Customer Success Manager

📍 London-based | Hybrid (3 days/week in our Old Street office)

💚 Reporting to Head of Customer Success

We're not just closing the digital divide; we're reconnecting distributed organisations, enabling seamless communication, and re-engaging employees like never before. Blink, a mobile-first employee experience platform, puts everything employees need right in their hands. With teams in Boston, London, and Sydney, we're making waves worldwide, partnering with industry leaders like Domino’s, JD Sports and McDonald’s.

As part of our Customer Success team across the UK, US and Australia, you'll help us to take our customer-focused ethos to the next level. You’ll be the strategic partner to a portfolio of customers - guiding them to achieve their business goals while maximising the value they get from Blink. You'll play a crucial role in building strong relationships, driving adoption, and supporting customer growth.

Your responsibilities will include:

• Developing a deep understanding of each customer’s business objectives, challenges, and industry trends.
• Acting as a trusted advisor - offering strategic recommendations to drive value, adoption, and long-term satisfaction with Blink.
• Building and nurturing strong relationships with key stakeholders, from day-to-day users to executive sponsors.
• Leading renewal and expansion conversations, identifying growth opportunities, and reducing churn.
• Creating compelling, value-led business cases to promote adoption of additional features or services.
• Collaborating with our Product and Engineering teams to champion the voice of the customer and inform the product roadmap.
• Delivering engaging webinars, training sessions, and reusable content that supports scalable customer success.

The people who do well at Blink are naturally curious, customer-obsessed, and always looking to raise the bar. You ask the questions others don’t, and you care about helping customers succeed. You love solving problems, thrive in a fast-paced environment, and bring energy, initiative, and structure to everything you do.

Here’s what we’re looking for:

• Experience in a customer-facing or analytical role. You might come from customer success, support, customer experience, or business analysis, and be ready for your next step. B2B SaaS experience is a bonus, not a must.
• Confidence building relationships with people at every level, and an appetite to learn the commercial side, like renewals and expansion conversations.
• A proactive, growth-oriented mindset and excitement about contributing to a scaling CS team.
• Empathy, strong listening skills, and a customer-first attitude.
• The ability to work independently with excellent time management and discipline.
• Comfort with digital tools, and a knack for finding smarter ways to work.
• A results-focused approach, and comfort using data to spot what’s working and what isn’t.
• Curiosity, a hunger for learning, and a drive to keep getting better.

You don’t need to tick every box. This is a guide to what the role involves and the kind of person we think will do well in it. If you meet most of these and the role appeals to you, please apply.

We're a motivated and ambitious team, we're all different, but these traits tie us together. We work closely as a team and genuinely value each other's opinions. Most of all, we try to learn as much as we can from one another, through knowledge sharing and healthy debate.

You will have the opportunity to be part of something impactful, large-scale, and meaningful. Most importantly, you’ll work for a company with a strong purpose, with an ambitious team embarking on a journey most start-ups can only dream of!

Benefits include:

• Competitive salary.
• Stock options on starting and additional high performer grants annually! 
• 25 days’ leave + public holidays.
• Additional time off between Christmas and New Year.
• Private healthcare with AXA.
• 3% employer pension contribution when you contribute 5%.
• Cycle to Work scheme.
• Social events ( lunches, breakfasts, nights out).
• Enhanced parental leave.

At Blink, we're committed to creating an inclusive and diverse culture where our people feel they truly belong. We value and respect individual differences, so all applications will receive fair and equal consideration without regard to ethnicity, religion, gender, gender identity or expression, sexual orientation, nationality, disability or age