Senior Customer Success Manager

Senior Customer Success Manager Job Description

Who We Want:

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.

The ideal candidate will be a confident communicator, trusted advisor, and proactive problem-solver, with the ability to align customer outcomes with Blink's platform capabilities while ensuring smooth project execution across teams.

This role is both strategic and hands-on. You will collaborate closely with customers, attend in-person meetings when needed, and 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.

Reports To: Director of Client Services (DCS)

Department: Client Services / Delivery

Key Responsibilities:

1. Customer Onboarding & Implementation

   1. Lead onboarding for new customers, including platform configuration, user setup, and process alignment

   2. Continuously validate client goals and evolving priorities, flagging any conflicting information early and collaborating with internal teams to align and act quickly

   3. Deliver customized training and enablement for different user groups (admins, managers, end users)

   4. Act as the bridge between the client and Blink technical teams to support integrations and data alignment

   5. Build onboarding plans, kickoff agendas, and manage cadence with the client
      

2. Account Management & Relationship Building

   1. Serve as the primary day-to-day contact for assigned clients after handoff from Sales.

   2. Manage a portfolio of clients with accountability for satisfaction, renewal, and expansion

   3. Maintain strong stakeholder relationships through regular meetings, check-ins, and reviews

   4. Stay attuned to client goals and evolving priorities, capturing insights and feedback to inform continuous improvement and uncover new avenues for partnership or expansion

   5. Ensure alignment of client objectives with Blink platform outcomes
      

3. Project Management of Client Delivery

   1. Oversee execution of client-specific projects tied to onboarding, implementations, and event delivery

   2. Coordinate cross-functional teams (Client Implementation, Technical Project Managers, Event Ops, Professional Services) without directly managing technical sprints

   3. Track project milestones, deliverables, risks, and proactively propose resolutions to stay on target

   4. Align client-driven requirements with Blink's methodology and validate feasibility.

   5. Support day-of-execution coordination, aligning with Event Ops, Tech Support, and Delivery teams
      

4. Customer Advocacy & Engagement

   1. Monitor account health, usage patterns, and engagement metrics to address risks early

   2. Represent the client voice internally, influencing product enhancements and roadmap priorities

   3. Identify and support cross-sell and upsell opportunities by aligning needs with Blink solutions

   4. Capture and present post-event client debriefs, feedback, and upsell opportunities
      

5. Internal Collaboration & Communication

   1. Document client requirements, workflows, and feedback for internal teams

   2. Align with Account Executives, Directors, and Implementation teams during SOW, delivery, and closeout stages

   3. Share best practices and contribute to scalable customer success processes

   4. 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