Customer Success Director

About the role

BlinkSwag is seeking a Customer Success Director to own the post‑sale experience for its B2B clients. The role will ensure smooth onboarding, proactive account management, rapid issue resolution and identification of growth opportunities across existing accounts.

Key responsibilities

• Lead and manage the Customer Success team.
• Own the onboarding process after sales handoff, including kickoff calls and requirement gathering.
• Coordinate dashboard setup, product needs and launch timelines for swag stores, gifting, campaigns, inventory and events.
• Monitor account health, customer satisfaction and product adoption.
• Conduct regular check‑ins, reporting and quarterly business reviews for key accounts.
• Oversee reorders, new requests, quotes, production updates and delivery communications.
• Act as escalation point for customer issues, complaints and order delays.
• Collaborate with Sales, Operations, Fulfillment, Sourcing and Finance to keep programs on track.
• Identify and drive growth opportunities within existing accounts.
• Develop and maintain customer success processes, templates, reporting and team workflows.
• Coach and support team members to improve communication and execution.

Required profile

• Proven experience leading a Customer Success, Account Management, Client Services or Operations team.
• Strong communication and relationship‑management abilities.
• Ability to manage customers, team members, timelines and internal follow‑ups.
• Comfort working cross‑functionally with Sales, Fulfillment, Sourcing, Operations and Finance.
• Excellent problem‑solving skills and experience handling escalations.
• Background with B2B customers and experience in a SaaS‑based company.
• Bachelor’s degree in Business, Marketing, Communications, Operations or a related field.
• Minimum 5 years of experience in Customer Success or related functions.

Required skills