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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 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 to 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 Agreements (SLAs).
- Develop a deep understanding of the Blink platform, proactively sharing best practices to help customers realize maximum value.
- Leverage data and insights to optimize the 1:Many customer experience, identifying opportunities for digitalization, automation, and self-service enhancements.
- Assist 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.
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 wanting to make a positive impact.
- 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.
- A track record of exceeding goals and being a high performer—our aim is mutual success!
Benefits
About us
We’re a motivated and ambitious team that values diversity and individual differences. We work closely together, sharing knowledge and engaging in healthy debate to learn from each other.
What We Offer
You will have the opportunity to be part of something impactful and meaningful. Most importantly, you’ll work for a company with a strong purpose and an ambitious team embarking on a journey many startups aspire to.
- Competitive salary and equity in the company.
- 25 days off annually plus public holidays.
- Focus on learning and development, including mentorship options.
- Private healthcare, Ride2Work scheme, pension scheme.
At Blink, we are committed to creating an inclusive and diverse culture where everyone feels they belong. We value and respect individual differences, and all applications will be considered fairly regardless of ethnicity, religion, gender, gender identity or expression, sexual orientation, nationality, disability, or age.
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