Senior Manager, Customer Success and Experience Leadership – Driving Exceptional Service and Technical Support Innovation at blithequark

Introduction to blithequark and Our Mission blithequark is a pioneering force in the home security industry, dedicated to providing cutting-edge, camera-based solutions that protect homes and loved ones. Our commitment to innovation and customer satisfaction has positioned us as a leader in the market, and we're now seeking an exceptional Senior Manager of Customer Success to join our dynamic team. As a key member of our Customer Service organization, you will play a pivotal role in shaping the strategic direction of our customer experience, ensuring that every interaction with blithequark is seamless, exceptional, and memorable. About the Role In this critical position, you will lead our Customer Success team, driving the strategy and execution to deliver frictionless support and enable customer satisfaction. Your expertise will be instrumental in identifying and driving changes necessary to improve operational and organizational efficiency, fostering a culture of innovation and excellence within the team. By developing strategic partnerships with cross-functional teams, you will provide valuable insights, influence the product roadmap, and maximize the end-to-end customer experience – a core tenet of blithequark's customer-obsessed leadership philosophy. Key Responsibilities Spearhead the strategy and execution for the Customer Success team to deliver exceptional support and enable customer satisfaction, ensuring alignment with blithequark's overall mission and objectives. Collaborate closely with Product, Engineering, and other departments to advocate for customer needs, enhance the overall product experience, and drive continuous improvements in the service delivery model. Identify opportunities to streamline processes, optimize resources, and implement proven customer success best practices, leveraging data-driven insights to inform decisions. Build and nurture a high-performing team of technical customer service professionals, recognizing achievements, providing coaching, and fostering a culture of innovation and excellence. Represent the voice of the customer and serve as a strategic partner to key stakeholders, measuring, achieving, and communicating agreed-upon key performance indicators. Understand and address customer experience outliers in real-time, ensuring prompt resolution and maintaining the highest standards of customer satisfaction. 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 and driving innovation. A Day in the Life As the Senior Manager of the Customer Success team at blithequark, your day will be filled with strategic responsibilities designed to ensure exceptional customer experiences. You will start your day by reviewing customer service metrics, identifying areas for improvement, and meeting with your Customer Success team to discuss key customer pain points and strategize ways to address them efficiently. Throughout the day, you will collaborate closely with cross-functional teams, advocating for customer needs, providing valuable insights, and influencing the product roadmap to enhance the overall customer experience. About Our Team At blithequark, we are passionate about providing customers with affordable, innovative products that protect their homes and loved ones. Our Customer Service team delights our customers and improves their experience with our products through outstanding service and customer obsession. As the Senior Manager of Customer Success, you will report directly to blithequark's Head of Customer Service and lead the Customer Success team within our CS organization, ensuring that we deliver against our promise of exceptional service. Qualifications Essential Qualifications 10+ years of experience managing Contact Center Technical support teams for consumer products, with a proven track record of driving customer success and achieving business objectives. 10+ years of experience managing Customer Success teams within a tech company, for consumer products, with a deep understanding of CSAT methodologies and methods. Proactive, results-oriented mindset, with excellent communication skills (both verbal and written) and the ability to deliver presentations, influence, and manage collaborators at all levels (technical, business, executive). Applied experience with CSAT methodologies (e.g., Linkert, Binary, Rating, Semantic Differential) and methods, including CSAT, NPS, and CES. Experience with Salesforce Service Cloud, Enlightened CSAT, Tethr CSAT AI, Qualtronix, Delighted, Survey Monkey, and other relevant tools. Intermediate-level experience with Excel or Tableau, including skills such as pivot tables, charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, and macros. Preferred Qualifications Fluency in Spanish (both written and verbal) is highly desirable, as it will enable you to communicate effectively with a broader range of customers and stakeholders. Proven leadership skills, with a focus on partnering with both leaders across the organization and direct reports, and a demonstrated ability to build and motivate high-performing teams. A track record of designing processes to improve customer experience, with a strong understanding of how to drive continuous improvements and implement proven customer success best practices. Ability to thrive in a fast-paced and dynamic work environment, adapting quickly to changing priorities and business needs, and a strong capacity for inspiring and motivating teams in a fast-paced and dynamic environment. Career Growth and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a Senior Manager of Customer Success, you will have access to a range of training and development opportunities, including leadership development programs, industry conferences, and workshops. You will also have the chance to work with a talented and dedicated team, collaborating with cross-functional teams to drive innovation and excellence in customer experience. Work Environment and Company Culture blithequark is a dynamic and innovative company, with a strong focus on customer obsession and excellence. Our work environment is fast-paced and collaborative, with a strong emphasis on teamwork, communication, and mutual respect. We are committed to diversity, equity, and inclusion, and we strive to create a workplace where everyone feels valued, respected, and empowered to contribute their best work. Compensation, Perks, and Benefits blithequark offers a competitive compensation package, including a salary, bonus, and benefits. We also provide a range of perks, including flexible working hours, remote work options, and access to the latest technology and tools. Our benefits package includes health, dental, and vision insurance, as well as a 401(k) matching program and paid time off. Conclusion If you are a motivated and experienced customer success leader, with a passion for driving exceptional customer experiences and a track record of achieving business objectives, we encourage you to apply for this exciting opportunity. As a Senior Manager of Customer Success at blithequark, you will have the chance to make a real difference in the lives of our customers, while also developing your skills and advancing your career in a dynamic and innovative company. Don't miss out on this chance to join our team and help shape the future of customer experience at blithequark – apply today! Apply for this job