Senior Manager, Customer Service and Success – Leading Customer Experience Transformation 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. As a leader in this innovative industry, blithequark is committed to delivering exceptional customer experiences through its world-class products and services. The home security market is rapidly evolving, with technological advancements and shifting consumer expectations driving the need for seamless, intuitive, and reliable security solutions. At the heart of this transformation is the customer, and blithequark is dedicated to ensuring that every interaction with its brand is nothing short of exceptional. About the Role blithequark is seeking an experienced and visionary Senior Manager of Customer Service to join its dynamic Customer Service organization. As a pivotal member of the team, you will lead the Customer Success team and be responsible for setting the strategic direction to ensure customers have a seamless and exceptional experience with blithequark's products and services. This role is not just about managing customer service; it's about driving transformation, innovation, and excellence in every aspect of the customer journey. Key Responsibilities Spearhead the strategy and execution for the Customer Success team to deliver frictionless support and enable customer satisfaction, ensuring that every customer interaction reflects blithequark's commitment to excellence. Collaborate closely with Product, Engineering, and other departments to advocate for customer needs and enhance the overall product experience, fostering a culture of customer obsession across the organization. Identify opportunities to streamline processes, optimize resources, and drive continuous improvements in the service delivery model, leveraging data-driven insights and best practices to inform decision-making. Build and nurture a high-performing team of technical customer service professionals, fostering a culture of innovation, excellence, and continuous learning, and recognizing achievements while providing coaching and development opportunities. Use data-driven insights to make informed decisions and implement proven customer success best practices, ensuring that every strategy and initiative is grounded in a deep understanding of customer needs and preferences. Represent the voice of the customer and serve as a strategic partner to key stakeholders, influencing the product roadmap and ensuring that customer needs are at the forefront of every business decision. Measure, achieve, and communicate agreed-upon key performance indicators, maintaining a relentless focus on delivering exceptional customer experiences and driving business success. Understand and address customer experience outliers in real-time, demonstrating a proactive and results-oriented approach to customer service and success. Lead and inspire a culture of customer obsession and excellence within the organization, serving as a role model for proactive and results-oriented leadership and fostering a sense of community and shared purpose across the team. Collaborate directly with leadership from numerous Customer Success teams to manage existing development and implement AI into workflows, evolving the customer experience and driving innovation in every aspect of the business. A Day in the Life As the Senior Manager of the Customer Success team at blithequark, your day is filled with strategic responsibilities designed to ensure exceptional customer experiences. You start your day by reviewing customer service metrics and identifying areas for improvement, using data-driven insights to inform your decisions and drive strategic initiatives. You then meet with your Customer Success team to discuss key customer pain points and strategize ways to address them efficiently, fostering a culture of collaboration and innovation across the team. Throughout the day, you collaborate closely with the Product, Engineering, and other cross-functional teams, advocating for customer needs and providing valuable insights to influence the product roadmap and enhance the overall customer experience. You streamline processes, optimize resources, and drive continuous improvements, building and nurturing a high-performing team of technical customer service professionals and fostering a culture of innovation and excellence. About the Team blithequark's Customer Service team is dedicated to delighting customers and improving their experience with blithequark's products through outstanding service and 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 the CS organization, ensuring that every customer interaction reflects blithequark's commitment to exceptional service and customer satisfaction. Essential Qualifications 10+ years of experience managing Contact Center Technical support teams for consumer products, with a proven track record of driving customer success and achieving business objectives. 10+ years of experience managing Customer Success teams within a tech company, for consumer products, with a deep understanding of customer needs and preferences. Proactive, results-oriented mindset, with a commitment to driving customer success and achieving business objectives, and a passion for delivering exceptional customer experiences. Excellent communicator both verbally and written, with an ability to deliver presentations and influence, and manage collaborators at all levels (technical, business, executive), and a strong ability to build and maintain relationships with key stakeholders. Applied experience with CSAT methodologies, (Linkert, Binary, Rating, Semantic Differential) and methods, CSAT, NPS, CES, with a deep understanding of customer experience metrics and analytics. Experience with Salesforce Service Cloud, Enlightened CSAT, Tethr CSAT AI, Qualtronix, Delighted, Survey Monkey, etc., with a strong ability to leverage technology to drive customer success and improve the customer experience. 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.), with a strong ability to analyze data and drive insights to inform decision-making. Preferred Qualifications Fluent in Spanish both written and verbal, with a strong ability to communicate with diverse customer populations and drive customer success across multiple languages and cultures. Proven leadership skills, with a focus on partnering with both leaders across the organization and direct reports, and a strong ability to build and maintain relationships with key stakeholders. Demonstrated track record of building teams and designing processes to improve customer experience, with a deep understanding of customer needs and preferences, and a passion for driving innovation and excellence in every aspect of the business. Ability to thrive in a fast-paced and dynamic work environment, adapting quickly to changing priorities and business needs, and a strong ability to prioritize tasks and manage multiple projects simultaneously. Strong leadership skills with the ability to inspire and motivate teams in a fast-paced and dynamic environment, and a strong ability to foster a culture of innovation, excellence, and continuous learning across the team. Skills and Competencies To succeed in this role, you will need to possess a unique blend of skills and competencies, including: Strong leadership and management skills, with a proven track record of building and leading high-performing teams. Excellent communication and interpersonal skills, with a strong ability to build and maintain relationships with key stakeholders. Deep understanding of customer needs and preferences, with a passion for delivering exceptional customer experiences. Strong analytical and problem-solving skills, with a ability to analyze data and drive insights to inform decision-making. Ability to thrive in a fast-paced and dynamic work environment, adapting quickly to changing priorities and business needs. Strong ability to prioritize tasks and manage multiple projects simultaneously, with a focus on delivering results and driving business success. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees, and we offer a range of career growth opportunities and learning benefits to help you achieve your career goals. As a Senior Manager of Customer Success, you will have the opportunity to: Develop your leadership and management skills, with a focus on building and leading high-performing teams. Expand your knowledge of customer experience metrics and analytics, with a deep understanding of customer needs and preferences. Stay up-to-date with the latest trends and technologies in customer service and success, with a focus on driving innovation and excellence in every aspect of the business. Build and maintain relationships with key stakeholders, with a strong ability to communicate and influence at all levels of the organization. Drive business success and achieve results, with a focus on delivering exceptional customer experiences and driving revenue growth. Work Environment and Company Culture At blithequark, we are committed to creating a work environment that is inclusive, diverse, and supportive of all employees. We believe that our employees are our greatest asset, and we are dedicated to providing a workplace that is engaging, challenging, and rewarding. As a Senior Manager of Customer Success, you will be part of a dynamic and fast-paced team that is passionate about delivering exceptional customer experiences and driving business success. Our company culture is built on a set of core values that include: Customer obsession: We are dedicated to delivering exceptional customer experiences and driving customer success. Innovation: We are committed to staying ahead of the curve and driving innovation in every aspect of the business. Excellence: We strive for excellence in everything we do, from the products we develop to the services we provide. Teamwork: We believe that teamwork is essential to achieving our goals, and we are committed to building and maintaining strong relationships with our colleagues and partners. Integrity: We are dedicated to operating with integrity and transparency, and we are committed to doing what is right for our customers, employees, and stakeholders. Compensation, Perks, and Benefits At blithequark, we offer a competitive compensation package that includes a salary, bonus, and benefits. We also provide a range of perks and benefits to help you achieve a healthy work-life balance and support your overall well-being. These may include: Flexible working hours and remote work options. Comprehensive health and wellness programs, including medical, dental, and vision coverage. Retirement savings plans, including 401(k) matching. Paid time off and holidays, including vacation, sick leave, and family leave. Professional development opportunities, including training, education, and career advancement programs. Access to the latest technologies and tools, including software, hardware, and equipment. Recognition and reward programs, including bonuses, awards, and public recognition. Conclusion If you are a motivated and experienced customer service professional who is passionate about delivering exceptional customer experiences and driving business success, we encourage you to apply for the Senior Manager, Customer Service and Success role at blithequark. This is a unique opportunity to join a dynamic and fast-paced team that is committed to innovation, excellence, and customer obsession. As a Senior Manager of Customer Success, you will have the opportunity to make a real impact on the business and drive customer success in a rapidly evolving industry. Don't miss out on this exciting opportunity to join the blithequark team and take your career to the next level. Apply for this job