Experienced Vice President of Customer Success – Strategic Leader for Customer Success, Retention, and Expansion in a Fast-Paced Learning Commerce Platform Environment at blithequark

Introduction to blithequark blithequark is a pioneering learning commerce platform that empowers experts and teams to create transformative learning experiences, fostering growth and revenue. Our mission is to unite community, courses, and content with commerce, raising the bar on what's possible through online learning. With a strong foundation in innovation and customer satisfaction, we're committed to building products that make a real impact. Our team of over 275 talented individuals collaborates globally to learn, grow, and succeed together, making blithequark one of the best workplaces in the tech industry. About the Role We're seeking an exceptional Vice President of Customer Success to join our team at blithequark. As a strategic leader, you will be responsible for the success, satisfaction, and expansion of our customer base. You'll oversee all post-sales functions, including Customer Success Management (CSM), Technical Solutions Engineering, and Launch Services across both our Plus (enterprise) and Self Serve business. This role combines customer strategy with hands-on leadership to drive retention, upsell, and long-term customer value. If you excel at leading high-performing customer success teams, driving retention and expansion, and delivering exceptional customer experiences at scale, we want to hear from you. Key Responsibilities Customer Success Strategy & Leadership Define and execute a scalable customer success strategy aligned with $100M+ revenue objectives, ensuring seamless integration with our overall business goals. Own customer health metrics (e.g., NRR, churn, commerce adoption, expansion revenue, CSAT, NPS) and implement programs to improve them, leveraging data-driven insights to inform decision-making. Partner cross-functionally with Sales, Product, GTM Operations, and Support to ensure a "zero handoffs" approach to successfully onboarding, launching, and servicing customers, fostering a culture of collaboration and customer-centricity. Guide the continued evolution of how we approach CS for customers, including the level of service and support we provide, frameworks for success (e.g., QBRs, ROI Scorecards), and the consultative guidance offered to grow our customers' commerce revenue and payments adoption. Lead in how we use AI tools to deliver more value in less time, ensuring we continually up our game and outcompete on quality of service, driving innovation and excellence in customer success. Lead and scale a high-performing Customer Success team (CSMs, launch specialists, and solutions engineers), providing mentorship, coaching, and development opportunities to ensure the team's success and growth. Retention & Expansion Revenue Set and meet Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) goals, developing and executing strategies to drive customer adoption and value realization. Drive customer adoption and value realization to reduce churn and increase renewals, leveraging customer feedback and insights to inform product development and service improvements. Create and oversee upsell and cross-sell strategies, including designing the account segmentation strategy, developing expansion playbooks, guiding all CS enablement and training, and leading execution, ensuring alignment with customer needs and business objectives. Launch & Implementation Services Oversee onboarding processes, ensuring time-to-value and implementation KPIs are met, and that customers receive exceptional support and guidance throughout their journey. Support our technical launch services, ensuring we take a Commerce-first approach to launching our customers, and that they receive the necessary tools and resources to succeed. Design delivery methodologies for complex or high-touch implementations, working closely with your team, Support, and R&D to continually improve these processes, ensuring seamless execution and customer satisfaction. Technical Solutions & Success Operations Lead the Solutions Engineering team to provide technical guidance pre- and post-sale, including around our Commerce offerings, ensuring that customers receive expert support and guidance. Develop success plans, data-driven health score models, and feedback loops (including prioritized quarterly product requests based on revenue potential) for Product, informing product development and ensuring alignment with customer needs. Work with GTM Operations to manage Customer Success Operations tools and processes, including the use of our CRM, CS software, and reporting dashboards, ensuring efficient and effective operations. Required Skills & Qualifications Experience 12+ years in Customer Success, Account Management, or Professional Services, with at least 7 years in a leadership role at a software company, preferably with experience in a Commerce business. Proven track record managing $50M+ ARR customer portfolios in a B2B SaaS environment, with a strong understanding of subscription metrics, revenue forecasting, and revenue accountability. Experience with both mid-market and enterprise clients and technical onboarding/implementation cycles, with a ability to navigate complex customer relationships and drive successful outcomes. Familiarity with CS platforms (Gainsight, Totango, Salesforce) and customer analytics, with a strong understanding of how to leverage data to inform decision-making and drive customer success. Exceptional team leadership and communication skills, with the ability to influence and inspire cross-functional teams, and drive collaboration and alignment across the organization. Leadership & Operational Skills Ability to lead and inspire cross-functional teams across geographies, with a strong understanding of how to drive collaboration, innovation, and excellence in a fast-paced and dynamic environment. Strong strategic thinker with hands-on execution skills, able to develop and execute complex strategies and plans, and drive results-oriented outcomes. Expertise in CS platforms (Gainsight, Totango, Salesforce) and customer analytics, with a strong understanding of how to leverage technology to drive customer success and inform decision-making. Exceptional communication and executive engagement skills, with the ability to communicate complex ideas and strategies to both technical and non-technical stakeholders, and drive alignment and buy-in across the organization. Success Traits Customer-obsessed mindset with a bias for action and problem-solving, always putting the customer at the forefront of decision-making and driving outcomes that meet their needs and exceed their expectations. Data-driven with strong financial acumen and comfort working with KPIs, able to leverage data to inform decision-making and drive customer success, and with a strong understanding of how to measure and optimize customer success outcomes. A collaborative leader who thrives in a scale-up or growth-stage environment, with a strong ability to navigate ambiguity, drive innovation, and lead change, and with a passion for creating exceptional customer experiences and outcomes. Passion for creating exceptional customer experiences and outcomes, with a strong understanding of how to drive customer satisfaction, loyalty, and advocacy, and with a commitment to delivering exceptional results and driving business growth. What We Offer At blithequark, we're committed to fair and transparent pay that reflects both where you're at and where you can grow. This role has a salary range of $196,500 - $245,600 - $294,700 CAD in Canada, designed to capture the full journey from developing skills to excelling in the position. Most new hires start between the minimum and midpoint, which aligns with being fully capable in the role. Salaries above the midpoint are typically reserved for team members who have demonstrated strong, consistent performance, deep expertise, and a significant positive impact within the role. For candidates based in the US, the salary range for this position is $207,200 - $259,000 - $310,800 USD. Diversity, Equity, Inclusion, and Belonging & Accessibility We believe every candidate should have a fair, inclusive, and overall great experience when exploring a new role with blithequark. We know that people have unique career journeys, and if your experience is close to what we've described but you feel that you might be missing a few of the requirements, please still apply! We believe in equal opportunity and are committed to diversity, equity, inclusion, and belonging across every facet of our business. We're also committed to providing a comfortable and accessible interview experience for every candidate. If there are any accommodations our team can make throughout our hiring process (big or small), please let us know. What You Can Expect If You Join blithequark An amazing team of talented, passionate, and kind individuals. Together, we've built an amazing, award-winning culture—we're a Certified Great Place to Work and one of Canada's Top Small & Medium Employers! The chance to build, improve, and innovate on a platform that's driving positive impact for thousands of businesses and millions of students around the world. A competitive compensation package including base salary, equity, team-wide bonuses, and an Employee Share Purchase Plan. Flexible Paid Time Off to maintain mental and physical health. Our team is encouraged to take a minimum 4 weeks of vacation, plus Thinker Holidays (extended long weekends in the summer) and time off for the December holiday season. Health Benefits and Wellness: Comprehensive benefits starting on Day 1 include health, vision, and dental coverage for you and your family, $3,000 for mental health care, a short-term health plan, and an additional health or personal spending account. Plus, family-friendly benefits include generous parental leave top-ups for up to 32 weeks, as well as fertility coverage and personalized return to work options. Flexible Work. Choose to work from home from anywhere in Canada, at our Vancouver HQ, a co-working space, or anywhere there's wifi for a change of scenery. Learning & Growth. An annual $1500 USD Learn and Grow fund for conferences, seminars, or courses, plus training, mentorship, coaching, and internal promotion opportunities. A home office setup so you're ready to succeed with a company-owned Macbook Pro and a budget to order a desk, chair, or any accessories to help you work comfortably and productively. A place where you can bring your whole self to work. We know that different perspectives lead to amazing ideas, more innovation, and, ultimately, our success as a company. We welcome applicants of all backgrounds, experiences, beliefs, identities, and statuses. Whoever you are—we can't wait to meet you! Conclusion If you're a motivated and experienced customer success leader looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. As a Vice President of Customer Success, you'll play a critical role in driving our customers' success, satisfaction, and expansion, and contributing to the growth and success of our business. Don't miss this chance to join our team and make a real impact in the learning commerce platform industry. Apply now and take the first step towards an exciting and rewarding career with blithequark!