Who you are

• 1-3 years in customer success, account management or sales roles
• Any experience focused on relationship management and revenue retention/expansion is a plus
• Exceptional presentation, written and verbal communication skills
• Strong organizational, analytical, and Project Management skills
• Ideally, some experience with and desire to work in an agile, start-up/scale-up environment - a growth mindset is essential
• Comfort managing large books of business and high activity levels while maintaining strong customer outcomes
• Experience in high-volume SMB SaaS, e-commerce, or digitally scaled customer success environments is a strong plus

What the job involves

• We’re looking for a proactive, customer-focused Customer Success Manager to support our rapid growth at Blue J
• Our ideal candidate is excited about building and maintaining meaningful relationships with customers to support Blue J’s expansion
• You understand how helping customers meet their usage goals plays into customer success and retention, and you’re excited about doing whatever you need to do to ensure your accounts have what they need for success
• This role supports a large SMB customer base using a mix of relationship-driven and digital customer success strategies, combining proactive outreach with scalable engagement across your portfolio
• We’re looking for someone curious and collaborative with a knack for sales and growth, and who is excited about playing a key role in supporting Blue J as we scale!
• You'll get to work closely with and learn from our amazing team, see the direct impact of your work in a rapidly growing company, and be front and centre in the world of Generative AI for professional services
• Managing a portfolio of accounts and becoming a trusted advisor to customers
• Achieving identified revenue and growth targets
• Proactively reaching out to cultivate relationships with clients & decision makers to ensure retention and promote expansion
• Establishing and measuring customer goals
• Working closely with the expansion sales team to identify expansion opportunities
• Becoming a product expert and addressing customer inquiries
• Training customers on how to use Blue J platforms, ensuring delivery of value to the customer portfolio
• Maintaining a regular cadence of communication with customers
• Identifying risk of churn within your portfolio and taking action to alleviate it
• Designing and executing one-to-many customer success plays (email campaigns, usage nudges, training programs) to support a large SMB portfolio efficiently
• Managing a high-volume portfolio of SMB accounts, prioritizing actions using clear signals and repeatable playbooks
• Developing and running targeted success campaigns using segmentation and filtering (e.g., by usage, account size, or engagement level)
• Partnering with Expansion Account Executives to surface qualified expansion opportunities early through structured monitoring of customer signals

The application process

• We anticipate a high volume of applicants for this role and are excited to grow our team. A human will review each application and get back to you as soon as possible. We appreciate your patience and look forward to connecting with you!
• Step 1: Chat with Lavita, our Talent Acquisition Manager
• Step 2: Meet Rohaan our Director of Customer Success
• Step 3: Present a case study to Rohaan, and Mat, our VP of Customer Success
• Step 4: Wrap up with Ben, our CEO

Benefits

• Comprehensive health benefits
• Education budget for continued learning
• Generous paid time off
• Parental leave
• Social events
• Team-centric environment
• Employee stock options
• Healthy work-life balance