**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 a fast-paced environment where innovation and excellence are the norm? If so, we invite you to join blithequark, a leading provider of camera-based home security solutions, as our Senior Manager of Customer Service. At blithequark, we're committed to delivering world-class products and services that exceed our customers' expectations. As a Senior Manager of Customer Success, you'll play a pivotal role in shaping the strategic direction of our Customer Success team, ensuring that our customers have a seamless, exceptional experience with our products and services. You'll lead a high-performing team of technical customer service professionals, fostering a culture of innovation and excellence, and collaborating closely with cross-functional teams to advocate for customer needs and enhance the overall product experience. **About the Role** As the Senior Manager of Customer Success, you'll be responsible for spearheading the strategy and execution for the Customer Success team, delivering frictionless support and enabling customer satisfaction. You'll work closely with Product, Engineering, and other departments to identify opportunities to streamline processes, optimize resources, and drive continuous improvements in the service delivery model. You'll also build and nurture a high-performing team of technical customer service professionals, fostering a culture of innovation and excellence. **Key Responsibilities** * Spearhead the strategy and execution for the Customer Success team to deliver frictionless support and enable customer satisfaction * Collaborate closely with 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 * Measures, achieves, and communicates agreed-upon key performance indicators * Understands and addresses 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 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 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. You'll streamline processes, optimizing resources, and drive continuous improvements building and nurturing a high-performing team of technical customer service professionals fostering a culture of innovation and excellence, recognizing achievements and providing coaching to your team. **About the Team** blithequark is in the home security business to provide customers affordable products that protect their home and loved ones. Our CS team delights our customers and improves their experience with our product through outstanding service and customer obsession. The Sr. Manager Customer Success reports directly to blithequark's Head of Customer Service and leads the Customer Success team within our CS org, making sure we deliver against our promise of exceptional service. **Essential 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 **What We Offer** * Competitive salary and benefits package * Opportunity to work with a leading provider of camera-based home security solutions * Collaborative and dynamic work environment * Professional development and growth opportunities * Recognition and rewards for outstanding performance * Flexible work arrangements, including remote work options **How to Apply** If you're a customer-centric leader with a passion for driving exceptional experiences, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you! **Equal Employment Opportunity** 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. For individuals with disabilities who would like to request an accommodation, please visit [insert link]. Apply for this job