**Experienced Global Vice President, Customer Success – Remote Leadership Opportunity in Eastern USA or Ontario, Canada**
Are you a seasoned Customer Success leader with a passion for driving growth, innovation, and customer satisfaction in a rapidly evolving digital landscape? Do you thrive in a dynamic, inclusive environment where diverse perspectives and talents are celebrated? If so, we invite you to join blithequark, a global leader in remote connectivity software, as our next Global Vice President of Customer Success.
At blithequark, we harness the potential of cutting-edge technologies such as Augmented Reality and Artificial Intelligence to push the boundaries of innovation and shape the future of digitalization. Our team of over 1,500 employees from diverse continents, cultures, and disciplines is united by a shared commitment to inclusivity, collaboration, and customer-centricity. As a key member of our leadership team, you will play a critical role in driving customer adoption, retention, expansion, and satisfaction across all customer segments and product lines.
**About the Role**
As our Global Vice President of Customer Success, you will lead a global team of Customer Success professionals, develop and implement scalable success frameworks, and collaborate cross-functionally to ensure the organization delivers measurable value to its broad customer base. This strategic and operational leadership role requires a seasoned Customer Success leader with deep SaaS experience at scale, a proven track record of driving customer retention and expansion, and expertise in customer success metrics and success planning across the customer lifecycle.
**Key Responsibilities**
* **Leadership & Strategy**: Lead and coach a global multi-region team of Customer Success Managers (CSMs), Renewals Specialists, and Customer Experience professionals, driving high performance and achieving organizational KPIs.
* **Customer Lifecycle Management & Retention**: Oversee and develop the strategy for the end-to-end customer journey post-sale, including adoption, retention, expansion, and advocacy, establishing standardized customer health scoring and lifecycle engagement models.
* **Scalable Success Frameworks**: Architect and implement data-driven programs and playbooks that are scalable across 650K customers and multiple product lines, leveraging digital tools and automation for low-touch and tech-touch segments.
* **Cross-Functional Collaboration**: Partner closely with Product, Sales, Marketing, Support, and Operations to ensure a cohesive and holistic customer experience, serving as the voice of the customer internally and driving product improvements and strategic initiatives.
* **Customer Advocacy & Community**: Serve as a key advocate for customer needs internally, partnering with Product, Sales, Marketing, and Support to close the feedback loop and influence company strategy, creating programs that amplify success stories and promote engagement.
**Requirements**
* 15+ years of experience in Customer Success, Account Management, or related functions, with at least 7 years in a global executive leadership role in a SaaS or cloud software business.
* Demonstrated success managing Customer Success functions at scale (200-$500M ARR), ideally across multiple geographies and customer segments.
* Deep understanding of managing a multi-product SaaS platform and navigating complex customer environments.
* Proven track record of driving customer retention and expansion in a B2B platform/SaaS business serving both SMB and Enterprise customers.
* Expertise in customer success metrics and success planning across the customer lifecycle.
* Experience scaling CS operations and implementing customer segmentation models in high-growth or transformation contexts.
* Strong cross-functional collaboration skills, especially with Sales, Product, and Marketing.
* Executive presence with outstanding communication and stakeholder management capabilities.
**What We Offer**
* Competitive compensation including stock-based options
* Flexible PTO and paid holidays
* 401(k) with employer matching
* Comprehensive Health insurance package including 100% employer-paid medical coverage
* Up to 12 weeks of Parental Leave
* Basic Life Insurance, Short-Term & Long-Term Disability, 100% employer-paid
* Quarterly team events and companywide celebrations
* Open door policy, no dress code rules, frequent all Hands and Leadership Lunches
* We celebrate diversity as one of our core values, join and drive one of the c-a-r-e initiatives together with us!
**Why Join blithequark?**
At blithequark, we are committed to building an inclusive culture where everyone feels welcome and supported. We C-A-R-E and understand that our diverse, values-driven culture makes us stronger. As we continue to grow as a company, we also focus on enabling our employees to grow both personally and professionally. We are proud to have an open and embracing workplace environment that will empower you to be your best no matter your gender, civil or family status, sexual orientation, religion, age, disability, education level, or race.
If you are a seasoned Customer Success leader with a passion for driving growth, innovation, and customer satisfaction, we invite you to join our dynamic team at blithequark. Apply now to become our next Global Vice President of Customer Success and help shape the future of digitalization.