Senior CSM Analyst

🔥 7 minutes ago

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Blip

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1999

☁️ SaaS

🔌 API

🤝 B2B

💰 $60M Series C - Blip on 2024-11

SaaS • API • B2B

Blip is a SaaS platform that helps businesses create, customize, shorten, and track URLs and QR codes, and build mobile-friendly landing pages and link-in-bio pages. The platform provides branded links, dynamic QR codes, 2D barcodes, analytics and UTM tracking, integrations, and a developer API to manage and measure digital connections across marketing, packaging, and customer communications.

📋 Description

• Manage end-to-end a portfolio of enterprise and strategic clients, acting as the primary post-sales point of contact. • Develop and execute tailored Success Plans aligned with the client's strategic objectives and business KPIs. • Operate in a consultative manner, gaining a deep understanding of the client's context, challenges, and executive priorities. • Measure, structure, and communicate business value regularly and at an executive level, translating Blip usage into financial impact, operational efficiency, and measurable improvements in the end-customer experience. • Monitor health metrics (quantitative and qualitative), anticipating churn risks and growth opportunities. • Plan and execute QBRs and EBRs, presenting results, value delivered, and next steps. • Identify, structure, and enable expansion opportunities based on customer value and maturity, partnering with Sales while maintaining a consultative role. • Coordinate internal teams (Support, Product, Engineering, Sales), ensuring smooth collaboration and resolution of complex issues. • Serve as the voice of the customer within the company, influencing the roadmap, prioritization, and product/process improvements. • Act as a technical and behavioral reference for other CSMs, contributing to the development of practices, standards, and team maturity.

🎯 Requirements

• 5+ years of solid experience as a Customer Success Manager, Account Manager, or equivalent role, working with enterprise clients. • Proven experience managing high-value contracts (significant ARR) and engaging with executive stakeholders (C-level and directors). • Strong analytical skills, with expertise in metrics such as churn, NRR, expansion, adoption, engagement, and NPS. • Clear business acumen, understanding of organizational context, and ability to identify signs of structural risk. • Knowledge of Customer Success frameworks (e.g., Gainsight, Success Plans, etc.). • Ability to conduct difficult conversations, negotiate renewals, and manage expectations in complex environments. • Excellent verbal and written communication, with a professional and strategic demeanor. • Ability to work autonomously with high responsibility and a strong sense of ownership. • Organized and disciplined, able to manage multiple strategic accounts simultaneously. • Advanced English and/or Spanish.

🏖️ Benefits

• Food or Meal Allowance: R$1,144.00 per month, non-deductible and credited even during vacation and leaves. • Transportation Allowance: Provided as needed for commuting. • Wellhub Plus (Gympass): Free access to the Starter plan to use gyms, wellness apps, and physical activities; also available for dependents. • SESC Partnership: Access to cultural activities, leisure, sports, hotels, holiday resorts, and more. • Health Insurance (Sulamérica): National coverage, private room for you and your dependents, with cost-sharing only via copayment. • Dental Plan (Odontoprev): National coverage for you and your dependents, three plan options, with the full cost of the chosen plan covered. • Vidalink Medication Plan: R$50.00 monthly allowance for prescription medication purchases. • Life Insurance: Coverage equal to 24 times your monthly salary. • Extended Maternity Leave: 180 days to support the start of this new phase. • Extended Paternity Leave: 30 days to be present and strengthen bonds. • Childcare Assistance: Reimbursement of R$676.81 for children up to 2 years and R$592.21 for children up to 5 years. • Assistance for Dependents with Disabilities (PCD): Support of R$846.02 for children with disabilities or neurodiversity. • Educational Support: Partnerships with higher education institutions and language schools. • "Your Name Matters": Reimbursement of up to R$250.00 for expenses related to first name and/or gender marker changes, supporting inclusion and respect for identity.