Customer Success Manager
Manage a portfolio of B2B SaaS customers as a strategic advisor, driving adoption, renewals, expansion, and long-term value. The role requires customer success experience, strong relationship-building and communication skills, commercial confidence, and technical fluency.
About the job
Responsibilities
- Manage a portfolio of customers as a strategic partner, helping them achieve business goals and maximize value from Blink.
- Develop a deep understanding of customers’ objectives, challenges, and industry trends.
- Provide strategic recommendations to drive value, adoption, and long-term satisfaction.
- Build and nurture relationships with stakeholders, from day-to-day users to executive sponsors.
- Lead renewal and expansion conversations, identify growth opportunities, and reduce churn.
- Create value-led business cases to promote adoption of additional features or services.
- Collaborate with Product and Engineering to represent customer needs and inform the product roadmap.
- Deliver webinars, training sessions, and reusable content to support scalable customer success.
Requirements
- Proven experience in a Customer Success role within a B2B SaaS business.
- Experience managing the full customer lifecycle, including renewals and upsell conversations.
- Proactive, growth-oriented mindset and enthusiasm for contributing to a scaling Customer Success team.
- Empathy, strong listening skills, and a customer-first attitude.
- Ability to work independently with excellent time management and discipline.
- Strong technical and digital skills, including the ability to automate tasks using online tools.
- Experience working in a metrics-driven environment with a results-oriented approach.
- Competitive spirit, willingness to learn, and drive to exceed expectations.
Compensation and Benefits
- Competitive salary.
- Stock options, including additional annual high-performer grants.
- 25 days’ leave plus public holidays.
- Additional time off between Christmas and New Year.
- Private healthcare with AXA.
- 3% employer pension contribution when contributing 5%.
- Cycle to Work scheme.
- Social events.
- Enhanced parental leave.
Skills
B2B SaaS, Customer Success, Customer Lifecycle Management, Renewals, Upselling, Customer Adoption, Churn Reduction, Webinars, Product Roadmapping
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