Director of Customer Success – Strategic Leadership for Exceptional Customer Experience and Business Growth at blithequark

Introduction to blithequark

blithequark is a pioneering force in the realm of generative AI, specifically designed for educators. With a mission to revolutionize the educational landscape, blithequark has already made significant strides, attracting over 4 million teachers worldwide to its platform in just over a year and a half. This remarkable growth is a testament to the company's commitment to real social impact. As a leader in the EdTech industry, blithequark is dedicated to harnessing the power of AI to enhance learning experiences, making it an exciting time to join the team.

About the Role

The Director of Customer Success at blithequark plays a pivotal role in driving customer retention, expansion, and satisfaction within a fast-paced EdTech SaaS environment. This senior leadership position requires a unique blend of operational rigor, data-driven decision-making, and strategic vision. Initially, the role involves leading an individual contributor team, with the potential to evolve into managing managers as the team scales. The ideal candidate will bring a deep understanding of customer success principles, a proven track record of team management, and the ability to drive scalable solutions.

Key Responsibilities

• Run the Business: Own customer success metrics and dashboards in Salesforce, leveraging data to inform strategic decisions and drive business outcomes.
• Manage the Team: Conduct regular 1:1s, team meetings, and performance reviews, fostering a high-performing team culture and holding individuals accountable for key expectations.
• Cross-Functional Leadership: Collaborate closely with Sales, Product, and other departments to ensure a seamless customer journey and strategic alignment across teams.
• Talent Development & Hiring: Recruit, onboard, and develop top talent, addressing underperformance promptly to maintain a high-caliber team.
• Invest in Self-Growth: Continuously develop leadership skills, address personal growth areas, and stay abreast of industry trends in customer success to drive innovation and excellence.

Essential Qualifications, Competencies, and Skills

To excel in this role, candidates should possess:

• Data-Driven Leadership: The ability to build, interpret, and leverage Salesforce dashboards to drive business decisions and team performance.
• People & Performance Management: A strong track record of setting clear expectations, holding teams accountable, and motivating high performers.
• Cross-Functional Collaboration: Proven ability to coordinate across customer success managers and Sales leadership to align customer success with business goals.
• Hiring & Talent Development: Experience in identifying, hiring, and retaining top talent while addressing performance issues quickly and effectively.
• Strategic Thinking & Execution: The ability to implement scalable customer success playbooks and frameworks based on prior SaaS experience.

Experience Requirements

• 10+ years in Customer Success within a tech SaaS environment.
• 5+ years of experience managing CS teams, including hiring and performance management.
• Strong Salesforce experience, particularly in dashboard management.
• Demonstrated ability to run customer success operations at scale.

Nice to Have

• Experience in EdTech or working with education institutions.
• Prior experience transitioning from managing individual contributors to managing managers.
• Familiarity with customer success platforms (Gainsight, ChurnZero, Totango, etc.).

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our team members. As a Director of Customer Success, you will have the opportunity to:

• Develop and refine your leadership skills through mentorship and training programs.
• Stay at the forefront of industry trends and best practices in customer success.
• Contribute to the development of innovative solutions that impact the educational sector.
• Collaborate with a talented and passionate team dedicated to making a difference.

Work Environment and Company Culture

blithequark prides itself on a culture that values:

• Educators are Magic: Empowering educators and recognizing their central role in the educational process.
• Joy and Magic: Bringing joy and innovation into every learning experience.
• Community: Fostering a supportive community that listens and serves the needs of its members.
• Innovation: Driving change and innovation in education through the responsible use of AI.
• Responsibility: Prioritizing responsibility and safety in the development and implementation of AI solutions.
• Diversity: Celebrating diversity of thought, perspectives, and backgrounds to better serve a global audience.
• Excellence: Striving for the highest quality in everything we do.

Compensation, Perks, and Benefits

blithequark offers a competitive compensation package, including generous benefits such as unlimited PTO, 100% employer-covered health insurance, a wellness stipend, a 401(k) match, and vision/dental insurance. We believe in taking care of our team members so they can focus on making a meaningful impact.

Conclusion

If you are a motivated and experienced customer success leader looking to make a real difference in the educational sector, we invite you to apply for the Director of Customer Success role at blithequark. This is an extraordinary opportunity to join a fast-growing company that is pushing the boundaries of what is possible with AI in education. Don't miss the chance to be part of a team that is dedicated to excellence, innovation, and social impact. Apply now and become a part of the blithequark family.