Customer Success Manager

This is a fully remote position, open to applicants in New York.

📋 Description

• Manage a portfolio of business clients throughout the entire customer lifecycle, from onboarding and product education to renewal and expansion.

• Comprehend customer objectives and assist them in adopting Blinq within their teams.

• Facilitate discussions regarding the renewal and growth of customer accounts.

• Oversee onboarding and rollout strategies, establishing clear objectives for implementing Blinq across teams.

• Conduct product knowledge sessions, feature demonstrations, and webinars designed for administrators and team members.

• Develop relationships with customer advocates, budget holders, and decision-makers.

• Utilize product usage data and customer interactions to pinpoint barriers to adoption, renewal threats, and growth possibilities.

• Manage renewals, including pricing and commercial negotiations, while coordinating strategies to mitigate churn or contraction risks.

• Expand accounts by discovering opportunities in additional teams, departments, and locations.

• Keep account plans, customer health records, renewal projections, and expansion prospects updated in the CRM.

• Collaborate with Support, Product, and Engineering to address escalations and maintain communication with customers.

• Enhance playbooks and thoughtfully leverage AI and automation to manage the portfolio.

• Transform customer insights into improvements in products and processes.

⛳️ Requirements

• Proven experience in Customer Success or Account Management within the B2B SaaS sector, focusing on customer outcomes and commercial results.

• Demonstrated success in enhancing adoption rates, retaining customers, and expanding existing accounts.

• Confidence in leading discussions around renewal, pricing, and expansion, backed by sound commercial judgment.

• Proficient in utilizing customer, product, and revenue data to prioritize tasks and gauge impact.

• Excellent communication skills for conducting product training, managing challenging conversations, and engaging with senior decision-makers.

• Strong organizational skills and follow-through when handling a large portfolio.

• Practical knowledge of AI and automation applications.

• Demonstrated ownership, curiosity, and the ability to work independently in a remote and fast-paced environment.

• Experience facilitating rollouts across multiple departments, locations, or larger employee groups.

🏝️ Benefits

• Competitive salary with a clear growth trajectory; both role and compensation increase with company growth.

• Generous paid time off (PTO) accompanied by a flexible policy to accommodate life's unpredictabilities.

• Opportunities for team offsites, dinners, and game nights.

• Comprehensive health, dental, and vision insurance coverage.

• 20 days of annual leave.

• Access to a 401(k) retirement savings plan.

• Healthcare benefits.