Senior Manager, Customer Success and Experience - Leading Customer-Centric Initiatives and Strategic Partnerships at blithequark

Introduction to blithequark and the Industry

blithequark, a pioneering force in the realm of 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, blithequark is seeking an exceptional Senior Manager of Customer Success to spearhead our customer-centric initiatives and strategic partnerships. As a leader in the home security industry, blithequark is committed to delivering world-class products and services that exceed customer expectations. Our customer-obsessed leadership philosophy is at the core of everything we do, and we're looking for a like-minded individual to join our dynamic team.

Job Overview

In this pivotal role, you will lead our Customer Success team and be responsible for setting the strategic direction to ensure our customers have a seamless, exceptional experience with our products and services. As the Senior Manager of Customer Success, you will play a central part 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.

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, optimizing 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 is in the home security business to provide customers with affordable products that protect their homes and loved ones. Our Customer Success 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.

Essential 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 written, with an 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.
• 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're committed to helping our employees grow and develop in their careers. As a Senior Manager of Customer Success, you'll have access to a wide range of training and development opportunities, including leadership development programs, industry conferences, and workshops. You'll also have the chance to work with a talented team of professionals who are passionate about delivering exceptional customer experiences.

Work Environment and Company Culture

blithequark is a dynamic and innovative company that values creativity, collaboration, and customer obsession. Our work environment is fast-paced and dynamic, with a focus on delivering exceptional results and exceeding customer expectations. We're committed to creating a positive and inclusive work environment that values diversity, equity, and inclusion. Our company culture is built around a set of core values that include customer obsession, innovation, and teamwork.

Compensation, Perks, and Benefits

blithequark offers a competitive compensation package, including a salary, bonus, and benefits. We also offer a range of perks, including flexible working hours, remote work options, and a comprehensive wellness program. Our benefits package includes medical, dental, and vision insurance, as well as a 401(k) matching program and paid time off.

Conclusion

If you're a customer-obsessed leader with a passion for delivering exceptional customer experiences, we want to hear from you. As a Senior Manager of Customer Success at blithequark, you'll have the opportunity to make a real impact on our customers' lives and help shape the future of our company. Don't miss out on this exciting opportunity to join our dynamic team and take your career to the next level. Apply now to become a part of the blithequark team and help us revolutionize the home security industry.