Head of Customer Success – Digital Signage Expertise (Fully Remote Position)

Are you a seasoned customer success leader with a passion for driving growth and retention in the digital signage industry? Do you have a proven track record of scaling customer success teams and developing high-performing teams that deliver exceptional results? If so, we invite you to join blithequark, a leading provider of digital signage solutions, as our Head of Customer Success. Since 1992, blithequark has been revolutionizing the way organizations communicate with their audiences through easy-to-use digital signage software, professionally designed templates, and exceptional customer service.With a presence in over 100 countries, we're committed to helping our customers achieve their goals and exceed their expectations. As our Head of Customer Success, you'll play a critical role in driving our revenue strategy and achieving our gross revenue retention goals. You'll lead a team of customer success professionals in executing our customer success processes, ensuring our customers get the most out of their digital signage solutions. Your expertise will be instrumental in identifying expansion opportunities for our sales team, providing customer insights to our marketing team, and developing automation to help your team scale and manage large books of business.Mission of the Head of Customer SuccessReporting to the Chief Revenue Officer, you'll be accountable for leading the customer success team in its execution of our revenue strategy to achieve our gross revenue retention goals. Your mission will be to:* Own our 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 our customers get results. * Support our sales team by identifying expansion opportunities for them and provide customer insights to the marketing team to drive campaigns.* Create automation to help your team scale and manage large books of business and touch all of our SMB accounts. * Become a product expert on blithequark's digital signage solutions, understand our message, and how to position and sell our solutions. * Talk to customers every week to maintain a deep understanding of our key customer segments, the problems they face, and the value they get from blithequark's solutions. * Ensure all related activity is diligently logged in our CRM. Anyone can look at a customer's account and easily know the history within one business day of the last activity.* Coach the customer success team, review call recordings in Jiminny, and ensure 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. * Ensure each of your team members knows their quarterly targets and has clear visibility on metrics and their respective critical numbers so they can quantitatively account for their day, week, month, quarter, and year. * 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 the data we aggregate. Role RequirementsTo succeed in this role, you'll need:* 5+ years of experience in customer-facing roles and multiple years of people management experience. * A deep understanding of what good scaled customer success looks like, including experience managing a high volume of accounts and a range of annual contract values. * High standards for work, a love of deadlines, and a commitment to continuous learning.* Proficiency in spreadsheets, including the ability to use vlookup and understand SaaS metrics such as NRR and GRR. * Expertise in HubSpot, our CRM, customer success system, marketing automation tool, and more. * A passion for talking to customers and learning about their problems and how blithequark's solutions can help them. * Bonus points for experience working with the channel/resellers. TotalCompensationAs our Head of Customer Success, you'll enjoy a total compensation package that includes:* A base salary of $125,000 per year, with an additional $50,000 in variable compensation.* Health and dental benefits. * RRSP/401K matching up to 5%. * A group profit-sharing program. * Health spending and wellness spending of $500. * $2,000 for learning and development. * 20 days of vacation (pro-rated based on your start date in your first year). Work Environment and CultureAt blithequark, we're proud to be an equal opportunity employer. We practice ethical and fair hiring processes and strongly encourage applications from diverse backgrounds. Accommodations are available on request for candidates taking part in all aspects of the selection process.Our company culture is built on trust, candor, transparency, growth, learning, empowerment, performance, and accountability. We're a team of passionate individuals who are dedicated to delivering exceptional results and making a meaningful impact in the digital signage industry. If you're a motivated and experienced customer success leader who is passionate about driving growth and retention in the digital signage industry, we invite you to at blithequark. to become our Head of Customer Success and help us achieve our revenue strategy and gross revenue retention goals.To apply for this exciting opportunity, please visit our website and through our online portal. We can't wait to hear from you!