Senior Manager, Customer Success and Experience Leadership - Driving Exceptional Service and Innovation at blithequark

Introduction to blithequark 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. With a relentless focus on innovation and customer satisfaction, blithequark is seeking an exceptionalSenior Manager of Customer Service to spearhead our Customer Success team. As a key member of our dynamic Customer Service organization, you will play a pivotal role in shaping the strategic direction of our customer experience, ensuring that every interaction with our world-class products and services is nothing short of exceptional.About the Role In this critical position, you will be responsible for leading our Customer Success team, identifying opportunities for growth, and driving the changes necessary to improve operational and organizational efficiency. Your expertise will be instrumental in developing strategic partnerships with cross-functional teams, providing valuable insights, and influencing the product roadmap to maximize the end-to-end customer experience. This is a unique opportunity to join a customer-obsessed organization and make a lasting impact on the lives of our customers.Key Responsibilities Spearhead the strategy and execution for the Customer Success team to deliver frictionless support and enable customer satisfaction, leveraging your expertise to drive continuous improvements in the service delivery model Collaborate closely with Product, Engineering, and other departments to advocate for customer needs, enhance the overall product experience, and foster a culture of innovation and excellence Identify opportunities to streamline processes, optimize resources, and drive efficiency, using data-driven insights to inform your decisions and implement proven customer success best practices Build and nurture a high-performing team of technical customer service professionals, recognizing achievements, providing coaching, and serving as a role model for proactive and results-oriented leadership Represent the voice of the customer and serve as a strategic partner to key stakeholders, measuring, achieving, and communicating agreed-upon key performance indicators and addressing customer experience outliers in real-time Lead and inspire a culture of customer obsession and excellence within the organization, collaborating 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 theSenior 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, identifying areas for improvement, and meeting 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 cross-functional teams, advocate for customer needs, provide valuable insights, and influence the product roadmap to enhance the overall customer experience. About the Team blithequark is committed to providing customers with affordable 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 customer obsession. As theSenior Manager of Customer Success, you will report directly to blithequark's Head of Customer Service and lead the Customer Success team within our CS organization, ensuring that we deliver against our promise of exceptional service. 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 CSAT methodologies and methods Proactive, results-oriented mindset, with excellent communication skills, both verbal and written, and the ability to deliver presentations and influence collaborators at all levels Applied experience with CSAT methodologies, such as Linkert, Binary, Rating, and Semantic Differential, as well as experience with Salesforce Service Cloud, Enlightened CSAT, Tethr CSAT AI, Qualtronix, Delighted, Survey Monkey, and other relevant tools Experience with Excel or Tableau at an intermediate level, with the ability to analyze data, identify trends, and inform business decisions Preferred Qualifications Fluency in Spanish, both written and verbal, with the ability to communicate effectively with diverse customer groups 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, with strong leadership skills and the ability to inspire and motivate teams What We Offer At blithequark, we are committed to providing a diverse and inclusive workplace, where every employee has the opportunity to grow, learn, and succeed.We offer a comprehensive range of benefits, including competitive compensation, generous perks, and ongoing learning and development opportunities. As a member of our team, you will be part of a dynamic and innovative organization that is shaping the future of home security. If you are a motivated and experienced customer service professional, with a passion for driving exceptional customer experiences, we encourage you to apply for this exciting opportunity. As aSenior Manager of Customer Success at blithequark, you will have the chance to make a lasting impact on our customers, our products, and our organization.Don't miss this opportunity to join a customer-obsessed team and take your career to the next level. To apply for this role, please including your resume and a cover letter, outlining your experience, skills, and qualifications. We look forward to hearing from you and exploring how you can contribute to the success of blithequark. Diversity and Inclusion blithequark is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We welcome applications from qualified candidates of all backgrounds, regardless of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.If you require an accommodation during the application process, please do not hesitate to contact us.