Introduction to blithequark
blithequark is a pioneering force in the tech industry, renowned for its innovative AI-powered identity platform that securely manages and governs access to applications, data, and business processes for organizations worldwide. With a strong commitment to safeguarding digital assets, driving operational efficiency, and reducing compliance costs, blithequark has established itself as a leader in identity security. Our solutions empower the world's leading brands, Fortune 500 companies, and government institutions, helping them safely accelerate their deployment and usage of AI. As we continue to grow and expand our reach, we're seeking a highly skilled and experienced Vice President of Global Scaled Customer Success to join our team.
About the Role
The Vice President of Global Scaled Customer Success will play a pivotal role in leading blithequark's scaled Customer Success function for commercial accounts under $150,000 ARR, with a focus on driving retention, growth, and advocacy across small to medium-sized businesses (SMBs) globally. This role is responsible for designing and optimizing scalable, digital-first programs that combine automation, personalization, and data-driven insights to deliver value-rich customer experiences. The successful candidate will build and mentor a high-performing team of Customer Success Managers (CSMs) and champion the use of Gainsight to execute tech-touch journeys at scale.
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 key performance indicators (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.
Essential Qualifications
- 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 Qualifications
- Familiarity with complementary tools such as Pendo, Intercom, Zapier, or Salesforce.
- Background in customer marketing, enablement, or digital experience design.
Career Growth Opportunities and Learning Benefits
At blithequark, we're committed to providing our employees with opportunities for growth, learning, and development. As a Vice President of Global Scaled Customer Success, you'll have the chance to work with a talented team of professionals, develop your skills and expertise, and contribute to the company's continued success and expansion. You'll also have access to training and development programs, mentorship, and opportunities for advancement within the company.
Work Environment and Company Culture
blithequark is a dynamic and innovative company with a strong focus on collaboration, creativity, and customer satisfaction. Our work environment is fast-paced, supportive, and inclusive, with a culture that values diversity, equity, and inclusion. We believe in fostering a positive and welcoming work environment that allows our employees to thrive and grow, both personally and professionally.
Compensation, Perks, and Benefits
blithequark offers a competitive compensation package, including a salary, bonus, and benefits. Our benefits package includes medical, dental, vision, life insurance, 401K, unlimited PTO, sick time, holiday parties, daily catered lunches, employee recognition programs, and team socials. We also offer opportunities for professional growth and development, as well as a dynamic and supportive work environment.
Conclusion
If you're a motivated and experienced customer success professional looking for a new challenge, we encourage you to apply for the Vice President of Global Scaled Customer Success role at blithequark. With your skills and expertise, you'll play a critical role in driving the success of our commercial accounts segment and contributing to the company's continued growth and expansion. Don't miss this opportunity to join a dynamic and innovative company and take your career to the next level.
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