Senior Manager, Customer Success - Driving Exceptional Customer Experiences at blithequark

Join blithequark's Customer Service Organization as a Visionary Leader

blithequark, a pioneering provider of innovative camera-based home security solutions, is on the lookout for a seasoned and forward-thinking Senior Manager of Customer Success to spearhead our dynamic Customer Service organization. In this critical role, you will be at the forefront of crafting and implementing strategies that ensure our customers enjoy a seamless and extraordinary experience with our cutting-edge products and services.

About the Role

As the Senior Manager of Customer Success at blithequark, you will be instrumental in driving the changes necessary to enhance operational and organizational efficiency. You will forge strategic partnerships with cross-functional teams to garner valuable insights, influence our product roadmap, and maximize the end-to-end customer experience - a fundamental principle of blithequark's customer-obsessed leadership philosophy.

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
• Utilize 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
• Measure, achieve, and communicate agreed-upon key performance indicators
• Understand and address 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 will be filled with strategic responsibilities to ensure exceptional customer experiences. You will begin by reviewing customer service metrics and identifying areas for improvement. You will then meet 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 the Product, Engineering, and other cross-functional teams to advocate for customer needs, provide valuable insights, and influence the product roadmap to enhance the overall customer experience. You will also focus on streamlining processes, optimizing resources, and driving continuous improvements, while building and nurturing a high-performing team of technical customer service professionals and fostering a culture of innovation and excellence.

About the Team

blithequark is dedicated to providing 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. 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 Customer Service organization, ensuring we deliver against our promise of exceptional service.

Basic 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 communication skills, both verbal and written, with the 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.
• Intermediate-level proficiency in Excel or Tableau (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, macros, etc.)

Preferred Qualifications

• 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

Career Growth and Learning Benefits

At blithequark, we are committed to fostering a culture of continuous learning and growth. As a Senior Manager of Customer Success, you will have the opportunity to develop your skills and expertise in a dynamic and innovative environment. You will be able to take on new challenges, lead high-performing teams, and drive business results, while enjoying a fulfilling and rewarding career.

Work Environment and Company Culture

blithequark is dedicated to creating a work environment that is inclusive, collaborative, and supportive. We value diversity and promote a culture of respect, empathy, and understanding. Our team members enjoy a flexible and dynamic work environment, with opportunities for growth and development. We offer a range of benefits and perks, including competitive compensation, comprehensive health insurance, and generous paid time off.

Compensation and Benefits

blithequark offers a competitive compensation package, including a salary, bonus, and stock options. We also provide a comprehensive benefits package, including health, dental, and vision insurance, 401(k) matching, and generous paid time off. Our benefits are designed to support the well-being and financial security of our team members, and to help them achieve a healthy work-life balance.

Join Our Team

If you are a customer-obsessed leader with a passion for driving exceptional customer experiences, we encourage you to apply for this exciting opportunity to join blithequark's Customer Service organization. As a Senior Manager of Customer Success, you will play a critical role in shaping the future of our company and delivering outstanding service to our customers. We look forward to hearing from you!