Experienced Vice President of Customer Success – Scaling Global Customer Outcomes and Driving Growth in High-Touch SaaS Environments

At blithequark, we're redefining the fundraising landscape with our innovative platform, empowering non-profit organizations to raise millions of dollars each month. As a leader in the industry, we're seeking a seasoned and strategic Vice President of Customer Success to drive customer outcomes, retention, and growth across our global customer base. If you're a proven leader with a passion for delivering exceptional customer experiences, we invite you to join our mission to revolutionize the way non-profits fundraise. About Us blithequark is a pioneering fundraising platform that's changing the game for non-profit organizations. Our cutting-edge technology enhances loading speeds, boosts conversion rates, and offers diverse payment methods, making it the go-to fundraising solution for leading non-profits worldwide. With a strong focus on innovation and customer satisfaction, we're committed to creating a seamless and efficient fundraising experience for our clients. About The Role As our Vice President of Customer Success, you'll be responsible for leading and scaling our global Customer Success organization, driving customer outcomes across our enterprise, strategic, mid-market, and SMB segments. You'll establish operational excellence throughout the customer lifecycle, fostering strong cross-functional alignment with Product, Sales, Marketing, and Implementation. Your expertise will be instrumental in building and growing a high-performing team, ensuring retention, growth, and long-term value for our customers. Key Responsibilities * Lead, mentor, and grow a high-performing global Customer Success team, fostering a culture of excellence, accountability, and customer centricity. * Own customer health and retention, proactively identifying risks and driving team performance through KPIs and OKRs, ensuring high retention and NRR. * Build and scale processes for seamless onboarding, retention, and growth, enforcing operational rigor in follow-ups, internal communications, and handoffs. * Guide CSMs in delivering effective QBRs, success plans, and executive engagement, while enabling them to articulate ROI and influence stakeholders. * Partner with Sales and Product to identify and drive upsell and cross-sell opportunities, guiding value selling strategies to expand relationships in existing enterprise accounts. * Champion customer needs, serve as the point of escalation, and ensure seamless collaboration with international teams (including Eastern Europe), as well as Chief Customer Officer, Implementation, Marketing, Sales, and Product. * Ensure strong customer access for Product to gather feedback for roadmap prioritization, representing the voice of the customer in leadership forums. * Leverage data and insights to improve lifecycle engagement, drive product adoption, and foster customer advocacy, developing scalable playbooks and CS frameworks with international teams. Skills and Qualifications * 12+ years of experience in B2B or B2B2C SaaS Customer Success, including 7+ years in CS leadership roles * Experience managing large global teams (LATAM is a plus), and collaborating with international product and support teams (Eastern Europe is a plus) * Proven track record scaling Customer Success functions and delivering high Retention and NRR in high-growth SaaS environments * Deep understanding of customer lifecycle management, account and success planning, and enterprise engagement * Strong executive presence with the ability to influence and build trust with C-level stakeholders * Experience working with CRMs, digital marketing tools, Google Analytics, and integration platforms * Bonus: Experience working with or supporting nonprofits Benefits * Health, Dental, and Vision insurance covered at 100% for employees, 80% for employee plus dependents, and 70% for employees plus family. * FSA Spending Account. * Remote or Hybrid work. Our teams are spread globally. * 15 days of vacation, 7 company holidays plus an additional 3 floating holidays and 5 sick days. * 401(k) plan with company match. * 100% Company-paid short-term disability, long-term disability, basic life insurance and AD&D. * Paid parental leave (12/6 weeks). Why Join Us? At blithequark, we're committed to creating a work environment that's inclusive, supportive, and empowering. We believe in the importance of work-life balance, offering flexible remote work options and a comprehensive benefits package. Our team is passionate about making a difference in the non-profit sector, and we're looking for like-minded individuals to join our mission. If you're a seasoned leader with a passion for delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications. We can't wait to hear from you! Note: All official correspondence from blithequark will exclusively originate from the @blithequark.com domain. Exercise caution and ensure the authenticity of emails claiming to be from our company.