Head of Customer Success – Digital Signage Industry Expert

Are you a seasoned customer success leader with a passion for driving growth and delivering exceptional customer experiences? Do you thrive in a fast-paced, dynamic environment where no two days are the same? 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 software, professionally designed templates, and unparalleled customer service.With a presence in over 100 countries, we're committed to helping our customers achieve their goals through effective digital signage solutions. As a key member of our leadership team, the Head of Customer Success will play a critical role in driving our revenue strategy and achieving our gross revenue retention goals. You'll lead a high-performing team of customer success professionals, developing and executing processes that ensure our customers get the most out of their digital signage solutions.About the RoleAs the Head of Customer Success, you'll be responsible for:* Developing and implementing customer success processes for scaled SMB and higher-touch mid-market/enterprise accounts, covering health scoring, onboarding, adoption, renewals, cancellation deflection, and training. * Collaborating with our sales team to identify expansion opportunities and providing customer insights to drive marketing campaigns. * Creating automation to help your team scale and manage large books of business, ensuring seamless customer experiences.* Becoming a product expert on blithequark's digital signage solutions, understanding our message, and positioning and selling our products effectively. * Maintaining a deep understanding of our key customer segments, the problems they face, and the value they get from blithequark through regular customer interactions. * Ensuring all related activity is diligently logged in our CRM, providing transparency and visibility into customer interactions. * Coaching and developing your team, reviewing call recordings, and ensuring they work according to our standards.* Leading by example to create and maintain a culture of trust, candor, transparency, growth, learning, empowerment, performance, and accountability. * Ensuring each team member has clear visibility on metrics and their respective critical numbers, enabling them to quantitatively account for their day, week, month, quarter, and year. * Traveling 5-10% of the time to company meetings and customer sites to strengthen relationships and train Customer Success Representatives. * Predictably forecasting Gross Revenue Retention and continuously validating and improving our tactics and processes by analyzing the data we aggregate.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, with 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 like NRR and GRR.* Expertise in HubSpot, our CRM, customer success system, marketing automation tool, and more. * A passion for talking to customers, learning about their problems, and applying that knowledge to drive growth and deliver exceptional experiences. * Bonus points for experience working with the channel/resellers. What We OfferAs a valued member of our team, you'll enjoy:* A competitive base salary of $125K, with an additional $50K variable component. * Comprehensive health and dental benefits. * RRSP/401K matching up to 5%.* A 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). Our CultureAt blithequark, we're proud to be an equal opportunity employer, committed to ethical and fair hiring processes. We strongly encourage applications from diverse backgrounds and offer accommodations for candidates taking part in all aspects of the selection process. If you're a customer success leader with a passion for driving growth and delivering exceptional customer experiences, we invite you to.and take the first step towards an exciting new chapter in your career!