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.
We're in growth mode right now, and you’ll have the chance to shape our future as we transition into a global name.
What will you be doing?
Blink is dedicated to delivering exceptional customer experience and we’re looking for a dynamic and experienced VP of Customer Success to join our Boston office to lead and manage our UK and US based CS teams. You’ll drive customer satisfaction, retention, and growth whilst gleaning strategic insights that improve our product value and drive revenue growth through renewals, net retention and expansions.
Your mission is to empower our CS team to turn every Blink customer into a raving Blink advocate through inspirational leadership, translating business goals into mission critical priorities, designing and implementing scalable processes and setting measurable targets.
Responsibilities include:
Drive value for customers, through expertise, empathy and data-driven decision making
- Drive maximum value for Blink within our customers by understanding their business goals and utilising your deep industry knowledge to identify trends and best practices, and make strategic and tactical recommendations for optimisation
- Act as the escalation point for customer queries or concerns ensuring their prompt resolution and always focusing on their success and satisfaction
- Champion the voice of the customer within the organization, ensuring their needs and feedback influence key business decisions and product development
- Build and maintain strong, long-term relationships with key customers, focusing on their success and satisfaction.
Operational excellence
- Utilize data and analytics to measure and improve customer success metrics, such as customer satisfaction, churn rates, and net promoter scores.
- Develop and refine customer playbooks and processes to ensure consistent, high-quality customer experiences at each point in the customer journey, to drive growth and minimise churn whilst also enhancing the efficiency, scalability and effectiveness of the team.
Build, lead and inspire a High Performing Team
- Deliver transformational leadership that motivates and engages your team, fostering a positive, high-performance culture that attracts and retains A-player CSM’s and ensures they exceed expectations and meet ambitious targets
- Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization
- Support the professional growth and development of the Customer Success team
Lead the strategy for Customer Success
- Develop and execute a strategic vision for customer success that aligns with Blink’s overall business goals.
- Collaborate with executive leadership to influence company strategy and product development based on customer insights.
- Make informed decisions based on data insights to drive customer success initiatives and strategies.
Lead cross-functionally
- Build strong cross-functional relationships and develop a company-wide customer success motion integrating processes, content and data to/from internal stakeholders (e.g. Sales, Implementation, Marketing) to drive a seamless customer experience.
- Work closely with Product and Engineering teams to identify and track requests for future features and functionality, deliver insights and requirements for new features and manage customer expectations regarding delivery
About you
We're looking for someone who is ambitious and wants to develop in a fast-growing company. The successful candidate will be resourceful, inquisitive, a fast learner, with an ability to easily connect with a customer. You’ll be able to pick up new concepts quickly and empathise with customer pain points. We’re also looking for:
- Significant experience scaling a world class Customer Success team within a SaaS organisation, with proven success against revenue and customer renewal metrics.
- Deep understanding of customer-centric principles and a passion for delivering exceptional customer experiences. Ability to focus on user needs and a deep curiosity about the products that help to meet them
- A leader who motivates and inspires great performance and holds others accountable when expectations are not met.
- Strong strategic thinking skills with the ability to develop and execute customer success strategies, with a data-driven approach to measuring outcome and success.
- Excellent communicator in all mediums, with the ability to tailor communications to best suit the situation and achieve great outcomes, and work effectively across departments
- Adaptability to thrive in a fast-paced, rapidly changing environment, typical of a growing startup.
- Demonstrable resilience and the ability to handle high-pressure situations calmly and effectively.
- International experience would be advantageous.
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 and supportive team embarking on a journey most start-ups can only dream of!
Benefits include:
- A generous base salary
- Equity allocations with significant upside potential
- Simple, transparent and generous commission plan
- 401(k) to help you save for a bright future
- Private health insurance- with medical, dental and vision coverage
- Ability for you to grow, learn and solve a variety of challenges, working in an ambitious environment with smart people.
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, age or veteran status.
