Vice President of Global Scaled Customer Success for Small to Medium-Sized Businesses and Commercial Accounts at blithequark

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. 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 (