**Senior Manager, Customer Service – Customer Success Strategist 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 – Customer Success Strategist. 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** blithequark is a dynamic and customer-obsessed organization that is revolutionizing the home security industry. Our mission is to provide customers with affordable, innovative, and reliable products that protect their homes and loved ones. We are committed to delivering exceptional customer experiences through outstanding service, and our Customer Success team is at the forefront of this mission. **Job Summary** As our Senior Manager of Customer Service – Customer Success Strategist, you will play a critical role in shaping the strategic direction of our Customer Success team. You will be responsible for driving operational and organizational efficiency, developing strategic partnerships with cross-functional teams, and maximizing the end-to-end customer experience. If you are a results-driven leader with a passion for customer success, we encourage you to apply for this exciting opportunity. **Key Responsibilities** * Spearhead the strategy and execution for the Customer Success team to deliver frictionless support and enable customer satisfaction * Collaborate closely with Product, Engineering, and other departments to advocate for customer needs and enhance the overall product experience * Identify opportunities to streamline processes, optimize resources, and drive continuous improvements in the service delivery model * Build and nurture a high-performing team of technical customer service professionals, fostering a culture of innovation and excellence * Use data-driven insights to make informed decisions and implement proven customer success best practices * Represent the voice of the customer and serve as a strategic partner to key stakeholders * Measures, achieves, and communicates agreed-upon key performance indicators * Understands and addresses customer experience outliers in real-time * Lead and inspire a culture of customer obsession and excellence within the organization, serving as a role model for proactive and results-oriented leadership * Collaborate 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 Success team is dedicated to delivering exceptional customer experiences through outstanding service and customer obsession. We are a dynamic and collaborative team that is passionate about innovation and excellence. 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, making sure we deliver against our promise of exceptional service. **Essential Qualifications** * 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 communicator 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.) * Fluent 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 **Preferred Qualifications** * Experience working in a home security or consumer electronics industry * Experience with AI-powered customer success platforms * Experience with data analytics and reporting * Experience with process improvement and change management * Experience with team leadership and development **Skills and Competencies** * Strategic thinking and planning * Leadership and team management * Communication and collaboration * Data analysis and reporting * Process improvement and change management * Customer success and experience * Technical customer service * Project management * Time management and organization **Career Growth Opportunities and Learning Benefits** At blithequark, we are committed to providing our employees with opportunities for growth and development. As a Senior Manager of Customer Service – Customer Success Strategist, you will have access to: * Regular training and development programs * Mentorship and coaching opportunities * Career advancement opportunities within the organization * Collaborative and dynamic work environment * Recognition and rewards for outstanding performance * Opportunities to work on high-impact projects and initiatives **Work Environment and Company Culture** blithequark is a dynamic and customer-obsessed organization that values innovation, excellence, and teamwork. Our work environment is collaborative and fast-paced, with a focus on delivering exceptional customer experiences. We are committed to providing our employees with a positive and inclusive work environment that supports their growth and development. **Compensation, Perks, and Benefits** We offer a competitive compensation package, including: * Salary * Bonus structure * Stock options * Comprehensive benefits package * Paid time off and holidays * Flexible work arrangements * Professional development opportunities **How to Apply** If you are a results-driven leader with a passion for customer success, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you! **Equal Opportunity Employer** blithequark is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and diverse work environment that values and respects the contributions of all employees. Apply for this job