Experienced Senior Manager of Customer Success – Technical Support and Customer Experience Leadership

Join the Team at blithequark: Leading Provider of Innovative Home Security Solutions

blithequark, a pioneering company in camera-based home security solutions, is seeking a seasoned and innovative Senior Manager of Customer Success to lead our dynamic Customer Service organization. As a key member of our team, you will be responsible for setting the strategic direction to ensure our customers have a seamless, exceptional experience with our world-class products and services.

About blithequark and Our Industry

blithequark is at the forefront of the home security industry, providing affordable and cutting-edge products that protect homes and loved ones. Our company is built on a foundation of customer obsession, and we are committed to delivering exceptional service experiences that delight our customers. With a strong focus on innovation and customer satisfaction, we are looking for a talented Senior Manager of Customer Success to join our team and drive our customer experience strategy forward.

Job Summary

As the Senior Manager of Customer Success at blithequark, you will play a central role in identifying and driving 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. This is a unique opportunity to lead our Customer Success team and make a significant impact on our customers' experiences with our products and services.

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.
• 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 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, optimize 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

blithequark's Customer Service team is dedicated to providing outstanding service and customer obsession. Our team delights customers and improves their experience with our products through exceptional service. The Senior Manager of Customer Success reports directly to blithequark's Head of Customer Service and leads 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 communicator, both verbally and in writing, with the ability to deliver presentations and influence, and manage collaborators at all levels (technical, business, executive).
• Applied experience with CSAT methodologies (Likert, 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.).

Preferred Qualifications

• 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.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. We offer a range of learning benefits, including training programs, mentorship opportunities, and career development workshops. Our employees have the opportunity to work on challenging projects, collaborate with cross-functional teams, and contribute to the company's strategic objectives.

Work Environment and Company Culture

blithequark is a dynamic and innovative company with a strong focus on customer obsession and employee satisfaction. Our work environment is collaborative and fast-paced, with a culture of innovation and excellence. We offer a range of benefits, including competitive compensation, flexible work arrangements, and opportunities for career growth and development.

Compensation, Perks, and Benefits

We offer a comprehensive compensation package, including competitive salary, benefits, and perks. Our employees enjoy a range of benefits, including health insurance, retirement plans, and paid time off. We also offer flexible work arrangements, including remote work options and flexible hours.

Conclusion

If you are a seasoned and innovative Senior Manager of Customer Success with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity at blithequark. As a key member of our team, you will have the opportunity to lead our Customer Success team, drive our customer experience strategy, and make a significant impact on our customers' experiences with our products and services. We look forward to hearing from you!