**Senior Manager, Customer Service - Customer Obsession and Excellence at blithequark**

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments where innovation and adaptability are key? If so, we invite you to join blithequark, a leading provider of camera-based home security solutions, as our Senior Manager of Customer Service. In this pivotal role, you will lead our Customer Success team and drive strategic initiatives to ensure our customers have a seamless, exceptional experience with our world-class products and services. **About blithequark** At blithequark, we are committed to providing our customers with the best possible experience. Our customer-obsessed leadership philosophy is built on the principles of delivering exceptional service, fostering a culture of innovation and excellence, and continuously improving our products and services. As a leading provider of home security solutions, we understand the importance of trust, reliability, and customer satisfaction. Our team is dedicated to making a positive impact on our customers' lives, and we are seeking a talented and innovative leader to join our dynamic Customer Service organization. **Key Responsibilities** As the Senior Manager of Customer Success, you will play a central role in driving the strategy and execution of our Customer Success team. Your key responsibilities will include: - **Spearheading the strategy and execution** for the Customer Success team to deliver frictionless support and enable customer satisfaction - **Collaborating closely** with Product, Engineering, and other departments to advocate for customer needs and enhance the overall product experience - **Identifying opportunities** to streamline processes, optimize resources, and drive continuous improvements in the service delivery model - **Building and nurturing** a high-performing team of technical customer service professionals, fostering a culture of innovation and excellence - **Using data-driven insights** to make informed decisions and implement proven customer success best practices - **Representing the voice of the customer** and serving as a strategic partner to key stakeholders - **Measuring, achieving, and communicating** agreed-upon key performance indicators - **Understanding and addressing** customer experience outliers in real-time - **Leading and inspiring** a culture of customer obsession and excellence within the organization, serving as a role model for proactive and results-oriented leadership - **Collaborating directly** with leadership from our numerous Customer Success teams to manage existing development and implement AI into our workflows, evolving the customer experience **A Day in the Life** As the Senior Manager of the Customer Success team at blithequark, your day is filled with strategic responsibilities to ensure exceptional customer experiences. You start your day by reviewing customer service metrics and identifying areas for improvement. You then meet with your Customer Success team to discuss key customer pain points and strategize ways to address them efficiently. Throughout the day, you collaborate closely with the Product, Engineering, and other cross-functional teams. This allows you to advocate for customer needs, provide valuable insights, and influence the product roadmap to enhance the overall customer experience. You'll streamline processes, optimizing resources, and drive continuous improvements, building and nurturing a high-performing team of technical customer service professionals, fostering a culture of innovation and excellence, recognizing achievements, and providing coaching to your team. **About the Team** Our Customer Service team is dedicated to delivering exceptional service and customer obsession. We are a dynamic and innovative team that is passionate about making a positive impact on our customers' lives. As the Senior Manager of Customer Success, you will report directly to our Head of Customer Service and lead the Customer Success team within our CS org, ensuring we deliver against our promise of exceptional service. **Requirements** To be successful in this role, you will need: - **10+ years of experience** managing Contact Center Technical support teams for consumer products - **10+ years of experience** managing Customer Success teams within a tech company, for consumer products - **Proactive, results-oriented mindset**, with a commitment to driving customer success and achieving business objectives - **Excellent communication skills**, both verbally and written, with an ability to deliver presentations and influence, and manage collaborators at all levels (technical, business, executive) - **Applied experience with CSAT methodologies**, (Linkert, Binary, Rating, Semantic Differential) and methods, CSAT, NPS, CES - **Experience with Salesforce Service Cloud**, Enlightened CSAT, Tethr CSAT AI, Qualtronix, Delighted, Survey Monkey, etc. - **Experience with Excel or Tableau** at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, macros, etc.) - **Fluency in Spanish**, both written and verbal - **Proven leadership skills**, with a focus on partnering with both leaders across the organization and direct reports - **Demonstrated track record** of building teams and designing processes to improve customer experience - **Ability to thrive** in a fast-paced and dynamic work environment, adapting quickly to changing priorities and business needs - **Strong leadership skills**, with the ability to inspire and motivate teams in a fast-paced and dynamic environment **What We Offer** At blithequark, we offer a competitive compensation package, including: - **Competitive salary** - **Comprehensive benefits**, including medical, dental, and vision insurance - **401(k) matching** - **Flexible work arrangements**, including remote work options - **Professional development opportunities**, including training and education programs - **Recognition and rewards** for outstanding performance and contributions **How to Apply** If you are 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 and qualifications for this role. We look forward to hearing from you! Apply Job! Apply for this job