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. If you are a proactive and results-oriented leader with a passion for customer success, we encourage you to apply for this exciting opportunity.

About blithequark and Our Industry

blithequark is dedicated to providing customers with affordable products that protect their homes and loved ones. Our company is built on a foundation of customer obsession, and we strive to deliver exceptional service experiences that exceed our customers' expectations. As a leader in the home security industry, we are committed to innovation, excellence, and customer satisfaction.

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. Your expertise and leadership will be essential in building and nurturing a high-performing team of technical customer service professionals, fostering a culture of innovation and excellence.

Key Responsibilities

• Develop and Execute Customer Success Strategies: Spearhead the strategy and execution for the Customer Success team to deliver frictionless support and enable customer satisfaction.
• Collaborate with Cross-Functional Teams: Work closely with Product, Engineering, and other departments to advocate for customer needs and enhance the overall product experience.
• Process Improvement and Optimization: Identify opportunities to streamline processes, optimize resources, and drive continuous improvements in the service delivery model.
• Team Leadership and Development: Build and nurture a high-performing team of technical customer service professionals, fostering a culture of innovation and excellence.
• Data-Driven Decision Making: Use data-driven insights to make informed decisions and implement proven customer success best practices.
• Customer Experience and Advocacy: Represent the voice of the customer and serve as a strategic partner to key stakeholders.
• Performance Metrics and Reporting: Measure, achieve, and communicate agreed-upon key performance indicators.
• Customer Experience Outliers: Understand and address customer experience outliers in real-time.
• Culture of Customer Obsession: Lead and inspire a culture of customer obsession and excellence within the organization, serving as a role model for proactive and results-oriented leadership.
• AI Integration and Workflow Evolution: 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.

About the Team

The Customer Success team at blithequark is dedicated to delivering exceptional service experiences that delight our customers and improve their experience with our products. As the Senior Manager of Customer Success, you will report directly to the Head of Customer Service and lead the Customer Success team within our CS organization. Your goal will be to ensure we deliver against our promise of exceptional service.

Basic Qualifications

• Experience in Customer Success and Technical Support: 10+ years of experience managing Contact Center Technical support teams for consumer products.
• Customer Success Experience: 10+ years of experience managing Customer Success teams within a tech company, for consumer products.
• Proactive and Results-Oriented Mindset: A proactive, results-oriented mindset, with a commitment to driving customer success and achieving business objectives.
• Excellent Communication Skills: Excellent communicator, both verbally and in writing, with the ability to deliver presentations and influence, and manage collaborators at all levels (technical, business, executive).
• CSAT Methodologies and Metrics: Applied experience with CSAT methodologies, (Linkert, Binary, Rating, Semantic Differential) and methods, CSAT, NPS, CES.
• Technical Skills: Experience with Salesforce Service Cloud, Enlightened CSAT, Tethr CSAT AI, Qualtronix, Delighted, Survey Monkey, etc.
• Data Analysis and Reporting: 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: Fluent in Spanish, both written and verbal.
• Proven Leadership Skills: Proven leadership skills, with a focus on partnering with both leaders across the organization and direct reports.
• Track Record of Building Teams: Demonstrated track record of building teams and designing processes to improve customer experience.
• Adaptability and Flexibility: Ability to thrive in a fast-paced and dynamic work environment, adapting quickly to changing priorities and business needs.
• Strong Leadership Skills: Strong leadership skills with the ability to inspire and motivate teams in a fast-paced and dynamic environment.

What We Offer

At blithequark, we are committed to creating a diverse and inclusive workplace. We offer a competitive compensation package, opportunities for career growth and development, and a dynamic work environment that fosters innovation and excellence. Our company culture is built on a foundation of customer obsession, and we strive to deliver exceptional service experiences that exceed our customers' expectations.

Career Growth Opportunities and Learning Benefits

As a leader at blithequark, you will have opportunities to grow and develop your skills, both professionally and personally. We offer training and development programs, mentorship opportunities, and a collaborative work environment that encourages learning and innovation.

Work Environment and Company Culture

At blithequark, we pride ourselves on a dynamic and inclusive work environment that fosters creativity, innovation, and collaboration. Our company culture is built on a foundation of customer obsession, and we strive to deliver exceptional service experiences that exceed our customers' expectations.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including a salary, benefits, and perks that support our employees' well-being and success. Our benefits include:

• Competitive salary and bonus structure
• Comprehensive health and wellness benefits
• Retirement savings plan
• Paid time off and holidays
• Opportunities for professional development and growth

Conclusion

If you are a proactive and results-oriented leader with a passion for customer success, we encourage you to apply for this exciting opportunity at blithequark. As a Senior Manager of Customer Success, you will play a critical role in shaping our customer experience strategy and leading our Customer Success team. We offer a dynamic work environment, opportunities for career growth and development, and a competitive compensation package. Apply now to join our team and help us deliver exceptional service experiences that exceed our customers' expectations.