Experienced Full Stack VP of Global Scaled Customer Success – Web & Cloud Application Development for SMB/Commercial Accounts
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 (Apply for this job