Senior Customer Success Manager
Skills
About the Role
You will own post-sale customer relationships and ensure customers realize value from Blockworks products. You will manage a portfolio of accounts, run regular check-ins and QBRs, identify and solve customer problems, and drive renewal conversations. You will provide product-informed advice, relay high-value feedback to Product and Sales, and use HubSpot to keep account health and renewal status up to date. As part of a small, growing team you will help define Customer Success processes and mentor junior teammates.
Requirements
- Several years in Customer Success or a related customer-facing role in SaaS or subscription businesses
- Proven experience owning post-sale relationships and supporting renewals
- Experience using CRM and Customer Success tools such as HubSpot
- Experience partnering cross-functionally with Product, Sales, Finance, and Operations
- Comfort working in early-stage or high-growth environments and handling ambiguity
Responsibilities
- Manage a portfolio of customers as the primary post-sale contact
- Drive customer retention and manage renewals
- Maintain product expertise and advise clients on use cases and value
- Run regular check-ins, QBRs, and ongoing customer communications
- Identify customer pain points and coordinate resolutions with Product
- Provide high-value feedback to Product and Sales based on customer conversations
- Track account health and renewal status in HubSpot
- Define and improve Customer Success processes and mentor junior team members
Benefits
- Remote-first work with an office in New York City available
- Close to fully paid medical, dental, and vision insurance for the employee and partial coverage for dependents
- Flexible paid time off
- Fourteen weeks fully paid parental leave
- Hardware stipend