BlastPoint

Customer Success Manager

• Design, implement, and own the entire BlastPoint Customer Success playbook, from onboarding and training to health scoring, EBRs, and renewal/expansion motions
• Build the entire post-sale customer journey from scratch, including processes, playbooks, team structure, and tooling
• Lead, develop, and grow the CS organization from a team of 3 to 10+ in the next 18 months while initially acting as a player-coach managing a book of strategic accounts
• Be the single, accountable owner of Net Revenue Retention (NRR), mitigating churn risk and partnering with Sales to drive expansion opportunities
• Coordinate with Product, Engineering, and Sales to remove roadblocks, influence roadmap, and ensure a seamless, high-value customer experience
• Systematically track and quantify business value using the "Win Book" system to build data-backed ROI cases that support renewals and expansions
• Serve as a strategic partner to founders and transition the function from tactical execution to strategic oversight over a two-year horizon

Head of Customer Success – Director