Senior Customer Experience and Programs Manager – Driving Customer Advocacy and Business Growth through Strategic Program Development and Leadership

Introduction to blithequark At blithequark, we are on a mission to revolutionize the way people access and experience mental healthcare, breaking down barriers and making it more accessible to those who need it. Our goal is ambitious, and to achieve it, we need talented and dedicated professionals who share our vision and are passionate about making a difference. As part of our team, you will be at the forefront of this revolution, contributing your skills and expertise to help us drive meaningful change and improve lives. About the Role We are seeking an experienced and highly skilled Senior Customer Programs Manager to join our team. In this critical role, you will be responsible for designing, developing, and leading high-impact customer programs that drive customer advocacy, lifecycle marketing, and internal change management. Your expertise will be instrumental in helping us build strong, lasting relationships with our customers and in driving business growth through strategic program development and execution. Key Responsibilities Design and lead cross-functional initiatives from strategy to execution, ensuring alignment with our business objectives and customer needs. Develop and implement customer advocacy programs that foster loyalty, engagement, and retention, leveraging your knowledge of customer marketing principles and best practices. Utilize Salesforce and Gainsight to operationalize programs, analyzing data and metrics to inform program optimization and improvement. Collaborate with diverse stakeholders across the organization, including sales, marketing, and customer success teams, to drive clarity, alignment, and influence. Lead internal enablement and change management rollouts, ensuring that our teams are equipped with the knowledge, skills, and resources needed to support our customer programs and initiatives. Manage multiple projects simultaneously, prioritizing tasks and deadlines to ensure timely and successful program execution. Stay up-to-date with industry trends, best practices, and new technologies, applying this knowledge to continuously improve our customer programs and stay ahead of the competition. Essential Qualifications To be successful in this role, you will need: At least 5 years of experience in customer programs, customer marketing, or program/project management, ideally in a B2B SaaS environment. A proven track record of managing cross-functional initiatives from strategy to execution, with a strong focus on customer advocacy and lifecycle marketing. Strong experience with Salesforce and Gainsight, including 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. Experience leading internal enablement or change management rollouts, with a strong understanding of the principles and best practices of organizational change management. Preferred Qualifications While not essential, the following qualifications are highly desirable: Experience working in a fast-paced, high-growth environment, with a proven ability to thrive in ambiguous and dynamic situations. 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. A strong understanding of customer marketing principles and best practices, including customer journey mapping, persona development, and content marketing. Skills and Competencies To succeed in this role, you will need to possess a unique blend of skills and competencies, including: Strategic thinking: The ability to think critically and strategically, developing programs and initiatives that drive business growth and customer engagement. Collaboration and influence: The ability to work effectively with diverse stakeholders, influencing and aligning teams to achieve common goals and objectives. Communication and interpersonal skills: Excellent communication and interpersonal skills, with the ability to communicate complex ideas and concepts to both technical and non-technical audiences. Project management and organization: Highly organized and detail-oriented, with strong project management and prioritization skills. Adaptability and resilience: The ability to thrive in a fast-paced, dynamic environment, with a strong ability to adapt to changing circumstances and priorities. Career Growth and Learning Benefits At blithequark, we are committed to the growth and development of our employees, providing opportunities for learning, career advancement, and professional development. As a Senior Customer Programs Manager, you will have access to: Professional development opportunities, including training, mentorship, and coaching. Career advancement opportunities, with a clear path for growth and progression within the organization. Access to industry events, conferences, and workshops, providing opportunities for networking and learning. A culture of innovation and experimentation, encouraging creativity, risk-taking, and continuous learning. Work Environment and Company Culture At blithequark, we pride ourselves on our positive, supportive, and inclusive work environment, with a strong focus on employee well-being and satisfaction. Our company culture is built on the following values: Collaboration and teamwork: We believe in the power of collaboration and teamwork, working together to achieve common goals and objectives. Innovation and creativity: We encourage innovation, creativity, and experimentation, providing a safe and supportive environment for trying new things. Customer-centricity: We are passionate about delivering exceptional customer experiences, putting the needs of our customers at the forefront of everything we do. Diversity, equity, and inclusion: We are committed to building a diverse, equitable, and inclusive workplace, where everyone feels valued, respected, and empowered to contribute. Compensation, Perks, and Benefits At blithequark, we offer a comprehensive compensation and benefits package, including: Competitive salary and bonus structure. Comprehensive health, dental, and vision benefits. Employer-sponsored 401(k) match of up to 2% for retirement planning. Yearly allotment of no-cost visits to our network of therapists, coaches, and medication management providers. Competitive paid time off policies, including parental leave and flexible work arrangements. Access to a range of perks and benefits, including Noom, Carrot, Wellhub, and BrightHorizons. Up to $1,000 professional development reimbursement per year. Donation matching of up to $200 per year. Conclusion If you are a motivated, experienced, and passionate customer programs professional looking to make a difference in the lives of others, we encourage you to apply for this exciting opportunity to join our team at blithequark. As a Senior Customer Programs Manager, you will play a critical role in driving customer advocacy, lifecycle marketing, and internal change management, contributing to the growth and success of our organization. Don't miss this chance to be part of a dynamic, innovative, and customer-centric team – apply today to take the first step in your journey with blithequark!