Customer Success Manager

We are looking for a Customer Success Manager (CSM) to support and grow our SMB customer segment. In this role, you will build strong customer relationships, understand business needs, and deliver scalable strategies that ensure successful adoption and ongoing value of Blip products.

What You’ll Do

Relationship Management

• Build and maintain strong, trust-based relationships with SMB customers.

• Develop a deep understanding of customer goals, challenges, and needs using data-driven insights.

Adoption & Onboarding

• Design and implement effective product adoption processes.

• Partner with internal teams to deliver a seamless and positive customer experience.

Customer Success Strategy

• Develop and execute scalable customer success plans across 1:1, 1:few, and 1:many engagement models.

• Identify at-risk accounts and create proactive action plans to reduce churn.

Data, Metrics & Performance

• Use customer success data and metrics to evaluate account health.

• Define and track KPIs to measure customer success and drive continuous improvement.

Training & Enablement

• Provide ongoing product training for customers on Blip features and best practices.

• Create educational materials and resources to support platform adoption.

Issue & Escalation Management

• Serve as the voice of the customer within Blip to ensure technical and relational issues are addressed.

• Collaborate with internal teams to deliver solutions that enhance customer satisfaction.

Feedback & Continuous Improvement

• Collect customer feedback and share insights with internal teams.

• Contribute to product and process improvements based on customer needs.

• Propose initiatives that support continuous improvement across your customer portfolio.

 

Requirements

• 2+ years of experience in Customer Success or a related client-facing role.

• Strong communication, negotiation, and relationship-building skills.

• Highly analytical with strong prioritization and data-driven decision-making skills.

• Experience working with digital products or projects (software, systems, interfaces).

• Experience in project/product management and quality assurance.

• Creative problem solver with a results-oriented mindset.

• Ability to manage multiple projects simultaneously.

• Advanced proficiency in English and/or Spanish.