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 ev...