Senior Customer Success Manager, Blockworks

• You genuinely care about your customers and take pride in being the person they trust
• You love being close to the work and in the weeds of accounts; listening for friction, spotting patterns, and making sure customers are actually getting what they signed up for
• You’re naturally curious, a good listener, and quick to pick up on where things feel off
• You’re an executor at heart
• You follow through, close loops, and don’t need perfect process to do good work
• If something isn’t working for a customer, you dig in, ask questions, and help move things forward internally
• You’re comfortable juggling a mix of relationships, priorities, and products, and you stay calm even when the market (or the roadmap) gets a little chaotic
• You care about customer happiness, but you also understand the business
• You know how to balance empathy with accountability, guide customers toward long-term value, and have honest conversations when expectations need to be reset
• You’ve spent several years in Customer Success or a closely related customer-facing role in SaaS or subscription-based businesses
• You’ve owned post-sale relationships, supported renewals, and worked directly with customers to help them adopt products and achieve meaningful outcomes
• You’re comfortable managing multiple clients at once and operating across the full post-sale lifecycle, even if the exact processes weren’t fully defined
• You’ve partnered cross-functionally to resolve customer issues and push toward outcomes that work for customers and the business, all while partnering with Product to translate customer feedback into roadmap insights
• You’ve used CRM and CS tools to track account health, manage workflows, and report on performance, and you understand how to translate customer signals into action
• Importantly, you’ve likely worked in environments where things were still being figured out, whether that was an early CS team, a growing startup, or a company navigating change, and you didn’t just survive that ambiguity; you contributed to shaping what came next
• We know that diversity makes for the best problem-solving and creative thinking. We are dedicated to adding new perspectives to the team and encourage everyone to apply if your experience is close to what we are looking for

Desirable

• As a Senior Customer Success Manager at Blockworks, you’ll own post-sale customer relationships and help ensure customers see real value from our products during a period of change and growth
• This role is hands-on and execution-driven, with room to help shape how Customer Success operates
• Own a Book of Customers: You’ll manage a portfolio of Blockworks customers as their primary point of contact after sale, building strong relationships and ensuring we unlock as much value from our product offerings as possible for our clients
• Drive Retention and Renewals: You’ll focus on keeping customers engaged and successful, identifying churn risk early, guiding renewal conversations, and showing customers the ROI of working with Blockworks
• Be the Expert: You’ll continually engage with our Product team to maintain expertise around the use-cases, benefits, and features of each of our products, and leverage that knowledge to advise our clients in how best to solve their most burning issues with Blockworks’ offerings
• Run Day-to-Day Customer Engagements: You’ll lead regular check-ins, QBRs, and ongoing communication, making sure customers feel supported, informed, and engaged
• Spot and Solve Customer Problems: You’ll uncover pain points, flag issues early, and work with internal teams — product in particular — to get things resolved quickly and thoughtfully
• Provide High-Value Feedback: You will consistently provide feedback to internal teams, particularly Product and Sales, based on customer conversations to inform improvements to our sales process and product roadmap
• Partner Internally to Get Things Done: You’ll work closely with Sales, Product, Finance, and Operations to ensure smooth handoffs, clear expectation-setting, and follow-through on customer needs
• Use Tools to Stay Organized: You’ll keep account details, health scoring, and renewal status up to date in HubSpot, using that information to prioritize your work and report status across the org
• Help Improve How we do CS: As part of a small, growing team, you’ll play a key role in helping define the Customer Success function, and exemplify and champion best practices. This responsibility includes serving as an escalation point and mentor for your junior team members
• Experimentation is frequent at Blockworks. Comfortability with being uncomfortable is a must