Customer Success Manager

Job Description:

• Own a portfolio of business customers across the full customer lifecycle, from onboarding and product education through renewal and expansion
• Understand customer goals and help them adopt Blinq across their teams
• Lead conversations about renewing and growing customer accounts
• Lead onboarding and rollout planning, setting clear goals for introducing Blinq across teams
• Run product knowledge sessions, feature walkthroughs, and webinars tailored to administrators and team members
• Build relationships with customer champions, budget owners, and decision-makers
• Use product usage data and customer conversations to identify adoption barriers, renewal risks, and growth opportunities
• Own renewals, including pricing and commercial discussions, and coordinate plans addressing churn or contraction risks
• Grow accounts by identifying opportunities in additional teams, departments, and locations
• Maintain account plans, customer health records, renewal forecasts, and expansion opportunities in the CRM
• Partner with Support, Product, and Engineering to resolve escalations and communicate with customers
• Improve playbooks and use AI and automation thoughtfully to manage the portfolio
• Turn customer insights into product and process improvements

Requirements:

• Experience in Customer Success or Account Management within B2B SaaS, owning both customer outcomes and commercial results
• Evidence of improving adoption, retaining customers, and growing existing accounts
• Confidence leading renewal, pricing, and expansion conversations, with sound commercial judgment
• Ability to use customer, product, and revenue data to prioritize work and measure impact
• Clear communication when running product training, navigating difficult conversations, or speaking with senior decision-makers
• Strong organization and follow-through across a large portfolio
• Practical approach to AI and automation
• Ownership, curiosity, and comfort working independently in a remote, fast-moving environment
• Experience supporting rollouts across multiple departments, locations, or larger employee populations

Benefits:

• Competitive salary and a real growth path; role and compensation grow with company growth
• Generous PTO plus a flexible policy for everything life throws at you beyond that
• Team offsites, dinners, and games nights
• Comprehensive health, dental, and vision coverage
• 20 days of annual leave
• Access to a 401(k) retirement plan
• Healthcare plan