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. This pivotal role will be instrumental in shaping the strategic direction of our customer service organization, ensuring that every interaction with our world-class products and services is seamless, exceptional, and memorable. About the Role As the Senior Manager of Customer Success at blithequark, you will play a central role in identifying and driving the changes necessary to improve operational and organizational efficiency. You will develop strategic partnerships with cross-functional teams to 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. Your expertise will be crucial in building and nurturing a high-performing team of technical customer service professionals, fostering a culture of innovation and excellence that resonates throughout the organization. Key Responsibilities Spearhead the strategy and execution for the Customer Success team to deliver frictionless support and enable customer satisfaction, ensuring that every customer interaction is a positive reflection of blithequark's brand and values. Collaborate closely with Product, Engineering, and other departments to advocate for customer needs and enhance the overall product experience, driving continuous improvements and innovations that meet and exceed customer expectations. Identify opportunities to streamline processes, optimize resources, and drive continuous improvements in the service delivery model, leveraging data-driven insights and best practices to inform decision-making and strategy development. Build and nurture a high-performing team of technical customer service professionals, recognizing achievements, providing coaching, and fostering a culture of innovation and excellence that inspires and motivates team members to deliver their best work. Use data-driven insights to make informed decisions and implement proven customer success best practices, staying up-to-date with the latest trends, technologies, and methodologies in customer service and experience management. Represent the voice of the customer and serve as a strategic partner to key stakeholders, ensuring that customer needs and expectations are always at the forefront of business decisions and product development. Measure, achieve, and communicate agreed-upon key performance indicators, using metrics and data to drive continuous improvement and optimize customer service operations. Understand and address customer experience outliers in real-time, leveraging agile methodologies and a customer-obsessed mindset to resolve issues quickly and efficiently. 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 demonstrating a relentless commitment to delivering exceptional customer experiences. 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 in customer service and support. 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 and identifying areas for improvement, using data and insights to inform decision-making and drive strategy development. You will then meet with your Customer Success team to discuss key customer pain points and strategize ways to address them efficiently, leveraging the collective expertise and experience of the team to drive innovation and excellence in customer service. Throughout the day, you will collaborate closely with the Product, Engineering, and other cross-functional teams, advocating for customer needs, providing valuable insights, and influencing the product roadmap to enhance the overall customer experience. You will streamline processes, optimize resources, and drive continuous improvements, building and nurturing a high-performing team of technical customer service professionals and fostering a culture of innovation and excellence that inspires and motivates team members to deliver their best work. About the Team blithequark is in the home security business to provide customers with affordable 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. The Sr. Manager Customer Success reports directly to blithequark's Head of Customer Service and leads the Customer Success team within our CS org, making sure we deliver against our promise of exceptional service and support. Basic Qualifications 10+ years of experience managing Contact Center Technical support teams for consumer products, with a proven track record of delivering exceptional customer experiences and driving business results. 10+ years of experience managing Customer Success teams within a tech company, for consumer products, with a deep understanding of customer needs, preferences, and expectations. Proactive, results-oriented mindset, with a commitment to driving customer success and achieving business objectives, and a relentless focus on delivering exceptional customer experiences. Excellent communicator both verbally and written, with an ability to deliver presentations and influence, and manage collaborators at all levels (technical, business, executive), and a strong ability to build and maintain relationships with key stakeholders. Applied experience with CSAT methodologies, (Linkert, Binary, Rating, Semantic Differential) and methods, CSAT, NPS, CES, with a deep understanding of customer experience metrics and analytics. Experience with Salesforce Service Cloud, Enlightened CSAT, Tethr CSAT AI, Qualtronix, Delighted, Survey Monkey, etc., with a strong ability to leverage technology to drive customer service innovation and excellence. 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.), with a strong ability to analyze data and drive insights that inform decision-making and strategy development. Preferred Qualifications Fluent in Spanish both written and verbal, with a strong ability to communicate effectively with diverse customer populations and stakeholders. Proven leadership skills, with a focus on partnering with both leaders across the organization and direct reports, and a strong ability to build and maintain relationships with key stakeholders. Demonstrated track record of building teams and designing processes to improve customer experience, with a relentless focus on delivering exceptional customer experiences and driving business results. Ability to thrive in a fast-paced and dynamic work environment, adapting quickly to changing priorities and business needs, and a strong ability to lead and manage change in a rapidly evolving business landscape. Strong leadership skills with the ability to inspire and motivate teams in a fast-paced and dynamic environment, and a strong ability to build and maintain a high-performing team of technical customer service professionals. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our team members, providing opportunities for career advancement, professional development, and continuous learning. As a Senior Manager of Customer Success, you will have access to a range of training and development programs, including leadership development, customer service certification, and technical skills training. You will also have the opportunity to work with a talented and experienced team of professionals who are passionate about delivering exceptional customer experiences and driving business results. Work Environment and Company Culture blithequark is a dynamic and innovative company that values diversity, inclusion, and customer obsession. Our work environment is fast-paced and collaborative, with a strong focus on teamwork, communication, and mutual respect. We are committed to creating a positive and supportive work environment that allows our team members to thrive and grow, and we offer a range of benefits and perks to support the well-being and success of our employees. Compensation, Perks, and Benefits blithequark offers a competitive compensation package, including a salary range that is commensurate with experience, as well as a range of benefits and perks, including health insurance, retirement savings, and paid time off. We also offer a range of perks, including flexible working hours, remote work options, and access to the latest technology and tools. Our goal is to provide a comprehensive and supportive benefits package that allows our team members to thrive and grow, both personally and professionally. Conclusion If you are a motivated and experienced customer service professional who is passionate about delivering exceptional customer experiences and driving business results, we encourage you to apply for the Senior Manager, Customer Success and Experience role at blithequark. This is a unique opportunity to join a dynamic and innovative company that values customer obsession, diversity, and inclusion, and to play a key role in shaping the future of customer service and experience management. Apply now to join our team and help us deliver exceptional customer experiences that exceed expectations and drive business results. Apply for this job