Customer Success Manager

Position Overview 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. This position is based in the United Kingdom. While the role is UK-based, you will join a highly collaborative team that primarily works remotely, offering flexibility while maintaining strong cross-functional engagement. 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. Here's What You'll Do: White Glove Service from Onboarding Through the Entire Customer Journey 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. Day-to-Day Customer Partnership 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. Escalation Management 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. Quarterly Service Reviews (QSRs) 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. Renewals, Expansion & Advocacy 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. Voice of the Customer 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. What You Bring to the Table: 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 stories, identify risks, and drive decisions. Experience managing escalations with poise, urgency, and professionalism. Familiarity with EV charging technology, networked hardware/software platforms, or IoT ecosystems is a significant plus. Proficiency with CRM platforms (Salesforce, HubSpot) and CS tools (Gainsight, Totango, ChurnZero or similar). Self-starter mentality — you don't need a playbook handed to you. You build the playbook.