Job Description
Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced, dynamic environments where innovation and growth are the norm? If so, we invite you to join blithequark, a pioneering company at the forefront of identity security, as our Vice President of Global Scaled Customer Success for SMB/Commercial Accounts. At blithequark, we're revolutionizing the way organizations protect and empower their digital assets. Our AI-powered identity platform is trusted by the world's leading brands, Fortune 500 companies, and government institutions to safeguard their digital assets, drive operational efficiency, and reduce compliance costs. As a key member of our team, you'll play a critical role in shaping the future of customer success and driving business growth. **About the Role** As our Vice President of Global Scaled Customer Success for SMB/Commercial Accounts, you'll lead the development and implementation of scalable, digital-first programs that combine automation, personalization, and data-driven insights to deliver value-rich customer experiences. Your primary focus will be on commercial accounts under $150,000 ARR, driving retention, growth, and advocacy across SMBs globally. **Key Responsibilities** * Develop and implement the vision and strategy for blithequark's commercial accounts segment (under $150,000 ARR), with a focus on digital-first, scalable programs. * Define and track KPIs such as gross/net revenue retention (GRR/NRR), churn reduction, adoption, and customer satisfaction (CSAT/NPS) specific to this segment. * Design and lead scalable Customer Success programs for high-volume SMB and commercial accounts under $150,000, covering onboarding, product adoption, renewals, and expansion. * Build and manage scalable customer playbooks within Gainsight, leveraging automation, workflows, and tech-touch journeys (email campaigns, in-app engagement, playbooks). * Continuously improve digital engagement strategies through A/B testing, customer feedback, and analytics. * Build, mentor, and scale a high-performing team of CSMs specializing in large volumes of lower-revenue commercial accounts (<$150K). * Create repeatable onboarding processes for new hires and provide scalable enablement assets, knowledge bases, and self-service resources to accelerate customer value. * Analyze customer data and segmentation to identify health risks, churn indicators, and expansion opportunities across the sub-$150K commercial customer base, and proactively address them at scale. * Act as an internal Gainsight expert, providing best practices on workflows, health scores, programs, and data integrations. * Partner with Product, Marketing, and Support to deliver integrated, consistent customer communications and experiences for commercial accounts under $150,000. **What You Bring** * 10+ years of experience in Customer Success or Customer Experience roles at a SaaS company, with a strong focus on SMB and mid-market customer engagement. * Demonstrated success leading scaled Customer Success teams for commercial accounts under $150,000 ARR, ideally within a Cybersecurity or SaaS environment. * Proven expertise with high-volume, digital-first, scaled CS models, including hands-on design, implementation, and operation of tech-touch programs. * Deep experience using Gainsight (Journey Orchestrator, Playbooks, Health Scores, Reporting) to optimize customer journeys and scale outcomes. * Strong analytical mindset with the ability to leverage customer data and segmentation to drive proactive engagement, adoption, retention, and expansion. * Track record of delivering measurable impact through scalable programs that improve adoption, reduce churn, and increase NRR/GRR. * Exceptional cross-functional collaborator, able to partner effectively with Product, Marketing, and Support to deliver consistent, integrated customer experiences. * Excellent written and verbal communication skills; capable of creating compelling digital content, campaigns, and customer communications at scale. **Preferred Experience** * Familiarity with complementary tools such as Pendo, Intercom, Zapier, or Salesforce. * Background in customer marketing, enablement, or digital experience design. **Additional Details** * Preferred location: El Segundo, CA, with flexibility for exceptional remote candidates. * Occasional travel required for executive customer meetings, global leadership sessions, and in-person collaboration. **Benefits** * Medical, Dental, Vision, Life Insurance * 401K * Unlimited PTO * Sick Time * Holiday Parties * Daily Catered Lunches * Employee Recognition Programs * Team Socials **Additional Information** * You may also be eligible to participate in a blithequark discretionary bonus plan, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance. * If required for this role, you will: + Complete security & privacy literacy and awareness training during onboarding and annually thereafter + Review (initially and annually thereafter), understand, and adhere to Information Security/Privacy Policies and Procedures such as (but not limited to): - Data Classification, Retention & Handling Policy - Incident Response Policy/Procedures - Business Continuity/Disaster Recovery Policy/Procedures - Mobile Device Policy - Account Management Policy - Access Control Policy - Personnel Security Policy - Privacy Policy **Why Join blithequark?** * Experience tremendous growth and learning opportunities through challenging yet rewarding work which directly impacts our customers. * Enjoy a welcoming and positive work environment. * Be part of a high-growth, Platform as a Service company focused on Identity Authority to power and protect the world at work. * Join a team that values diversity, equity, and inclusion, and is committed to creating a workplace where everyone feels valued and respected. If you're a seasoned leader with a passion for delivering exceptional customer experiences, we invite you to join our team at blithequark. Apply now to become our Vice President of Global Scaled Customer Success for SMB/Commercial Accounts and be part of our journey to revolutionize the way organizations protect and empower their digital assets. Apply for this job