**Head of Customer Success – Driving Revenue Growth and Customer Delight at blithequark**

Are you a seasoned customer success leader with a passion for driving revenue growth and customer satisfaction? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? Look no further than this exciting opportunity to join blithequark as our Head of Customer Success. **About blithequark** Since 1992, blithequark has been revolutionizing the digital signage industry with its easy-to-use software, 100s of professionally designed templates, and unparalleled customer service. With a presence in over 100 countries, blithequark has established itself as a trusted partner for organizations worldwide. Our mission is to empower our customers to achieve their goals through innovative technology and exceptional support. **Mission of the Head of Customer Success** As the Head of Customer Success, you will play a critical role in driving revenue growth and customer satisfaction at blithequark. Reporting to the Chief Revenue Officer, you will lead a high-performing customer success team in executing our revenue strategy to achieve our gross revenue retention goals. Your expertise and leadership will be instrumental in ensuring our customers get the most out of our digital signage solutions. **Key Responsibilities** As the Head of Customer Success, your key responsibilities will include: * **Own customer success processes**: Develop and implement scalable customer success processes for SMB and mid-market/enterprise accounts, covering health scoring, onboarding, adoption, renewals, cancellation deflection, and training. * **Support sales and marketing teams**: Identify expansion opportunities for the sales team and provide customer insights to drive marketing campaigns. * **Create automation and scale**: Develop automation to help the customer success team manage large books of business and touch all SMB accounts. * **Become a product expert**: Develop a deep understanding of blithequark's digital signage solutions, including our message, positioning, and sales strategy. * **Customer engagement**: Engage with customers on a regular basis to maintain a deep understanding of their needs, challenges, and value realization. * **Log all activity**: Ensure all customer success activity is diligently logged in the CRM, providing a clear history of customer interactions. * **Coach and develop the team**: Coach the customer success team, review call recordings, and ensure the team works according to blithequark's standards. * **Lead by example**: Foster a culture of trust, candor, transparency, growth, learning, empowerment, performance, and accountability within the customer success team. * **Forecast and analyze**: Predictably forecast gross revenue retention and continuously validate and improve our tactics and processes by analyzing aggregated data. **Requirements** To succeed in this role, you will need: * **5+ years of customer-facing experience**: Proven track record of success in customer-facing roles, with multiple years of people management experience. * **High standards and a results-driven mindset**: High standards for work, ability to get tasks done quickly, love deadlines, appreciate the power of constraint, and enjoy committing to a forecast. * **Expertise in customer success metrics**: Knowledge of SaaS metrics, including NRR and GRR, and confidence in discussing these topics. * **HubSpot expertise**: Proficiency in HubSpot, including CRM, customer success system, marketing automation tool, and other related functions. * **Excellent communication and interpersonal skills**: Ability to engage with customers, sales teams, and marketing teams to drive revenue growth and customer satisfaction. * **Bonus points for channel/reseller experience**: Experience working with the channel/reseller can be a valuable asset in this role. **Total Compensation** Our total compensation package includes: * **Health & Dental Benefits**: Comprehensive health and dental benefits for you and your family. * **RRSP/401K Matching**: Up to 5% matching of your RRSP/401K contributions. * **Group Profit Sharing Program**: Share in the success of blithequark through our group profit sharing program. * **Health Spending/Wellness Spending**: $500 for health and wellness expenses. * **Learning & Development**: $2000 for learning and development opportunities. * **20 days of Vacation**: Pro-rated based on your start date in your first year. **Why Join blithequark?** At blithequark, we are proud to be an equal opportunity employer, committed to ethical and fair hiring practices. We strongly encourage applications from diverse backgrounds and offer accommodations for candidates taking part in all aspects of the selection process. If you're passionate about driving revenue growth and customer satisfaction, join our team and be part of a dynamic and innovative organization. **Apply Now!** If this opportunity excites you, we look forward to your application!