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 looking for 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 and 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 strive to deliver exceptional service experiences that exceed our customers' expectations. We are committed to innovation, teamwork, and customer satisfaction, and we are looking for a talented Senior Manager of Customer Success to join our team.

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.

Key Responsibilities

• Develop and execute the strategy for the Customer Success team to deliver frictionless support and enable customer satisfaction.
• Collaborate with cross-functional teams, including 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.
• 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 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 our Head of Customer Service and lead the Customer Success team within our Customer Service organization. You will be responsible for ensuring that 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 and results-oriented mindset, with a commitment to driving customer success and achieving business objectives.
• Excellent communication skills, 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, including Linkert, Binary, Rating, and Semantic Differential methods, CSAT, NPS, CES.
• Experience with Salesforce Service Cloud, Enlightened CSAT, Tethr CSAT AI, Qualtronix, Delighted, Survey Monkey, etc.
• Intermediate-level experience with Excel or Tableau, including pivot tables and 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.

What We Offer

At blithequark, we are committed to creating a diverse and inclusive workplace. We offer a range of benefits and perks, including:

• Competitive compensation and benefits package.
• Opportunities for career growth and professional development.
• Collaborative and dynamic work environment.
• Flexible work arrangements, including remote work options.
• Access to cutting-edge technology and tools.
• Recognition and rewards for outstanding performance.

How to Apply

If you are a motivated and experienced Senior Manager of Customer Success looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. Please submit your resume and a cover letter outlining your qualifications and experience.

We look forward to hearing from you and exploring how you can contribute to our team's success!