Senior Manager, Customer Success and Experience – Leading Customer Service Innovation at blithequark

Introduction to blithequark blithequark, a pioneering force in camera-based home security solutions, is on a mission to revolutionize the way we protect our homes and loved ones. With a relentless focus on innovation and customer satisfaction, we are seeking an exceptional Senior Manager of Customer Service to spearhead our Customer Success team. As a key member of our dynamic Customer Service organization, you will play a pivotal role in shaping the strategic direction of our customer experience, ensuring that every interaction with our world-class products and services is seamless, exceptional, and memorable. About the Role In this critical position, you will be responsible for leading our Customer Success team, identifying opportunities for growth, and driving the changes necessary to improve operational and organizational efficiency. Your expertise will be instrumental in developing strategic partnerships with cross-functional teams, providing valuable insights, influencing the product roadmap, and maximizing the end-to-end customer experience. As a champion of customer obsession, you will embody the core tenets of blithequark's leadership philosophy, inspiring a culture of innovation, excellence, and customer-centricity throughout the organization. Key Responsibilities Spearhead the strategy and execution for the Customer Success team to deliver frictionless support and enable customer satisfaction, leveraging data-driven insights and proven customer success best practices. Collaborate closely with Product, Engineering, and other departments to advocate for customer needs, enhance the overall product experience, and streamline processes to optimize resources and drive continuous improvements. Build and nurture a high-performing team of technical customer service professionals, fostering a culture of innovation, excellence, and customer obsession, and recognizing achievements while providing coaching and growth opportunities. Represent the voice of the customer and serve as a strategic partner to key stakeholders, measuring, achieving, and communicating agreed-upon key performance indicators, and addressing 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, and 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 will be filled with strategic responsibilities 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. You will also focus on streamlining processes, optimizing resources, and driving continuous improvements, building and nurturing a high-performing team, and recognizing achievements while providing coaching and growth opportunities. About the Team blithequark is dedicated to 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 and customer satisfaction. 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, NPS, CES, and other customer experience metrics. 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, (Linkert, Binary, Rating, Semantic Differential) and methods, CSAT, NPS, CES, and 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.). Preferred Qualifications Fluent in Spanish, both written and verbal, with a strong ability to communicate effectively with diverse customer groups. Proven leadership skills, with a focus on partnering with both leaders across the organization and direct reports, and a 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, with strong leadership skills and the ability to inspire and motivate teams. Career Growth Opportunities 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 wide range of training and development opportunities, including leadership development programs, customer experience workshops, and technical skills training. You will also have the opportunity to work with a talented and diverse team of professionals, 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, excellence, and teamwork. Our work environment is fast-paced and collaborative, with a emphasis on open communication, transparency, and feedback. We are committed to creating a diverse and inclusive workplace, where every employee feels valued, respected, and empowered to contribute their best work. As a Senior Manager of Customer Success, you will be an integral part of our leadership team, helping to shape the culture and direction of our organization. Compensation, Perks, and Benefits blithequark offers a competitive compensation package, including a salary, bonus, and benefits. Our perks and benefits include a comprehensive health insurance plan, 401(k) matching, paid time off, and a range of other benefits designed to support the well-being and success of our employees. We also offer a dynamic and supportive work environment, with opportunities for growth and development, and a chance to be part of a talented and innovative team. Conclusion If you are a motivated and experienced customer service professional, with a passion for innovation, excellence, and customer obsession, 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 growing and developing your skills and career. Don't miss this opportunity to join a dynamic and innovative company, with a strong focus on customer experience and employee success. Apply now to become a part of our talented and dedicated team! Apply for this job