Experienced B2B Customer Experience Manager – Delivering Exceptional Corporate Client Journeys through Strategic Onboarding, Support, and Event Execution

About blithequark

Food has lost its soul to modern convenience, and with it, the power to nourish, inspire, and connect us. So, in 2018, blithequark was founded as the first-of-its-kind platform that connects the world with the source of truly great food: chefs. Today, blithequark delivers 35 million meals a year from the industry’s best chefs to homes all over the country. Fresh, ready-to-eat, and crafted with the passion that nourishes body and soul.

Unwilling to stop there, blithequark is expanding beyond delivery to become an ever-innovating marketplace focused on our singular mission: empower Chefs to nourish the world. This mission is at the heart of everything we do, from the way we source our ingredients to the way we design our customer experiences. We believe that by empowering chefs, we can create a more sustainable, equitable, and delicious food system for everyone.

Our expansion into the B2B market is a key part of this mission. By bringing our exceptional culinary experiences to businesses, organizations, and their employees, we can help to nourish and inspire a wider audience. Our B2B team operates like a startup within blithequark, with an entrepreneurial, fast-paced, and innovative approach that is charting a bold new path in the industry.

About the Team:

The B2B team at blithequark is a dynamic and collaborative group of professionals who are passionate about delivering exceptional customer experiences. We are a team that values creativity, innovation, and teamwork, and we are always looking for new ways to improve and grow. As a member of our team, you will have the opportunity to work closely with our sales, marketing, and product teams to develop and execute strategies that drive business growth and customer satisfaction.

This role will be reporting directly to the Head of B2B, with the opportunity in the future to hire, train, and manage sales representatives in your vertical. You will work closely with the Head of B2B, the sales, marketing, and product team around strategy and execution, and you will have the autonomy to make decisions and take ownership of your work.

The Role:

As the Customer Experience Manager, B2B at blithequark, you will own the full client experience journey for our corporate customers across the Cold Meal and Smart Fridge product lines. From onboarding to satisfaction tracking to events and issue resolution, your goal is to deliver an exceptional, scalable, and human experience that exceeds our customers' expectations and drives long-term loyalty and growth.

You’ll work closely with Sales, Ops, Product, and Support teams, leveraging your hospitality mindset and tech-savviness to build systems, gather insights, and elevate customer delight. You’ll also help design and execute tastings and activations to drive adoption, retention, and brand love, and you will be responsible for managing and continuously improving the full B2B customer support journey.

Key Responsibilities:

Customer Experience Strategy & Execution

• Manage and continuously improve the full B2B customer support journey (Zendesk, chat, email, feedback channels)
• Oversee issue resolution flow and coordinate cross-functional responses to maintain high-quality service standards
• Manage customer support and its customer support agents
• Own customer satisfaction KPIs such as CSAT, response/resolution times, and ticket categories
• Develop and implement strategies to improve customer satisfaction and reduce churn
• Collaborate with cross-functional teams to identify and prioritize customer experience initiatives

Onboarding & Menu Planning (Smart Fridge Only)

• Collaborate with Sales, AM, and Ops to create onboarding plans and Smart Fridge menus customized to each client’s needs and facility capabilities
• Lead the onboarding process for new Smart Fridge users, ensuring a seamless and high-touch implementation and activation
• Develop and maintain relationships with key stakeholders, including chefs, suppliers, and logistics partners
• Manage the menu planning process, including menu development, testing, and implementation

Customer Feedback & Insights

• Track issue types, support themes, and friction points; compile monthly reports and recommendations
• Review post-activation and quarterly client surveys gathered by accounts managers to review insights on satisfaction and areas of improvement
• Proactively identify accounts showing friction and flag them to Sales or Account managers
• Develop and implement strategies to address customer feedback and improve customer satisfaction
• Collaborate with cross-functional teams to identify and prioritize customer experience initiatives

Field Launch Event & Tasting Coordination

• Create the Tasting Experience for Smart Fridge products: coordinate and execute tastings with new clients or prospects
• Manage logistics, menu curation, and guest experience for each event
• Collect feedback and track activation metrics such as attendance, conversion rate, and NPS
• Partner with Sales or AM to follow up and turn tastings into successful activations
• Develop and maintain relationships with key stakeholders, including chefs, suppliers, and logistics partners

Support Upsell Readiness (without owning sales)

• Track satisfaction signals and account health, and surface upsell opportunities to Account Managers
• Partner with internal stakeholders to ensure we’re creating long-term value for key clients
• Develop and implement strategies to improve customer satisfaction and drive upsell opportunities
• Collaborate with cross-functional teams to identify and prioritize customer experience initiatives

Essential Qualifications:

• 4+ years in customer experience, hospitality, account management, or a client-facing role
• Experience managing support tools (Zendesk) and customer satisfaction programs (CSAT, NPS)
• Hospitality background preferred, with proven ability to delight and engage clients
• Analytical mindset and ability to extract actionable insights from feedback and data
• Strong project management and cross-functional collaboration skills
• Excellent written and verbal communication skills
• Familiarity with tools such as Google Workspace, Typeform/Tally (or other survey platforms), and basic automation platforms (Zapier, Airtable, Notion, etc.)
• Tech-savvy and excited to help scale operations through systems and process improvements
• Demonstrated empathy and a customer-first mindset

Preferred Qualifications:

• Experience working in a fast-paced, dynamic environment
• Knowledge of the food industry and culinary trends
• Experience with event planning and execution
• Strong understanding of customer experience principles and best practices
• Experience with data analysis and reporting
• Strong problem-solving and conflict resolution skills

Career Growth Opportunities and Learning Benefits:

At blithequark, we are committed to the growth and development of our team members. As a Customer Experience Manager, B2B, you will have the opportunity to develop your skills and expertise in customer experience, hospitality, and account management. You will also have the opportunity to work with a talented and dedicated team of professionals who are passionate about delivering exceptional customer experiences.

We offer a range of training and development programs, including workshops, webinars, and conferences, to help you stay up-to-date with the latest trends and best practices in customer experience. We also offer a range of career advancement opportunities, including promotions, lateral moves, and career development programs.

Work Environment and Company Culture:

At blithequark, we are proud of our company culture and work environment. We are a dynamic and collaborative team that values creativity, innovation, and teamwork. We believe in empowering our team members to take ownership of their work and to make decisions that drive business growth and customer satisfaction.

We offer a range of perks and benefits, including health insurance, 401k plan, PTO policy, and paid sick days. We also offer a range of wellness programs, including access to a nutritional coach and fitness subsidies, to help you maintain a healthy work-life balance.

Compensation, Perks, and Benefits:

We offer a competitive salary range for this position, with a pay range of $130,000 - $150,000 OTE per year. We also offer a range of perks and benefits, including:

• Health insurance coverage
• 401k plan
• PTO policy and paid sick days
• Unlimited PTO
• 5-year sabbatical: After 5 years with blithequark, you get a 4-week paid sabbatical
• Family leave: 12 weeks for primary caregiver and 6 weeks for secondary caregiver, fully paid
• Compassionate Leave: 3-5 days each time the need arises
• A generous amount of blithequark credits to enjoy our amazing meals, added to your account, monthly
• Wellness perks: access to a nutritional coach and fitness subsidies to build a healthy lifestyle
• Personalized Spanish coach

Conclusion:

If you are a motivated and experienced customer experience professional who is passionate about delivering exceptional customer experiences, we encourage you to apply for this role. As a Customer Experience Manager, B2B at blithequark, you will have the opportunity to work with a talented and dedicated team of professionals who are passionate about delivering exceptional customer experiences. You will also have the opportunity to develop your skills and expertise in customer experience, hospitality, and account management, and to advance your career in a fast-paced and dynamic environment.

At blithequark, we are committed to creating a community of inclusion and an environment free from discrimination or harassment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, citizenship status, protected veteran status, genetic information, or physical or mental disability.

We look forward to receiving your application and to discussing this opportunity further with you.