistently valuable conversations with customers * Conducting call reviews, coaching, and giving constructive feedback to ensure our interactions are driving product adoption and customer outcomes * Working closely with internal teams (Product, Sales, Marketing, Implementation & Success-Growth) to align priorities with customer needs and deliver increasing value over time * Continuously raising the bar on what's expected of customer success team members to create a high-performing team **Who You Are** We're looking for a leader who has: * 3+ years of experience leading high-performing CSM teams in B2B SaaS and 6+ years of experience in customer-facing roles * A strong operational mindset: able to drive effective cadences, processes, and accountability structures * A strategic thinker who has seen great Customer Success and has a plan to scale toward it * A player-coach mentality: willing to step into customer conversations and lead by example * A proven track record of owning and exceeding team metrics such as churn, expansion, and adoption * A passion for mentoring and developing people through feedback and coaching * The ability to thrive in fast-paced, evolving environments and bring structure to ambiguity * High energy, collaborative leadership skills that inspire others and build strong team culture **Diversity & Inclusion at Blithequark** We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants of all backgrounds, experiences, and perspectives. At Blithequark, we believe that diverse teams drive innovation and better decision-making. We do not discriminate based on race, color, religion, gender identity, sexual orientation, disability, age, or any other protected status. **Accommodations** If you need accommodations to participate in the application or interview process, perform essential job functions, or access other employment benefits, please contact us at [email protected]. Let's grow together! **How to Apply** If you're a motivated and experienced leader who is passionate about customer success and growth, we want to hear from you! Apply to this role today and join our team at Blithequark. Apply for this job