Experienced Customer Success Manager – Higher Education, North America at blithequark

Are you a driven and customer-centric professional with a passion for delivering exceptional experiences in the higher education sector? Do you thrive in a fast-paced, execution-centric environment where you can make a meaningful impact? If so, we invite you to join blithequark as an Experienced Customer Success Manager – Higher Education, North America.

About blithequark

blithequark is a leading provider of innovative solutions to the global higher education, K-12, corporate, and government industries. Our cloud-based platform empowers instructors, students, and administrators to create, edit, share, and manage all types of video content, as well as live stream video in real time. We support a diverse range of teaching and learning modalities, promoting active learning and providing real-time assessments to ensure student success.

Our DNA

At blithequark, we're driven by a shared mission to enable inspired learning that changes people's lives. We're a collaborative team that values innovation, velocity, and customer satisfaction. We're looking for individuals who share our passion for delivering breakthrough solutions and are empowered to make a difference.

Job Summary

As an Experienced Customer Success Manager – Higher Education, North America, you will lead account, relationship management, and renewals for blithequark's higher education customers in North America. You will work closely with colleagues in sales and marketing to drive adoption, retention, expansion, and overall customer success. Your primary focus will be on adoption and renewal of the blithequark product portfolio (Echosystem) as the key driver of customer satisfaction and retention.

Key Responsibilities

* Actively promote new product offerings and features to accelerate adoption and drive usage growth

• Manage and renew existing account relationships, maintaining a high level of customer satisfaction and driving referential opportunities for other accounts in the North America region
• Analyze client data and usage patterns to identify opportunities for enhancing product use, identifying risk, and driving engagement with the customer
• Drive relationships at all levels of the customer organization, driving partnerships from the top/down and bottom up
• Provide strategic guidance to clients, recommending best practices and suggesting optimizations to align with their objectives
• Collaborate with clients to create customized success plans that align with their institution's educational goals
• Develop an in-depth understanding of blithequark products, features, capabilities, use cases, workflows, and benefits
• Stay up to date with product updates and developments to effectively communicate the Echosystem's value to clients
• Conduct product demonstrations and showcase how the platform can address specific educational challenges
• Partner with product and engineering teams to identify areas for product improvement and include customers in ongoing product user group and beta offerings

Data Analysis and Reporting

* Analyze user data and generate actionable insights to inform health/risk vectors for customers in your portfolio

• Create and deliver regular performance reports to clients, highlighting key metrics and demonstrating the impact of the platform on their educational initiatives
• Conduct quarterly business reviews of key metrics, including usage, support tickets, trend analysis, strategic alignment, and goal setting

Requirements

* Bachelor's degree (preferred), graduate degree (a plus)

• A minimum of 5 years related professional experience in consultative sales or account management or customer success
• Experience with Cloud/SaaS Applications
• Academic technology, eLearning, or instructional design (a plus)
• Outstanding verbal and written communications skills
• Well-organized self-starter, able to handle multiple tasks with minimal oversight
• Working knowledge of educational Learning Management Systems
• Technically savvy individual who can master and demonstrate blithequark products
• Proficiency using CRM and Customer Success tools, preferably Salesforce and Gainsight
• Strong team player who can effectively collaborate and lead activities with the overall territory team
• Willingness/availability to travel

Preferred Qualifications

* Experience working in a SaaS environment

• Familiarity with video content management and engagement solutions
• Knowledge of educational technology trends and innovations
• Experience with data analysis and reporting tools

Work Environment and Culture

* This position is FULLY REMOTE, with the ability to work from anywhere in the United States (excluding some states)

• We're a collaborative and innovative team that values work-life balance and flexibility
• We offer a comprehensive benefits package, including medical, dental, vision, life, and disability insurance, a 401(k) plan with company match, and an unlimited PTO policy

Compensation and Benefits

* The base salary range for this position is $80,000 - $100,000 annually

• Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, and experience
• We offer a comprehensive benefits package, including medical, dental, vision, life, and disability insurance, a 401(k) plan with company match, and an unlimited PTO policy

How to Apply

If you're a motivated and customer-focused professional with a passion for delivering exceptional experiences in the higher education sector, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for this role. We can't wait to hear from you! Apply for this job