Customer Success Manager

BlastPoint is a B2B data analytics startup located in Pittsburgh, PA, dedicated to helping organizations transform data into actionable intelligence. The Customer Success Manager will partner with customers to understand their business objectives, guide platform adoption, and ensure they realize measurable value from their investment, while also leading strategic conversations and identifying growth opportunities.

Responsibilities:

• 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
• 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
• 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
• 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
• 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

Requirements:

• 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