**Senior Manager, Customer Intelligence & Automation – Build the Future of Customer Success at blithequark**

Are you a seasoned leader with a passion for customer success and a knack for building innovative solutions? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join blithequark as our Senior Manager, Customer Intelligence & Automation. This is a unique opportunity to create a proactive retention strategy that improves customer experience, reduces churn, and drives long-term value. **About blithequark** At blithequark, we're revolutionizing the way people learn. Our Live + AI platform combines real-time human expertise with proprietary generative-AI systems, setting a new standard for measurable academic impact at a global scale. We're a company that backs bold thinkers and doers who turn ambiguous problems into shipping code, iterate faster than markets move, and compound their advantage with every data point. **How we compete** At blithequark, we compete on five key fronts: * **AI-Native at every level**: From our CEO to day-one hires, everyone builds and ships with generative AI. If you're not wielding AI, you're not done. * **Entrepreneurial velocity**: We move at founder speed, prototype in hours, and measure in real user outcomes. Slow teams die. * **Free-market rigor**: Ideas rise or fall on merit and results – no committees, no politics, no cap on upside. * **Full-stack ownership**: You design, build, and run what you ship; accountability is a feature, not a bug. * **Reward for contribution**: Pay rises with impact, not years. Outstanding results earn outsized rewards. We evaluate both what you achieve and how you achieve it: living our leadership principles and using AI effectively are formally measured and rewarded. **Qualifications** To succeed in this role, you'll need: * 5+ years of experience in customer success, customer retention, customer journey optimization, or churn analysis / risk management, preferably in tech, SaaS, or education. * Experience building or optimizing a customer health score or proactive retention system. * Demonstrated ability to lead through influence, especially in cross-functional environments. * Strong analytical mindset with experience using data to shape strategy and measure impact. * Excellent communicator and project manager, comfortable presenting to leadership and driving alignment across teams. * Experience in a high-growth or startup environment with a bias for action. * Experience with AI-native tools that enhance productivity and speed (Cursor, Make.com, Supabase, Netlify, Claude Code, n8n, Firecrawl, ChatGPT, Grok, Bolt, Vercel, etc.) preferred. * Intellectual curiosity and the desire to teach yourself AI-native tools required. * Excited by the opportunity to build something from the ground up and grow into a leadership role. **Responsibilities** As our Senior Manager, Customer Intelligence & Automation, you'll: * Build and own the Customer intelligence and proactive support strategy and operating model from scratch, including designing the customer health score framework and playbooks for risk-based outreach. * Monitor customer usage, engagement, and support data to proactively identify at-risk accounts and intervene before cancellation decisions are made. * Establish scalable processes for onboarding, success planning, and lifecycle communications that drive adoption and satisfaction. * Serve as the voice of the customer by identifying recurring themes, product friction points, and service gaps, and presenting insights cross-functionally to drive improvements. * Collaborate cross-functionally with support, product, engineering, marketing, and sales to align on customer retention goals and deliver a seamless experience. * Use data to continuously refine and improve the customer health score to ensure it accurately reflects satisfaction and churn risk. * Define and track KPIs that measure customer health, retention, and engagement, sharing progress and insights with leadership. * In the long term, recruit, coach, and manage a high-performing Customer Success team to scale impact across our customer base. **Unleash Your Potential at blithequark** At blithequark, you'll earn your success through meritocracy and exceptional outcomes. Our benefits reward performance and initiative: * **Competitive Compensation & Advancement**: Market-leading salary paired with clear promotion pathways and equity (RSUs) – become an owner in our success. * **Retirement Made Simple**: 401(k) plan with company match and immediate vesting. * **A Remote-First Culture**: We embrace flexibility across time zones and working styles to attract top talent and meet learners where they are. * **Flexible Time Off**: Recharge on your terms, ensuring maximum productivity. * **Continuous Learning**: Access an all-inclusive learning membership for you and your household, including 1:1 tutoring hours, unlimited on-demand classes, and our full suite of learning products and services. * **Supercharge with AI**: Leverage cutting-edge AI tools to accelerate your workflow. * **You’re Covered**: Medical, dental, vision, life, STD & LTD plans plus strong maternity, paternity, and adoption leaves – numerous options for you and your family. **The Bottom Line** If you're driven by impact, energized by ownership, and excited to help shape what's next, you'll thrive here. We move fast, think big, and reward those who deliver. This isn't a traditional corporate environment – it's a place to do the most meaningful work of your career.