Senior Customer Experience and Programs Manager – Driving Customer Advocacy and Lifecycle Marketing Excellence at blithequark

Introduction to blithequark and Our Mission

At blithequark, we are pioneering a revolution in mental healthcare, dedicated to dismantling every barrier that hinders individuals from accessing the support they need. Our mission is built on the foundation of compassion, innovation, and a relentless pursuit of excellence. As we continue to grow and expand our reach, we are seeking a highly skilled and experienced Senior Customer Programs Manager to join our team. This critical role will be instrumental in designing and leading high-impact programs that foster customer advocacy, lifecycle marketing, and internal change management, ultimately driving our mission forward.

About the Role

The Senior Customer Programs Manager will play a pivotal role in our organization, responsible for developing, implementing, and managing comprehensive customer programs that enhance customer engagement, retention, and overall experience. This position requires a unique blend of strategic thinking, project management expertise, and exceptional communication skills. The ideal candidate will have a proven track record of managing cross-functional initiatives, a deep understanding of customer programs and marketing, and experience working in fast-paced, high-growth environments.

Key Responsibilities

• Design, develop, and execute multi-channel customer programs aimed at driving advocacy, engagement, and retention across the customer lifecycle.
• Collaborate with cross-functional teams, including sales, marketing, and customer success, to align programs with business objectives and ensure seamless execution.
• Utilize Salesforce and Gainsight to operationalize programs, track performance, and provide data-driven insights to inform future program development.
• Develop and maintain strong relationships with key stakeholders, including customers, internal teams, and external partners, to ensure program success and identify new opportunities for growth.
• Lead internal enablement and change management initiatives to ensure that all teams are equipped to support customer programs and company-wide objectives.
• Conduct regular program assessments, providing recommendations for improvement and implementing changes as needed to optimize program impact and efficiency.
• Stay abreast of industry trends, best practices, and new technologies to continuously enhance and expand customer programs.

Requirements and Qualifications

To be successful in this role, you will need:

• 5+ years of experience in customer programs, customer marketing, or program/project management, ideally within a B2B SaaS environment.
• A proven track record of managing complex, cross-functional initiatives from strategy to execution, with a focus on customer-centric programs.
• Strong technical skills, including proficiency in Salesforce and Gainsight, with the ability to operationalize programs within these platforms.
• Excellent communication and interpersonal skills, with the ability to influence, align, and drive clarity across diverse stakeholders.
• Highly organized and detail-oriented, with strong project management and prioritization skills, and the ability to thrive in fast-paced environments.
• Experience leading internal enablement or change management rollouts, with a focus on driving adoption and ensuring seamless execution.
• Proactive, collaborative, and resourceful, with a strong ability to work independently and as part of a team.
• Working knowledge of tools like Google Workspace (Docs, Sheets, Slides), project management platforms (e.g., Asana, Notion), and communication tools (e.g., Slack, Zoom).
• Ability to travel up to 5% of the year, as needed for team offsites or customer events.

Preferred Qualifications

While not required, the following qualifications are highly desirable:

• Experience working in the mental health or healthcare industry, with a deep understanding of the unique challenges and opportunities in this space.
• Advanced degree in Business Administration, Marketing, or a related field, with a focus on customer-centric programs and strategies.
• Certifications in program management, marketing, or a related field, demonstrating a commitment to ongoing learning and professional development.
• Experience with data analysis and insights, with the ability to inform program development and optimization with data-driven decision making.

Career Growth and Learning Benefits

At blithequark, we are committed to the growth and development of our team members. As a Senior Customer Programs Manager, you will have access to a range of learning and development opportunities, including:

• Professional development reimbursement, to support ongoing learning and career growth.
• Access to industry-leading training and certification programs, to enhance your skills and knowledge.
• Opportunities for mentorship and coaching, to support your career aspirations and provide guidance and feedback.
• A collaborative and dynamic work environment, with a team of experienced professionals who are passionate about mental health and customer experience.

Work Environment and Company Culture

At blithequark, we pride ourselves on our positive and inclusive company culture. We believe in fostering a work environment that is supportive, collaborative, and empowering, where all team members can thrive and grow. Our culture is built on the following core values:

• Compassion: We are dedicated to providing exceptional support and care to our customers, and to creating a work environment that is compassionate and empathetic.
• Innovation: We are committed to innovation and excellence, always seeking new and better ways to deliver our services and support our customers.
• Collaboration: We believe in the power of collaboration and teamwork, working together to achieve our goals and support each other's success.
• Integrity: We are guided by a strong sense of integrity and ethics, always acting with honesty, transparency, and respect for our customers, team members, and partners.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package, along with a range of perks and benefits that support the well-being and success of our team members. These include:

• Health, dental, and vision benefits, to support your physical and mental health.
• Employer-sponsored 401(k) match, to support your retirement planning and financial security.
• Access to a range of wellness programs and resources, including mental health support, fitness classes, and nutrition counseling.
• Competitive paid time off policies, to support your work-life balance and provide time for rest and relaxation.
• Parental leave and family support programs, to support your family's well-being and success.
• Access to professional development opportunities, to support your career growth and advancement.
• Donation matching and volunteer opportunities, to support your philanthropic efforts and give back to your community.

Conclusion

If you are a motivated and experienced customer programs professional, with a passion for mental health and customer experience, we encourage you to apply for this exciting opportunity. As a Senior Customer Programs Manager at blithequark, you will play a critical role in driving our mission forward, and will have the opportunity to make a meaningful impact on the lives of our customers and team members. Join our team and be part of a dynamic and innovative organization that is revolutionizing mental healthcare.