Experienced Full Stack Customer Success Manager – Retail Security and Loss Prevention

At blithequark, we're on a mission to revolutionize loss prevention in the retail industry. Our cutting-edge visual AI and manual reviewer technology helps retailers detect theft in over 15,000 markets across the United States, making a significant impact on the lives of businesses and consumers alike. As a rapidly growing, fully remote team, we're excited to invite top talent worldwide to join us in reshaping the future of retail security. **About the Role** We're seeking a data-driven Customer Success Manager to lead our key account relationships, manage a growing customer success team, and drive measurable business outcomes. In this pivotal role, you'll be responsible for defining and executing our customer success strategy, focusing on retention, expansion, and delivering exceptional value to our mid-level and enterprise retail clients. You'll serve as the central hub connecting multiple departments while relentlessly pursuing KPIs that demonstrate ROI for our clients and identify growth opportunities. **Responsibilities** - Lead, mentor, and develop a team of Customer Success Managers to achieve defined KPIs and metrics - Own key performance indicators including retention rate, expansion revenue, and customer satisfaction scores - Personally manage 3-5 strategic enterprise accounts (approximately 50% of your time) - Develop data-driven account strategies to maximize client ROI and identify growth opportunities - Conduct quarterly business reviews that clearly demonstrate value and quantify success metrics - Serve as the central liaison between clients and internal teams (Product, Engineering, Sales, Implementation) - Create and track comprehensive customer health metrics that predict retention risk - Proactively identify and execute expansion opportunities through data analysis - Implement early warning systems to identify at-risk accounts before they become problematic - Champion the voice of the customer by communicating enhancement requests to product teams - Work closely with Sales on account expansion strategies and renewals **Requirements** - 4+ years of proven Customer Success experience, with 3+ years in Mid Level or Enterprise Customer Success - At least 1 year managing customer success teams and developing team members - Demonstrated ability to define, track, and achieve customer success metrics and KPIs - Exceptional analytical skills with experience using data to drive strategic decisions - Strong business acumen with the ability to understand and communicate client ROI - Excellence in problem-solving, strategic thinking, and proactive customer engagement - Proven track record of meeting or exceeding retention and expansion targets - Bachelor's degree in Business, Marketing, or related field - Strong communication skills and ability to work effectively in a hybrid environment **Nice to Have** - Experience in loss prevention, retail technology, or SaaS industries - Previous experience managing key accounts or strategic partnerships - Proficiency with CRM platforms, BI tools, and customer success software - Background in implementing customer success programs from the ground up **Why Join blithequark?** - Competitive compensation package: $55-$70K base salary plus performance-based incentives with OTE of $110K - Career advancement opportunities in a rapidly growing organization - Flexible work arrangement balancing office collaboration with remote work with some opportunity to travel - Be part of a mission-driven team reshaping retail security with cutting-edge AI technology **Work Environment and Company Culture** At blithequark, we value collaboration, innovation, and customer-centricity. Our fully remote team is spread across the globe, and we're committed to creating a culture that's inclusive, supportive, and fun. We believe in empowering our employees to take ownership of their work, provide opportunities for growth and development, and celebrate our successes together. **Learning and Development Opportunities** We're committed to helping our employees grow and develop their skills and knowledge. We offer a range of training programs, workshops, and conferences to help you stay up-to-date with the latest industry trends and best practices. You'll also have access to our internal mentorship program, where you can connect with experienced professionals who can guide and support you in your career. **Compensation and Benefits** We offer a competitive compensation package, including a base salary, performance-based incentives, and opportunities for career advancement. We also provide a range of benefits, including health insurance, retirement plans, and paid time off. Our flexible work arrangement allows you to balance office collaboration with remote work, and we offer some opportunity to travel. **How to Apply** Ready to revolutionize retail security and drive customer success for some of our biggest clients? Apply at: Apply for this job