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