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: VP of Client Services (VP, CS)

Department: Client Services / Delivery

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