Customer Success Director

About the role

BlinkSwag is seeking a Customer Success Director to lead its Customer Success team and own the post‑sale experience. You will ensure smooth onboarding, proactive account management, rapid issue resolution, and identify growth opportunities within existing B2B accounts.

Key responsibilities

• Lead, coach, and develop the Customer Success team.
• Own the onboarding process after sales handoff, including kickoff calls and dashboard setup.
• Understand and manage customer use cases such as swag stores, gifting campaigns, inventory, fulfillment, employee onboarding, 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 complaints, order delays, and other issues.
• Collaborate with Sales, Operations, Fulfillment, Sourcing, and Finance to keep programs on track.
• Identify and drive growth opportunities within existing accounts.
• Build and refine success processes, templates, reporting, and workflows.

Required profile

• Proven experience leading a Customer Success, Account Management, Client Services, or Operations team.
• Strong communication and relationship‑building abilities.
• Ability to manage multiple customers, timelines, and internal follow‑ups.
• Comfort working cross‑functionally with Sales, Fulfillment, Sourcing, Operations, and Finance.
• Excellent problem‑solving skills and experience handling escalations.
• Experience with B2B customers and SaaS‑based environments.

Required skills

• Leadership and team management.
• Customer onboarding and adoption strategies.
• Account health monitoring and reporting.
• Cross‑functional collaboration.
• Escalation handling.