**Experienced Customer Success Manager – Accessibility Solutions and Software Adoption**

At blithequark, we're dedicated to empowering individuals with disabilities by providing innovative accessibility solutions that break down barriers and unlock opportunities. As a Customer Success Manager, you'll play a pivotal role in driving product adoption, customer retention, and long-term value for our portfolio of customers. If you're passionate about delivering exceptional customer experiences, reinforcing brand loyalty, and scaling within a rapidly growing business, we invite you to join our team. **About blithequark** blithequark is a leading provider of accessibility solutions, committed to making technology more inclusive and accessible for everyone. Our mission is to empower individuals with disabilities by providing innovative solutions that break down barriers and unlock opportunities. We're a rapidly growing company with a passion for delivering exceptional customer experiences and reinforcing brand loyalty. **Key Responsibilities** As a Customer Success Manager at blithequark, you'll be responsible for driving product adoption and engagement, customer retention, and long-term value for your portfolio of customers. Your key responsibilities will include: * Building strong and positive relationships with customers, helping them define a long-term accessibility roadmap, and clearly demonstrating the ongoing benefits of our software products and services. * Developing and executing strategies to drive continued use of our software and services products, establishing adoption and engagement plans to measure success against targets, and exposing customer expansion opportunities and churn risks. * Working with the Onboarding, Enterprise Support, Accessibility Services, and Product teams to resolve issues that are barriers to adoption and engagement, providing answers to advanced product questions, and regularly contributing to product improvement efforts. * Recommending training plans considering numerous customer needs and feedback, providing training or engaging other resources as needed, and pre-emptively spotting patterns to improve the organizational usage, engagement, and adoption of our Platform. * Engaging with our product and engineering teams to translate customer feedback into product requirements for future roadmap releases. * Actively monitoring the progress of customer engagements to ensure accessibility goals and milestones are on track and aligned with customer needs, acting as the main point of contact for issues, and informing the team of stakeholders. * Providing guidance and recommendations to clients in order to increase accessibility program maturity, process change, business transformation, and culture change to ensure adoption and retention. **KPIs** Your success will be measured by the following Key Performance Indicators (KPIs): * Gross Retention (dollars and logos) * Software Adoption and Engagement - Product Utilization * Customer Satisfaction (CSAT)/NPS * Accessibility Maturity – demonstrable progress over time for your customers in achieving their goals and milestones **Qualifications** To be successful in this role, you'll need: * Minimum 5 years of experience in a Customer Success Manager or Account Manager role in a software or SaaS organization * Metrics-driven, analytical, and process-oriented attitude with the ability to prioritize focus across a large portfolio of large brands and customers * Shown ability to build and maintain positive relationships with a diverse set of internal and external stakeholders ranging from technical resources to senior-level executives * Willingness to partner with peers in Sales and Account Management to retain and grow accounts * Good understanding of value drivers in annual recurring revenue (ARR) and SaaS business models * Experience with Microsoft Office 365 software suite, or equivalent collaboration software * Experience with Gainsight, Salesforce, or other similar CRM systems to manage your customer portfolio **Nice to Have** While not required, the following skills and experience would be beneficial: * Knowledge of regulations related to digital accessibility (e.g. Section 508, ADA) * Knowledge of WCAG 2.1 AA requirements * Experience with design and development accessibility best practices * Experience with web-based technologies including HTML, CSS, JavaScript, and PDF * Familiarity with software development lifecycle, systems integration processes, and electronic document creation and publishing processes * Experience working with assistive technologies and work in digital accessibility **What We Offer** As a Customer Success Manager at blithequark, you'll enjoy a competitive benefits package, including bonus opportunities and unlimited vacation/FTO. Salary is commensurate with experience. We're committed to workforce diversity and are an equal opportunity employer. **Application Process** If you're passionate about delivering exceptional customer experiences and reinforcing brand loyalty, we invite you to submit your cover letter and resume for immediate consideration. Join our team and be part of a rapidly growing company that's making a difference in the lives of individuals with disabilities. **Work Environment and Company Culture** At blithequark, we're committed to creating a work environment that's inclusive, diverse, and supportive. Our company culture is built on the principles of collaboration, innovation, and customer-centricity. We're passionate about delivering exceptional customer experiences and reinforcing brand loyalty. **Career Growth Opportunities and Learning Benefits** As a Customer Success Manager at blithequark, you'll have opportunities to grow and develop your skills and career. We offer a range of training and development programs, including: * Regular training sessions and workshops on customer success, sales, and marketing * Opportunities to work with cross-functional teams, including product, engineering, and marketing * Access to industry-leading tools and technologies * A culture of innovation and experimentation, where you can try new approaches and learn from your mistakes **Compensation, Perks, and Benefits** As a Customer Success Manager at blithequark, you'll enjoy a competitive salary and benefits package, including: * Competitive salary commensurate with experience * Bonus opportunities based on individual and team performance * Unlimited vacation/FTO * Comprehensive health insurance * 401(k) matching program * Access to industry-leading tools and technologies * A culture of innovation and experimentation, where you can try new approaches and learn from your mistakes **Conclusion** If you're passionate about delivering exceptional customer experiences and reinforcing brand loyalty, we invite you to join our team as a Customer Success Manager. At blithequark, we're committed to creating a work environment that's inclusive, diverse, and supportive. We're passionate about delivering exceptional customer experiences and reinforcing brand loyalty. Join us and be part of a rapidly growing company that's making a difference in the lives of individuals with disabilities.