[Hiring] Senior Customer Success Manager @Blink

Role Description

The Senior Customer Success Manager (CSM) owns the post-sale client experience across onboarding, adoption, relationship management, retention, and cross-functional delivery. This role combines high-level client relationship building with operational oversight and project coordination.

• Collaborate closely with customers and attend in-person meetings when needed
• Work cross-functionally with Blink teams (Product, Solutions, Support, Growth, Delivery, Tech, and Professional Services) to ensure customer success at every stage of their journey

Key Responsibilities

• Customer Onboarding & Implementation
  • Lead onboarding for new customers, including platform configuration, user setup, and process alignment
  • Continuously validate client goals and evolving priorities, flagging any conflicting information early and collaborating with internal teams to align and act quickly
  • Deliver customized training and enablement for different user groups (admins, managers, end users)
  • Act as the bridge between the client and Blink technical teams to support integrations and data alignment
  • Build onboarding plans, kickoff agendas, and manage cadence with the client
• Account Management & Relationship Building
  • Serve as the primary day-to-day contact for assigned clients after handoff from Sales
  • Manage a portfolio of clients with accountability for satisfaction, renewal, and expansion
  • Maintain strong stakeholder relationships through regular meetings, check-ins, and reviews
  • Stay attuned to client goals and evolving priorities, capturing insights and feedback to inform continuous improvement and uncover new avenues for partnership or expansion
  • Ensure alignment of client objectives with Blink platform outcomes
• Project Management of Client Delivery
  • Oversee execution of client-specific projects tied to onboarding, implementations, and event delivery
  • Coordinate cross-functional teams (Client Implementation, Technical Project Managers, Event Ops, Professional Services) without directly managing technical sprints
  • Track project milestones, deliverables, risks, and proactively propose resolutions to stay on target
  • Align client-driven requirements with Blink’s methodology and validate feasibility
  • Support day-of-execution coordination, aligning with Event Ops, Tech Support, and Delivery teams
• Customer Advocacy & Engagement
  • Monitor account health, usage patterns, and engagement metrics to address risks early
  • Represent the client voice internally, influencing product enhancements and roadmap priorities
  • Identify and support cross-sell and upsell opportunities by aligning needs with Blink solutions
  • Capture and present post-event client debriefs, feedback, and upsell opportunities
• Internal Collaboration & Communication
  • Document client requirements, workflows, and feedback for internal teams
  • Align with Account Executives, Directors, and Implementation teams during SOW, delivery, and closeout stages
  • Share best practices and contribute to scalable customer success processes
  • Coordinate with the Delivery and Professional Services teams on staffing, methodology, and quality control

Qualifications

• 7+ years of experience in Customer Success, Account Management, or Implementation in a SaaS or tech-enabled services environment
• Experience managing the full post-sale lifecycle, from onboarding through renewal
• Comfortable balancing strategic relationship management and tactical project coordination
• Strong project management skills, including milestone tracking, client-facing communication, and documentation
• Bachelor's degree in Business, Communications, Information Systems, or related field
• Ability to travel occasionally for client meetings and events

Preferred Qualifications

• Experience with B2B SaaS implementations and cross-functional delivery teams
• Familiarity with customer success metrics (NPS, CSAT, adoption rate, time-to-value)
• Prior experience in high-growth or startup organizations
• Exposure to Salesforce, Intercom, Looker, or similar platforms