**Senior Manager, Customer Service – Customer Success Leader at blithequark**

Are you a customer-centric leader with a passion for driving exceptional experiences? Do you thrive in fast-paced environments where innovation and collaboration are key? Look no further than this exciting opportunity to join blithequark as a Senior Manager of Customer Service, leading our Customer Success team to deliver world-class support and service to our customers. **About blithequark** blithequark is a leading provider of camera-based home security solutions, dedicated to helping customers protect their homes and loved ones with affordable, innovative products. Our Customer Service team is at the heart of this mission, delivering outstanding service and customer obsession to every interaction. As a Senior Manager of Customer Success, you will play a pivotal role in shaping the strategic direction of our Customer Service organization, driving operational and organizational efficiency, and ensuring our customers have a seamless, exceptional experience with our products and services. **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 start your day 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 streamline processes, optimize resources, and drive continuous improvements, building and nurturing a high-performing team of technical customer service professionals who foster a culture of innovation and excellence. **Key Responsibilities** As the Senior Manager of Customer Success, you will be responsible for: * Spearheading the strategy and execution for the Customer Success team to deliver frictionless support and enable customer satisfaction * Collaborating closely with Product, Engineering, and other departments to advocate for customer needs and enhance the overall product experience * Identifying opportunities to streamline processes, optimize resources, and drive continuous improvements in the service delivery model * Building and nurturing a high-performing team of technical customer service professionals, fostering a culture of innovation and excellence * Using data-driven insights to make informed decisions and implement proven customer success best practices * Representing the voice of the customer and serving as a strategic partner to key stakeholders * Measuring, achieving, and communicating agreed-upon key performance indicators * Understanding and addressing customer experience outliers in real-time * Leading and inspiring a culture of customer obsession and excellence within the organization, serving as a role model for proactive and results-oriented leadership * Collaborating directly with leadership from our numerous Customer Success teams to manage existing development and implement AI into our workflows, evolving the customer experience **About the Team** Our Customer Service team is dedicated to delivering exceptional service and customer obsession to every interaction. 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 org, 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 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 **Why Join blithequark?** At blithequark, we are committed to creating a diverse and inclusive workplace where everyone can thrive. We believe in empowering our employees to deliver the best results for our customers, and we offer a range of benefits and perks to support your career growth and well-being. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, please visit our website for more information. **How to Apply** If you are a customer-centric leader with a passion for driving exceptional experiences, we encourage you to apply for this exciting opportunity to join blithequark as a Senior Manager of Customer Service. Please submit your application through our website, and we will be in touch to discuss your qualifications further. **Equal Opportunity Employer** blithequark is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. We are committed to creating a diverse and inclusive workplace where everyone can thrive. **Accommodations** If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, please visit our website for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner. Apply for this job