Customer Success Manager

We're looking for an exceptional Customer Success Manager who lives and breathes the customer experience. This is not a passive account management role — it's a high-impact, hands-on position for someone who thrives on building deep relationships, solving complex problems, and turning customers into lifelong advocates of Blink Charging.

From the moment a contract is signed, you are the face of Blink to your customers. You own the relationship end-to-end, ensuring every touchpoint — from onboarding to escalation — feels seamless, proactive, and world-class. You don't wait for problems to find you. You anticipate them. You solve them. And then you make the experience even better.

• Own the post-sale handoff and serve as the single named point of contact from day one — no hand-offs, no confusion, just clarity.
• Deliver a premium, structured onboarding experience that sets customers up for immediate success with Blink's charging infrastructure and software platform.
• Coordinate across internal teams — technical, operations, field services — to ensure flawless deployment and go-live.

• Act as the named, dedicated CSM for a portfolio of strategic accounts — your customers know your name, your number, and trust you completely.
• Build proactive relationships with key stakeholders from operations managers to C-suite sponsors, ensuring Blink is embedded as a strategic partner, not just a vendor.
• Monitor account health, usage data, and charging network performance to get ahead of issues before they become problems.
• Be the calm in the storm. Own escalations from first flag to full resolution, communicating transparently and driving urgency across internal teams.
• Turn difficult moments into trust-building opportunities — every resolved escalation should leave the customer feeling more confident in Blink, not less.

• Lead compelling, data-driven Quarterly Service Reviews that showcase value, track progress against customer goals, and surface new opportunities.
• Prepare executive-level summaries including uptime metrics, utilization insights, cost savings, and sustainability impact — making the ROI of Blink undeniable.
• Use QSRs as a platform to align on roadmaps, identify expansion opportunities, and deepen the strategic partnership.

• Own the renewal process — forecast accurately, engage early, and ensure every customer sees enough value to expand, not just renew.
• Identify upsell and cross-sell opportunities organically through deep account knowledge, partnering with Sales when appropriate.
• Cultivate customer champions who become Blink advocates: case studies, references, and industry voices.

• Serve as the internal advocate for your customers — bring field intelligence back to Product, Engineering, and Operations to continuously improve Blink's offering.
• Capture and communicate customer feedback with precision and conviction, influencing the product roadmap and service delivery model.

• 3-6+ years of Customer Success, Account Management, or related experience — ideally within EV charging, energy tech, SaaS, or infrastructure industries.
• A genuine obsession with the customer experience — you take it personally when a customer isn't getting the most from your product.
• Exceptional communication skills — you're equally comfortable presenting to a Fortune 500 exec and troubleshooting with a site operations manager.
• Proven track record of managing complex, multi-stakeholder enterprise accounts with measurable outcomes (retention, expansion, CSAT, NPS).
• Strong analytical mindset — you use data to tell…