Experienced Head of Customer Success – Leading Remote Customer Success Team for Scaled SMB and Enterprise Accounts in Digital Signage Industry at blithequark

Introduction to blithequark

Imagine being part of a forward-thinking team that has been at the forefront of making digital signage easy for organizations worldwide since 1992. At blithequark, we pride ourselves on our easy-to-use software, hundreds of professionally designed templates, and exceptional customer service, allowing organizations to be up and running in minutes. As a leader in the digital signage industry, we are committed to rewarding talent and fostering a supportive environment where our team members can thrive. We are now seeking an experienced Head of Customer Success to join our team and drive our gross revenue retention by helping existing customers achieve better results from their digital signage.

Job Overview

The Head of Customer Success will play a pivotal role in leading our customer success team to execute our revenue strategy and achieve our gross revenue retention goals. Reporting to the Chief Revenue Officer, this position requires a strong and diverse skillset, including experience in customer-facing roles, people management, and a deep understanding of customer success processes. The ideal candidate will be responsible for owning our customer success processes, supporting our sales team, creating automation to scale our operations, and becoming a product expert on blithequark's digital signage solutions.

Key Responsibilities

• Own and develop 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 customers get results from blithequark's digital signage solutions.
• Support the sales team by identifying expansion opportunities and providing customer insights to the marketing team to drive campaigns.
• Create automation to help the customer success team scale and manage large books of business, touching all SMB accounts.
• Become a product expert on blithequark's digital signage solutions, understanding our message, and how to position and sell our products.
• Regularly engage with customers to maintain a deep understanding of key customer segments, the problems they face, and the value they get from blithequark's digital signage solutions.
• Ensure all related activity is diligently logged in the CRM, providing a clear history of customer interactions.
• Coach and lead 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.
• 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 aggregated data.

Essential Qualifications

• 5+ years of experience in customer-facing roles, with multiple years of people management experience.
• Proven track record of managing a high volume of accounts, with experience across a range of annual contract values.
• High standards for work, with the ability to get tasks done quickly and meet deadlines.
• Strong analytical skills, with the ability to work with spreadsheets and understand SaaS metrics, including NRR and GRR.
• Expertise in HubSpot, our CRM, customer success system, marketing automation tool, and more.
• Excellent communication skills, with the ability to talk to customers and understand their problems and needs.

Preferred Qualifications

• Experience working with channel/resellers.
• Knowledge of the digital signage industry and blithequark's products and services.
• Experience with automation tools and processes to scale customer success operations.

Career Growth and Learning Benefits

At blithequark, we are committed to the growth and development of our team members. As a Head of Customer Success, you will have the opportunity to lead a team, develop your skills, and take on new challenges. You will also have access to a range of learning and development resources, including a $2000 budget for learning and development, to help you achieve your career goals.

Work Environment and Company Culture

At blithequark, we pride ourselves on our supportive and forward-thinking team environment. We believe in rewarding talent, fostering a culture of trust, candor, transparency, growth, learning, empowerment, performance, and accountability. Our team is passionate about making digital signage easy for organizations worldwide, and we are committed to delivering exceptional customer service. As a remote team, we offer the freedom and flexibility to work from anywhere, with the opportunity to travel 5-10% of the time to company meetings and customer sites.

Compensation, Perks, and Benefits

The total rewards package for this role includes a competitive salary of $125K Base Salary + $50K Variable, as well as a range of perks and benefits, including:

• 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)

Conclusion

If you are a motivated and experienced customer success professional looking for a new challenge, we encourage you to apply for this exciting opportunity to join our team at blithequark. As a Head of Customer Success, you will play a critical role in driving our gross revenue retention and helping our customers achieve better results from their digital signage. With a competitive salary, range of perks and benefits, and opportunities for career growth and development, this is a fantastic opportunity to grow your career and be part of a forward-thinking team. Apply today to join our team and take the next step in your career!