Customer Success & Support Associate

Blink - Employee Experience Platform; London; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

Join a pioneering digital workplace platform as a Customer Success & Support Associate. You will ensure an incredible experience for customers, manage renewals, and advocate for their needs. This hybrid role requires strong communication skills and a proactive approach to problem-solving.

Benefits

Competitive salary and equity

25 days off per year

Focus on learning & development

Private healthcare

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 all SMEs and Blink admins.
• Own renewals and identify upsell and expansion opportunities.

Skills

Communication

Problem-Solving

Customer Advocacy

Tools

CRM

Intercom

Hubspot

Zendesk

Job description

Join to apply for the Customer Success & Support Associate role at Blink - Employee Experience Platform

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 maximize 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:

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

Requirements

About you

The successful candidate will be resourceful, curious, and a fast learner who loves working with customers. You'll quickly understand customer needs, empathize 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
• 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 organized and adaptable, able to manage multiple customer interactions and priorities effectively
• Track record of being the star performer on a team and exceeding goals — we want to win, and we want you to win!

Benefits

About us

We're a motivated and ambitious team, all different, but united by these traits. We work closely and value each other's opinions. Most of all, we learn 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 off per year (plus public holidays!)
• Focus on learning & development, plus mentorship options to help you reach the top of your game
• Private healthcare, Ride2Work scheme, pension scheme

At Blink, we're committed to creating an inclusive and diverse culture where everyone feels they truly belong. We value individual differences, and all applications will be considered fairly and equally, regardless of ethnicity, religion, gender, gender identity or expression, sexual orientation, nationality, disability, or age.