Introduction to blithequark
Since 1992, blithequark has been at the forefront of making digital signage easy for organizations worldwide. With a presence in over 100 countries, our easy-to-use software, hundreds of professionally designed templates, and exceptional customer service have enabled organizations to be up and running in minutes. As a leader in the digital signage industry, blithequark is committed to helping its customers achieve their goals through innovative solutions and outstanding support.
Job Overview
blithequark is currently seeking an experienced and strategic Head of Customer Success to join our team. As a key member of our leadership team, you will be responsible for leading our customer success team in executing our revenue strategy to achieve our gross revenue retention goals. This is a unique opportunity to make a significant impact on our business and help drive growth and success for our customers.
Mission of the Head of Customer Success
Reporting to the Chief Revenue Officer, the Head of Customer Success will be accountable for leading the customer success team to deliver exceptional results and drive revenue growth. Your mission will be to develop and execute a customer success strategy that ensures our customers achieve their desired outcomes and maximizes our gross revenue retention.
Key Responsibilities
- Own and develop our customer success processes for scaled SMB and higher-touch mid-market/enterprise accounts, covering health scoring, onboarding, adoption, renewals, cancellation deflection, and training to ensure our customers get results.
- Collaborate with our sales team to identify expansion opportunities and provide customer insights to the marketing team to drive campaigns.
- Design and implement automation to help your team scale and manage large books of business and touch all of our SMB accounts.
- Become a product expert on blithequark, understanding our message, and how to position and sell blithequark.
- Engage with customers regularly to maintain a deep understanding of our key customer segments, the problems they face, and the value they get from blithequark.
- Ensure all related activity is diligently logged in the CRM, providing a clear history of customer interactions.
- Coach and develop the customer success team, reviewing call recordings and ensuring the team works according to our standards.
- Lead by example to create and maintain a culture of trust, candor, transparency, growth, learning, empowerment, performance, and accountability.
- Ensure each team member has clear visibility on metrics and their respective critical numbers, enabling them to quantitatively account for their day, week, month, quarter, and year.
- Travel 5-10% of the time to company meetings and customer sites to strengthen relationships with key customers and train Customer Success Representatives.
- Predictably forecast Gross Revenue Retention and continuously validate and improve our tactics and processes by analyzing the data we aggregate.
Requirements and Qualifications
To be successful in this role, you will have:
- 5+ years of experience in customer-facing roles and multiple years of people management experience.
- A deep understanding of what good scaled customer success looks like, with experience managing a high volume of accounts and a range of annual contract values.
- High standards for work, with the ability to get tasks done quickly, meet deadlines, and appreciate the power of constraint.
- Strong analytical skills, with the ability to work with spreadsheets and understand SaaS metrics, including NRR and GRR.
- Experience with HubSpot, our CRM, customer success system, marketing automation tool, and more.
- A positive and practical approach, with a willingness to roll up your sleeves and see imperfect situations as opportunities.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
Preferred Qualifications
- Experience working with the channel/resellers.
- A strong understanding of the digital signage industry and its trends.
- Experience with customer success platforms and tools, such as Gainsight.
What We Offer
At blithequark, we offer a competitive total compensation package, including:
- $125K Base Salary + $50K Variable.
- Health & Dental Benefits.
- RRSP/401K Matching up to 5%.
- Group Profit Sharing Program.
- Health Spending/Wellness Spending ($500).
- $2000 for Learning & Development.
- 20 days of Vacation (pro-rated based on your start date in your first year).
Our Culture and Values
At blithequark, we are proud to be an equal opportunity employer, committed to ethical and fair hiring practices. We strongly encourage applications from diverse backgrounds and are dedicated to creating a culture of trust, candor, transparency, growth, learning, empowerment, performance, and accountability.
How to Apply
If you are a motivated and experienced customer success leader looking to make a significant impact, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to be considered for this role.
Conclusion
Join blithequark as our Head of Customer Success and be part of a dynamic team that is shaping the future of digital signage. With a strong focus on customer success, revenue growth, and innovation, this is an exciting opportunity to make a real difference and drive business results. Apply now to take the next step in your career and be part of a company that values its employees, customers, and community.
Apply Now