Customer Success & Support Associate

Blink - The Employee App; London; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading company in digital workplace solutions seeks a Customer Experience Manager to ensure exceptional service for SMEs. This hybrid role involves customer advocacy, renewals, and leveraging insights to enhance engagement. Join a motivated team committed to creating impactful solutions and enjoy benefits like competitive salary, healthcare, and a focus on learning and development.

Benefits

Competitive salary and equity

25 days off plus public holidays

Learning & development focus

Private healthcare

Ride2Work

Pension scheme

Qualifications

• 2+ years of experience in a customer-facing role, ideally in SaaS.
• Exceptional communication skills, both verbal and written.

Responsibilities

• Act as the first point of contact for SMEs and Blink admins.
• Own renewals and identify upsell opportunities.
• Continuously improve the customer experience.

Skills

Communication

Problem Solving

Customer Advocacy

Education

2+ years in customer-facing role

Tools

CRM tools

Intercom

Hubspot

Zendesk

Job description

NB: This is a London based role - the successful candidate should be based in or around London, and be happy to work from our Old Street office 3 days per week.

Blink is a pioneering digital workplace platform that transforms intranets into dynamic, personalized employee experiences. We're at the forefront of workplace evolution, providing innovative solutions that connect entire workforces and deliver unprecedented insights into employee engagement and behaviour.

What will you be doing?

As a part of our Customer Success team across the UK, USA and Australia, you’ll play a key role in ensuring our customers have an incredible experience with Blink and maximise the platform. As a Customer Experience Manager, you’ll be the first point of contact for our small and midsize (SME) customers, and Blink admins, ensuring they feel supported and valued. You’ll also be responsible for SME renewals, expansion opportunities and driving customer advocacy. This role is a hybrid of Customer Success and Customer Support, reporting into the Head of Customer Success, EMEA.

Your responsibilities will include:

• Act as the first point of contact for all SMEs and Blink admins, delighting with exceptional service while meeting Service Level Agreement (SLAs).
• Develop a deep understanding of the Blink platform, proactively sharing best practices to help customers realise maximum value.
• Leverage data and insights to optimise the 1:Many customer experience, identifying opportunities for digitalisation, automation and self-service enhancements.
• Assisting in 1:Many communication methods, such as via Intercom, ‘office hours’ and webinars to increase engagement and expansion opportunities.
• Own renewals and identify upsell and expansion opportunities, ensuring SME customers continue to grow with Blink.
• Advocate for our SME customers and admins, ensuring their feedback and needs are represented across the wider business
• Proactively update and maintain documentation, help articles and internal knowledge bases, ensuring customers have access to up-to-date resources.
• Manage escalations effectively, working cross-functionally with Product, Support, and Engineering to ensure timely issue resolution.
• Continuously improve the customer experience, contributing to the evolution of Blink’s engagement strategies for your assigned accounts.

About you

The successful candidate will be resourceful, curious and a fast learner who loves working with customers. You’ll quickly understand customer needs, empathise with challenges, and proactively drive solutions. We're also looking for:

• 2+ years of experience in a customer-facing role, ideally in SaaS or a fast-paced technology environment.
• Exceptional communication skills, both verbal and written, and not afraid to pick up the phone!
• A proactive, problem-solver, able to anticipate customer needs and spot opportunities for improvement.
• Is passionate about technology and wants to do good in the world.
• Experience working with CRM and support tools (e.g., Intercom, Hubspot, Zendesk) is a plus.
• Highly organised and adaptable, able to manage multiple customer interactions and priorities effectively.
• Track record of being the star performer on a team and exceeding the goals you set yourself - we want to win, and we want you to win!

About us

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 and learn as much as we can from one another, through knowledge sharing and healthy debate.

What we offer

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 – and equity in the company.
• 25 days a year off (plus public holidays!).
• Learning & development focus, plus mentorship options. We’ll do everything we can to get you to the top of your game.
• Private healthcare, Ride2Work, pension scheme.

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