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For Companies At a Glance
- Tasks: Lead client onboarding, manage relationships, and ensure project success.
- Company: Join a dynamic tech company focused on customer success.
- Benefits: Competitive salary, flexible work options, and growth opportunities.
- Why this job: Make a real impact by enhancing client experiences and driving success.
- Qualifications: 7+ years in Customer Success or Account Management, strong communication skills.
- Other info: Collaborative environment with opportunities for professional development.
The predicted salary is between 48000 - 84000 £ per year.
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.
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.
Senior Customer Success Manager in London employer: Blink Tech Inc
Contact Detail:
Blink Tech Inc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Success Manager in London
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Senior Customer Success Manager role.
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to customer success. We recommend role-playing with a friend or using mock interview tools to boost your confidence and communication skills.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Think of specific examples where you’ve turned client challenges into success stories. We want to see how you can align customer outcomes with Blink's platform capabilities!
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can go a long way in keeping you top of mind. And remember, apply through our website for the best chance at landing that dream job!
We think you need these skills to ace Senior Customer Success Manager in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Senior Customer Success Manager role. Highlight your experience in customer success, project management, and relationship building, as these are key aspects of the job.
Showcase Your Communication Skills: As a CSM, you'll need to be a confident communicator. Use your application to demonstrate how you've effectively communicated with clients and internal teams in the past. Share specific examples that showcase your ability to build relationships.
Highlight Problem-Solving Abilities: We love proactive problem-solvers! In your application, mention instances where you've identified issues early and collaborated with teams to find solutions. This will show us that you can handle the challenges that come with the role.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensure you’re considered for the role. We can't wait to see what you bring to the table!
How to prepare for a job interview at Blink Tech Inc
✨Know the Company Inside Out
Before your interview, make sure you research Blink thoroughly. Understand their platform capabilities, customer success metrics, and recent developments. This will help you align your experience with their needs and show that you're genuinely interested in the role.
✨Prepare for Scenario-Based Questions
Expect to be asked about specific situations you've faced in previous roles. Think of examples where you've successfully managed client relationships, handled project coordination, or solved problems. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly.
✨Showcase Your Communication Skills
As a Senior Customer Success Manager, strong communication is key. Practice articulating your thoughts clearly and confidently. Be ready to discuss how you've built relationships with clients and collaborated with cross-functional teams in the past.
✨Demonstrate Your Problem-Solving Abilities
Be prepared to discuss how you've tackled challenges in customer success or project management. Highlight your proactive approach to identifying risks and proposing solutions. This will show that you can think on your feet and are ready to ensure customer satisfaction.
