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

Welcome to blithequark

At blithequark, we're on a mission to revolutionize the way people experience food. Founded on the principle that food should nourish both body and soul, we've created a platform that connects the world with the source of truly great food: chefs. Today, we deliver millions of meals a year, crafted with passion and care, to homes and businesses across the country. Our goal is to empower chefs to nourish the world, and we're expanding our reach beyond delivery to become an innovative marketplace that brings people together through the power of food.

Our B2B team operates like a startup within blithequark, charting a bold new path by bringing exceptional culinary experiences to businesses, organizations, and their employees. We're a fast-paced, entrepreneurial team that values innovation, creativity, and a customer-first mindset. If you're passionate about delivering exceptional customer experiences and want to be part of a dynamic team that's changing the food industry, we want to hear from you.

About the Role

As a B2B Customer Experience Manager at blithequark, you'll own the full client experience journey for our corporate customers across our Cold Meal and Smart Fridge product lines. Your goal will be to deliver an exceptional, scalable, and human experience that delights our clients and drives long-term value for our business. You'll work closely with our Sales, Ops, Product, and Support teams 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.

This role reports directly to the Head of B2B, with opportunities to hire, train, and manage sales representatives in the future. You'll be a key player in shaping our customer experience strategy and executing it with precision and passion.

Key Responsibilities

Customer Experience Strategy & Execution

• Manage and continuously improve the full B2B customer support journey, leveraging tools like Zendesk, chat, email, and 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, ensuring a seamless and high-touch experience for our clients
• Own customer satisfaction KPIs such as CSAT, response/resolution times, and ticket categories, using data to inform strategic decisions

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

Customer Feedback & Insights

• Track issue types, support themes, and friction points, compiling monthly reports and recommendations to inform strategic decisions
• Review post-activation and quarterly client surveys to gather insights on satisfaction and areas of improvement
• Proactively identify accounts showing friction and flag them to Sales or Account managers, ensuring timely intervention and resolution

Field Launch Event & Tasting Coordination

• Create the Tasting Experience for Smart Fridge products, coordinating and executing tastings with new clients or prospects
• Manage logistics, menu curation, and guest experience for each event, ensuring a memorable and engaging experience for our clients
• Collect feedback and track activation metrics such as attendance, conversion rate, and NPS, using data to inform future events and activations
• Partner with Sales or AM to follow up and turn tastings into successful activations, driving long-term value for our business

Support Upsell Readiness (without owning sales)

• Track satisfaction signals and account health, surfacing upsell opportunities to Account Managers and ensuring timely intervention and resolution
• Partner with internal stakeholders to ensure we're creating long-term value for key clients, driving retention and growth

Essential Qualifications

• 4+ years in customer experience, hospitality, account management, or a client-facing role, with a proven track record of delivering exceptional customer experiences
• Experience managing support tools (Zendesk) and customer satisfaction programs (CSAT, NPS), with a strong understanding of customer experience metrics and KPIs
• Hospitality background preferred, with a proven ability to delight and engage clients in a fast-paced and dynamic environment
• Analytical mindset and ability to extract actionable insights from feedback and data, using data to inform strategic decisions and drive business outcomes
• Strong project management and cross-functional collaboration skills, with experience working with multiple stakeholders to achieve common goals
• Excellent written and verbal communication skills, with the ability to communicate complex ideas and concepts in a clear and concise manner
• 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, with a strong understanding of technology and its applications in customer experience
• Demonstrated empathy and a customer-first mindset, with a passion for delivering exceptional customer experiences and driving long-term value for our business

Preferred Qualifications

• Experience working in a fast-paced and dynamic environment, with a proven ability to adapt to changing circumstances and priorities
• Strong understanding of the food industry and its trends, with a passion for food and hospitality
• Experience working with multiple stakeholders, including sales, marketing, and product teams, to achieve common goals and drive business outcomes
• Strong analytical and problem-solving skills, with the ability to extract actionable insights from feedback and data
• Experience with customer experience platforms and tools, such as Zendesk, Salesforce, and Medallia

What We Offer

At blithequark, we're committed to creating a workplace that's inclusive, supportive, and empowering. We offer a range of benefits and perks to help our employees thrive, including:

• Health Insurance coverage, with a range of plans to suit your needs and preferences
• 401k Plan, with a competitive match to help you save for your future
• PTO policy and paid sick days, with unlimited PTO to ensure you have the time and flexibility you need to recharge and pursue your passions
• 5-year Sabbatical: After 5 years with blithequark, you'll receive a 4-week paid sabbatical to explore your interests and pursue your goals
• Family leave: 12 weeks for primary caregiver and 6 weeks for secondary caregiver, fully paid, to ensure you have the time and support you need to care for your loved ones
• Compassionate Leave: 3-5 days each time the need arises, to ensure you have the time and support you need to navigate life's challenges
• A generous amount of blithequark credits to enjoy our amazing meals, added to your account monthly, to help you experience the best of our platform and share it with your loved ones
• Wellness perks: access to a nutritional coach and fitness subsidies to build a healthy lifestyle, to help you prioritize your well-being and achieve your health and wellness goals
• Personalized Spanish coach, to help you develop your language skills and explore new cultures
• Award-winning company culture, with a range of social events, team-building activities, and community outreach programs to help you connect with your colleagues and make a positive impact in your community

Compensation

We offer a competitive compensation package, with a pay range of $130,000 - $150,000 OTE per year, depending on your experience, skills, and qualifications. We're committed to fairness and transparency in our compensation practices, and we'll work with you to determine a salary that reflects your value to our team and our business.

How to Apply

If you're passionate about delivering exceptional customer experiences and want to be part of a dynamic team that's changing the food industry, we want to hear from you. Please submit your application, including your resume, cover letter, and any other relevant materials, to be considered for this exciting opportunity. We can't wait to hear from you and explore how you can contribute to our mission to empower chefs to nourish the world.

blithequark is an Equal Opportunity Employer. We are dedicated 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.