Customer Success Team Lead

Blink - Employee Experience Platform; London; Hybrid; GBP 40,000 - 80,000; Full time

Job summary

Join a dynamic team dedicated to transforming the workplace for frontline employees! This role offers the chance to lead a high-performing customer success team while nurturing key strategic accounts. You will work closely with customers to maximize their experience and satisfaction with the innovative Blink platform. As part of a motivated and ambitious team, you will contribute to a meaningful mission while enjoying a supportive work environment. With a focus on learning and development, this is an exciting opportunity to grow your career in a scaling business that values individual contributions and fosters inclusivity.

Benefits

Competitive salary and equity

25 days off plus public holidays

Learning and development focus

Private healthcare

Ride2Work scheme

Pension scheme

Qualifications

• Demonstrated ability to manage and mentor a high-performing team.
• Strong experience nurturing enterprise customers in B2B SaaS.

Responsibilities

• Lead a high-performing customer success team and manage key strategic accounts.
• Build relationships with stakeholders and manage customer expansion.

Skills

Leadership experience

Customer success management

B2B SaaS experience

Technical and digital skills

Metric-driven environment experience

Autonomous working

Relationship building

Tools

Online automation tools

Job description

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

80%. That’s how many workers don’t have an office or desk. We interact with them every day: on the bus, in supermarkets, in the hospital. But when it comes to workplace technology, their needs have been largely ignored. Until now.

Blink is the world’s first workplace tool designed for frontline employees. Our award-winning platform transforms the working lives of society's most relied-on members.

What will you be doing?

Working with our Customer Success team across the UK, USA and Australia, you'll help us to take our customer-focused ethos to the next level. We’re building a world-class Customer Success function to nurture our customers, ensuring they are getting the most out of Blink. Your responsibilities will include:

• Lead and develop a high-performing UK customer success team, providing guidance, coaching, and support to team members to elevate their skills and ensure successful project outcomes.
• You will manage a very small portfolio of key strategic accounts.
• Understanding the business goals of our customers and maintaining expertise on industry trends/practices.
• Making strategic and practical recommendations to maximise the value, adoption and satisfaction our customers get from Blink.
• Building and maintaining relationships with multiple key stakeholders within our customers, at both an executive and day-to-day contact level.
• Managing the customer expansion and renewal processes, resulting in significant growth within our current customer base, and ensuring that customer churn remains as low as possible.
• Identifying customers’ needs and providing value-based business cases, to promote and upsell other Blink features and services.
• Working with the Blink product/tech teams to support and define the product roadmap based on customer feedback.
• Supporting with the delivery of insightful webinars, training and creating reusable collateral.

About you

The successful candidate will be resourceful, inquisitive, and a fast learner, who can easily connect with our customers. You’ll be able to pick up new concepts quickly and empathise with customer pain points. We're also looking for:

• Leadership experience, with a demonstrated ability to manage and mentor a team of high-performing professionals.
• Strong proven experience nurturing enterprise, high-value, complex customers within a B2B SaaS business.
• Someone excited to be involved in a scaling Customer Success function and business, where you can share ideas and drive growth.
• Empathetic and sincere about solving customer problems.
• The ability to work autonomously with excellent discipline.
• Strong technical and digital skills, able to automate tasks using online tools.
• Experience in a metric-driven environment.
• Relentless in pursuit of goals, competitive and ambitious.
• 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.