**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. **How to Apply** 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.