Senior Manager, Customer Success and Experience – Leading Technical Customer Service Team for World-Class Home Security Solutions at blithequark

Introduction to blithequark

blithequark, a pioneering force in the home security industry, is dedicated to providing cutting-edge, camera-based solutions that protect homes and loved ones. Our commitment to innovation and customer satisfaction has positioned us as a leader in the market. At the heart of our success is our Customer Service organization, which is now seeking an experienced and visionary Senior Manager of Customer Success to join our dynamic team. This pivotal role will lead our Customer Success team, setting the strategic direction to ensure our customers have a seamless and exceptional experience with our products and services.

Job Overview

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. Your expertise will be crucial in developing strategic partnerships with cross-functional teams, providing valuable insights, influencing the product roadmap, and maximizing the end-to-end customer experience. This aligns with blithequark's customer-obsessed leadership philosophy, where the customer's needs are at the forefront of every decision.

Key Responsibilities

• Spearhead the strategy and execution for the Customer Success team to deliver frictionless support and enable customer satisfaction, ensuring that every interaction with blithequark is exceptional and memorable.
• Collaborate closely with Product, Engineering, and other departments to advocate for customer needs and enhance the overall product experience, fostering a culture of innovation and customer-centricity.
• Identify opportunities to streamline processes, optimize resources, and drive continuous improvements in the service delivery model, leveraging data-driven insights to inform decisions and implement best practices.
• Build and nurture a high-performing team of technical customer service professionals, fostering a culture of innovation, excellence, and customer obsession, and serving as a role model for proactive and results-oriented leadership.
• Use data-driven insights to make informed decisions and implement proven customer success best practices, ensuring that the voice of the customer is represented and valued across the organization.
• Represent the voice of the customer and serve as a strategic partner to key stakeholders, influencing product development and service enhancements that meet and exceed customer expectations.
• Measure, achieve, and communicate agreed-upon key performance indicators, ensuring that the Customer Success team is aligned with blithequark's overall mission and objectives.
• Understand and address customer experience outliers in real-time, demonstrating a commitment to resolving issues promptly and ensuring customer satisfaction.
• Lead and inspire a culture of customer obsession and excellence within the organization, collaborating directly with leadership from 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 designed to ensure exceptional customer experiences. You will start your day by reviewing customer service metrics and identifying areas for improvement. Meetings with your Customer Success team will follow, discussing key customer pain points and strategizing ways to address them efficiently. Throughout the day, you will collaborate closely with the Product, Engineering, and other cross-functional teams, advocating for customer needs, providing valuable insights, and influencing the product roadmap to enhance the overall customer experience.

About the Team

blithequark is dedicated to providing customers with affordable, cutting-edge 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 a deep commitment to 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 that we deliver against our promise of exceptional service.

Qualifications

Basic Qualifications

• 10+ years of experience managing Contact Center Technical support teams for consumer products, with a proven track record of success in driving customer satisfaction and achieving business objectives.
• 10+ years of experience managing Customer Success teams within a tech company for consumer products, demonstrating a deep understanding of customer needs and preferences.
• Proactive, results-oriented mindset, with a commitment to driving customer success and achieving business objectives, and excellent communication skills both verbally and in writing.
• Applied experience with CSAT methodologies and methods, including CSAT, NPS, CES, and the ability to deliver presentations and influence collaborators at all levels.
• Experience with Salesforce Service Cloud, Enlightened CSAT, Tethr CSAT AI, Qualtronix, Delighted, Survey Monkey, and other relevant tools and technologies.
• Intermediate-level experience with Excel or Tableau, including skills such as pivot tables, charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, and macros.

Preferred Qualifications

• Fluency in Spanish, both written and verbal, to support our diverse customer base and internal teams.
• Proven leadership skills, with a focus on partnering with leaders across the organization and direct reports, and a 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, and strong leadership skills with the ability to inspire and motivate teams.

Career Growth and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Senior Manager of Customer Success, you will have access to a wide range of training programs, workshops, and conferences designed to enhance your skills and knowledge. Our mentorship programs will connect you with experienced leaders who can provide guidance and support as you navigate your career. Additionally, our performance review process is designed to help you set and achieve your career goals, with regular feedback and coaching from your manager and peers.

Work Environment and Company Culture

blithequark's work environment is dynamic, innovative, and customer-centric. Our offices are designed to foster collaboration and creativity, with open workspaces, state-of-the-art technology, and a wide range of amenities to support your well-being and productivity. Our company culture is built on a foundation of respect, inclusivity, and diversity, with a deep commitment to creating a workplace where everyone feels valued and empowered to contribute. We celebrate our differences and believe that our diverse perspectives and experiences are essential to driving innovation and success.

Compensation, Perks, and Benefits

blithequark offers a competitive compensation package, including a salary, bonus, and stock options. Our benefits program is designed to support your physical and mental well-being, with comprehensive health insurance, retirement savings plans, and paid time off. We also offer a wide range of perks, including free meals, on-site fitness classes, and access to the latest technology and tools. Our recognition and reward programs are designed to acknowledge and celebrate your achievements, with opportunities for career advancement and professional growth.

Conclusion

If you are a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for the Senior Manager, Customer Success and Experience role at blithequark. This is an exceptional opportunity to join a dynamic and innovative company, leading a team of talented professionals who are passionate about delivering exceptional customer experiences. With our commitment to career growth, learning benefits, and a positive work environment, you will have the support and resources you need to succeed and thrive in your role. Apply now to join our team and become a part of our mission to protect homes and loved ones through cutting-edge, camera-based home security solutions.