Director of Customer Success

Director of Customer Success

Who We Want

We are seeking a Director of Customer Success to serve as a bridge between our customers and the company, leading and elevating our customer experience strategy. The ideal candidate has a proven track record in building and managing customer success teams, driving customer retention and satisfaction, and turning customer insights into actionable improvements. Blending leadership, customer advocacy, and data-driven decision-making to address customer needs will contribute to the company’s overall success.

Key Responsibilities

Customer Success Strategy & Leadership

• Own and refine Blink’s customer success strategy to drive adoption, satisfaction, retention, and expansion.
• Develop and standardize workflows for onboarding, engagement, and renewal aligned with Blink’s client lifecycle.
• Define and track KPIs to measure client health, team performance, and business impact, reporting insights to executive leadership.
• Partner with Sales, Product, Marketing, and Operations to ensure a seamless end-to-end client experience.
• Act as the voice of the customer to influence product development and internal priorities.
• Lead the development of scalable help resources—including help articles, FAQs, and product guides—to empower customers and reduce friction.

Team Leadership and Development

• Build, mentor, and scale a high-performing customer success team.
• Establish clear roles, development paths, and performance metrics.
• Provide coaching and feedback to foster growth, engagement, and a culture of ownership.
• Support hiring and onboarding to ensure rapid integration and success.

Client Engagement & Account Growth

• Serve as a senior point of contact for high-value and strategic accounts.
• Lead business reviews and client strategy sessions to align on goals and surface growth opportunities.
• Oversee and optimize client onboarding, training, and adoption programs.
• Drive upsell, cross-sell, and renewal strategy in coordination with Sales.
• Guide your team in identifying and executing customer expansion and referral opportunities.

Operational Excellence & Reporting

• Implement and manage tools (e.g., HubSpot, Intercom, CRM) to track client health and team activities.
• Analyze customer behavior and usage data to identify risks, inform strategy, and improve service delivery.
• Build dashboards and present trends and insights to stakeholders, using them to inform future planning.
• Create and maintain internal documentation, SOPs, and playbooks to ensure consistency and quality.

Qualifications

1. Bachelor’s degree in business, marketing, or a related field.
2. 7 years of experience in customer success, account management, or a related role.
3. 7 years managing teams in a fast-paced, tech or SaaS environment.
4. Proven track record of improving customer retention and satisfaction while driving revenue growth.
5. Strong leadership, communication, and relationship-building skills.
6. Data-driven with excellent problem-solving and decision-making abilities.
7. Proficient in customer success platforms (e.g., HubSpot, Intercom, Salesforce).
8. Eligible to work in the United States.
9. Fluent in English (written and verbal).
10. Flexible work schedule (availability for client time zones, team collaboration, and urgent issues).

Preferred Qualifications

1. Master’s degree (e.g., MBA or MS) in a relevant field.
2. Experience building or scaling customer success in a startup or high-growth SaaS company.
3. Familiarity with customer education, training, and onboarding platforms (e.g., Consensus, Loom).
4. Expertise in customer segmentation, lifecycle marketing, and value realization strategies.
5. Experience handling executive-level client relationships and driving enterprise-level outcomes.
6. Strong presentation and public speaking skills.
7. Certification in customer success (e.g., Gainsight, SuccessHACKER) is a plus.

These preferred qualifications are not mandatory but would be beneficial for the role and may give candidates an advantage during the selection process.

Why Join Blink?

1. Impact: Play a key role in scaling a high-growth event tech startup
2. Career Growth: Opportunity to shape customer success strategy and be considered for leadership roles
3. Innovation: Work with a cutting-edge platform transforming the events industry
4. Collaboration: Be part of a dynamic, fast-paced, high-energy team
5. Culture: Thrive in a family-oriented environment that values teamwork, mutual support and mutual respect
6. Compensation: Competitive salary, commission structure, and performance incentives

Additional Information

This job description in no way states or implies that these are the only duties to be performed by the employee incumbent in this position. The employee will be required to follow any other job-related instructions and to perform any other job-related duties. Open communication and feedback with the Principal is encouraged, especially as the job evolves.

A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities listed above are essential job functions and requirements and are subject to possible modification to accommodate individuals with disabilities reasonably. To perform this job successfully, the incumbent will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.

Equal Opportunity Employer

Blink Tech Inc provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.