Introduction to blithequark
blithequark is a global bank payment company that has revolutionized the way businesses collect and send payments. With over 100,000 businesses, from start-ups to household names, using our services to process US$130bn+ of payments annually across 30+ countries, we are committed to making payments easier, faster, and more secure. Our AI-powered solutions improve payment success and reduce fraud, while our open banking connectivity to over 2,500 banks enables our customers to make informed decisions. Headquartered in the UK with offices in London and Leeds, and additional locations in Australia, France, Ireland, Latvia, Portugal, and the United States, we are a dynamic and growing company that values innovation, collaboration, and customer satisfaction.
About the Role
We are seeking an experienced Customer Success Manager to join our team at blithequark. As a Customer Success Manager, you will be responsible for the successful adoption and growth of our services across a portfolio of customers in the UK and Ireland. Your primary responsibility will be to identify opportunities to increase the breadth and depth of blithequark usage and value across our customers' footprints. You will work closely with our account team to map the scope by customer, identify stakeholders, assess risk and opportunity, and create an execution plan. As part of our wider success team, you will also collaborate with our Professional Services team to drive implementation and time to value, our Customer Advocacy team to enhance the customer experience and share success stories, and our Renewal Managers to work towards retention alongside a dedicated Account Executive for expansion and growth opportunities.
Key Responsibilities
- Manage a book of business and ensure delivery against milestones throughout the customer lifecycle, aligned with our team's business KPIs.
- Drive commercial discussions with customers by devising strategies to drive positive Net Revenue Retention.
- Own and execute Account Plans tailored to each customer's strategic goals, positioning blithequark as a trusted partner.
- Partner with the sales team on Account Planning and driving total book of business growth through competitive, market, and whitespace analysis.
- Share commercial ownership of the Account Commercial Success, including identifying, nurturing, and closing expansion opportunities across the base.
- Identify and build strong relationships with key stakeholders, including C-suite, champions, and end-users.
- Work cross-functionally and collaboratively, involving leadership across the business to drive customer value.
- Mitigate risk, including managing renewals for existing customers.
- Forecasting accountability for your owned book of business.
What We're Looking For
We're excited to hear from candidates who have:
- 2+ years of experience in complex end-to-end client-facing work environments.
- 2+ years of experience in Sales, Customer Success, and/or Account Management.
- Additional languages are a plus.
- A growth mindset and a team player attitude.
- Strong listening and verbal communication skills, with the ability to quickly understand customer needs or issues and deliver clear and concise responses via video calls, emails, and in-person meetings.
- Ability to manage conflicting priorities and thrive in a fast-paced environment.
- Finance/Payments industry experience is a plus.
Essential Qualifications
To be successful in this role, you will need to have:
- A strong understanding of customer success principles and practices.
- Excellent communication, interpersonal, and relationship-building skills.
- Ability to work in a fast-paced environment and prioritize multiple tasks and projects.
- Strong analytical and problem-solving skills, with the ability to analyze data and make informed decisions.
- Experience with CRM software and other customer success tools.
Preferred Qualifications
While not essential, the following qualifications are preferred:
- Experience working in the payments or finance industry.
- Knowledge of open banking and direct debit payments.
- Experience with sales and account management.
- Additional languages, such as French, German, or Spanish.
Skills and Competencies
To be successful in this role, you will need to have the following skills and competencies:
- Strong communication and interpersonal skills.
- Ability to work in a team environment and build strong relationships with colleagues and customers.
- Strong analytical and problem-solving skills, with the ability to analyze data and make informed decisions.
- Ability to prioritize multiple tasks and projects and work in a fast-paced environment.
- Strong customer focus and ability to deliver exceptional customer service.
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our employees. As a Customer Success Manager, you will have the opportunity to:
- Develop your skills and knowledge in customer success and account management.
- Work with a talented and experienced team of professionals.
- Contribute to the growth and success of our business.
- Participate in training and development programs to enhance your skills and knowledge.
- Take on new challenges and responsibilities as you grow and develop in your role.
Work Environment and Company Culture
At blithequark, we value our employees and strive to create a positive and supportive work environment. We offer:
- A dynamic and collaborative work environment.
- A talented and experienced team of professionals.
- Opportunities for growth and development.
- A comprehensive benefits package, including medical cover, pension scheme, and life insurance.
- A flexible and remote work policy, with the opportunity to work from home or from our offices in London or Leeds.
Compensation, Perks, and Benefits
We offer a competitive salary range of £26,208 - £38,400 + 30% OTE, depending on experience. Our benefits package includes:
- Wellbeing: Dedicated support and medical cover to keep you healthy.
- Work Away Scheme: Work from anywhere for up to 90 days in any 12-month period.
- Hybrid Working: Our hybrid model offers flexibility, with in-office days determined by your team.
- Equity: All permanently employed employees get equity to share in our success.
- Parental leave: Tailored leave to support your life's great adventure.
- Time Off: Generous holidays, 3 volunteer days, and 4 wellness days annually.
Conclusion
If you're a motivated and experienced Customer Success Manager looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. With our commitment to customer satisfaction, innovation, and employee growth and development, we offer a dynamic and supportive work environment that will help you achieve your career goals. Don't miss out on this opportunity to join our team and contribute to the success of our business. Apply now to become a part of our talented and experienced team of professionals!
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