BlastPoint - Customer Success Manager
Requirements
• We're looking for someone who is proactive, intellectually curious, and energized by helping customers achieve meaningful business outcomes. The strongest candidates are relationship builders who think strategically, communicate effectively, and take ownership of solving complex problems. • You should be able to: • Build credibility and trust with stakeholders ranging from day-to-day users to executive leadership. • Navigate ambiguity by gathering information, connecting ideas, and translating insights into clear, actionable recommendations. • Use customer data, business context, and performance trends to identify opportunities, anticipate risks, and drive measurable outcomes. • Manage multiple customer relationships and competing priorities while maintaining a high level of organization, responsiveness, and attention to detail. • Operate independently, proactively identifying opportunities and moving initiatives forward with limited direction. • Thrive in a collaborative, fast-paced environment where priorities evolve and continuous improvement is expected. • Bachelor's degree or equivalent experience. • 3–5+ years of experience in Customer Success, Account Management, or another customer-facing role, preferably within a B2B SaaS or technology organization. • Experience managing a portfolio of customer relationships across different stages of the customer lifecycle while balancing recurring engagements and strategic initiatives. • Experience creating and delivering Executive Business Reviews, strategic presentations, success plans, or customer-facing recommendations. • Demonstrated ability to analyze customer data and performance metrics to develop actionable insights and tell compelling, data-driven stories. • Willingness to travel periodically for customer meetings, conferences, and company All-Hands events (approximately twice per year within the U.S.). • Experience working in a startup or high-growth environment. • Experience supporting B2B SaaS customers within regulated or data-driven industries such as utilities, financial services, or analytics. • Proficiency with collaboration and productivity tools such as Google Workspace, HubSpot, Asana, Slack, Canva, Excel, Sheets, or similar platforms. • Experience independently learning new technologies and business domains while translating complex concepts into practical customer guidance.
Responsibilities
• Strategic Customer Partnership: • Serve as the primary strategic partner and trusted point of contact for an assigned portfolio of customers. • Develop a deep understanding of each customer's business objectives, priorities, initiatives, and success metrics. • Build and maintain strong relationships across all levels of the organization, from day-to-day platform users to executive stakeholders. • Lead regularly scheduled strategic meetings to review progress, align priorities, remove obstacles, and maintain momentum toward customer goals. • Proactively guide customers toward achieving their objectives by connecting business priorities with platform capabilities, best practices, and actionable recommendations. • Adoption & Value Realization: • Participate in onboarding sessions, and lead product training, Executive Business Reviews, and strategic planning discussions that reinforce customer goals and long-term success. • Drive adoption through outcome-focused customer engagement, providing recommendations and workflow guidance aligned with each customer's business objectives. • Continuously monitor customer performance against established goals, platform adoption, and engagement metrics to identify trends, measure success, and proactively address declining performance before it becomes a risk. • Translate customer data, platform usage, and campaign performance into meaningful insights that demonstrate measurable business value and ROI. • Bring new ideas, industry perspectives, benchmarks, and actionable recommendations to every customer interaction - not just status check-ins. • Customer Growth & Retention: • Develop a strong understanding of BlastPoint's product offerings and how they work together to create greater value for customers. • Identify expansion opportunities and partner with Account Managers to support upsell and cross-sell initiatives aligned with customer priorities and business objectives. • Build and maintain success plans, action plans, and renewal readiness strategies that create transparency, accountability, and a shared understanding of goals and next steps. • Continuously monitor customer health, engagement, and success metrics to proactively identify risks and strengthen long-term partnerships. • Execute retention strategies and reinforce measurable value well before renewal conversations begin. • Communication & Operational Excellence: • Create clear, professional customer-facing documentation for business reviews, presentations, and strategic plans that communicate progress, recommendations, and measurable outcomes. • Maintain proactive, transparent communication that establishes clear expectations, ownership, and visibility into customer initiatives and success metrics. • Document customer priorities, action items, and strategic decisions to ensure alignment across internal and external stakeholders. • Partner closely with Customer Success Operations to continuously improve customer success processes, playbooks, and best practices to create a scalable and consistent customer experience. • Cross-Functional Partnership: • Represent the voice of the customer by sharing insights, feedback, performance trends, and business priorities with Product, Engineering, Data Science, Sales, Marketing, and Expansion teams. • Coordinate cross-functional efforts to resolve critical customer issues while maintaining proactive, transparent communication throughout the process. • Actively participate in feedback loops with Product, Engineering, and Expansion teams to translate customer insights into product enhancements and an improved customer experience. • Advocate for scalable product enhancements, process improvements, and customer success initiatives based on customer feedback and observed trends.
Benefits
• Solve Challenging Problems: BlastPoint’s platform incorporates cutting-edge approaches to geospatial data, psychographic clustering, data enrichment and a dynamic visualization environment, all at scale. We’re working to break new ground by pulling insights from high-dimensional data. And we’re pushing ourselves to try new and better ways to approach every step of our process. • Solve Challenging Problems: • Have An Impact: Small but mighty, BlastPoint’s growth is due to big companies increasingly trusting us with supporting key decisions using their most sensitive data. What we do positively impacts the lives of millions of Americans (and beyond). • Have An Impact: • Make Positive Change in the World: Our solutions reduce paper consumption, help struggling families pay their bills, and promote clean energy. We also offer our platform for free to nonprofits and civic-oriented organizations. • Make Positive Change in the World: • Employee-Focused Culture: We support the individual needs of our team, offering schedule and work-from-home flexibility, health insurance, 401K, and three weeks of PTO. We also tailor growth opportunities, from skills training to industry conferences. • Employee-Focused Culture: • BlastPoint is a B2B data analytics startup located in Pittsburgh, PA. We believe better decisions lead to better outcomes for businesses and communities alike. BlastPoint helps organizations transform data into intelligence they can act on, driving thoughtful growth and real-world impact. We give companies the power to engage with customers more effectively by discovering the humans in their data and understanding customer journeys. Serving diverse industries including Utilities, Credit Unions, and financial institutions BlastPoint’s Customer Intelligence Platform makes data accessible to business users so they can plan solutions to customer-facing challenges, from encouraging green behavior to managing customers’ financial stress. • Have An Impact: • Competitive compensation • $500 home office stipend • Medical, dental, and vision insurance • Flexible, work-life balance culture • Three weeks of paid vacation • 11 paid company holidays • Unlimited sick time • 401(k) retirement plan
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