Customer Success Manager

Job Summary

Right now, customer success at Blend-ed happens in the gaps someone from the team helps out when a client needs something, because theres no one whose actual job it is. Thats worked while we were small. It wont hold as we grow. We need the first person whose whole job is making sure customers dont just sign up, but actually get value and stay. Now, for you who dont know Blend-ed were an AI-first LMS built on Open edX, one of a small number of official global Open edX partners. We work with training providers and corporate clients across the globe, with some genuinely strong logos already on our shelf, delivering high-stakes training that people actually depend on.

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What youll actually be solving

A signed customer isnt a successful one yet. A good demo gets someone to buy. It doesnt get their team onboarded, their workflows set up, or their people actually using the platform. That gap between they bought it and theyre getting value from it is whats been handled informally until now, and its yours to own properly. Own onboarding end to end understand each customers goals, set expectations, coordinate training, make sure they know their next steps. Be the steady point of contact. Build real relationships with admins, training teams, and decision-makers, and notice concerns before they turn into problems. When something breaks, investigate it yourself first. Bring solutions or workarounds where you can, and when you do escalate, hand it over with full context not just a forwarded complaint. Spot the quiet signals. A customer going dark, skipping onboarding, or dropping a feature is a warning sign long before they mention leaving catch it early and work the plan with them. Feed what you learn back to the team. Recurring questions, product gaps, and customer feedback should actually change what we build and how we sell. Youll report into the Founder Office, working closely with the people who built this company which means youll be shaping what customer success at Blend-ed even looks like, not inheriting someone elses play-book.

What youll do in your first 90 days

What youll do in your first 90 days (These are our proposed milestones wed shape the exact targets with you in week one.)

• Learn the platform cold. Understand the core features, the common customer workflows, and the issues that come up again and again.
• Get to know every customer. Their goals, key contacts, current usage, open concerns build the picture nobodys had time to fully build until now.
• Take over customer communication. Start running calls, leading onboarding and training, and sending follow-ups customers can actually rely on.
• Start resolving issues on your own. Investigate, solve what you can, and escalate the rest with enough context that the right team can act fast.
• Flag your first at-risk account. Catch a customer whos drifting before it becomes a churn conversation, and work a real plan with them.
• Build the feedback loop that doesnt exist yet. Keep customer records accurate, and get recurring issues and requests actually reaching product and sales.

What were looking for

• Youve done this before (non-negotiables).
• You listen closely, ask the right questions, and explain things clearly confident spoken and written English, since youre running calls and writing to a global customer base.
• You build real trust with clients you can manage expectations and hold a difficult conversation calmly, without deflecting it to someone else.
• You investigate a problem before escalating it.
• You stay responsible for an issue until its actually resolved, not just handed off.
• You understand B2B SaaS fundamentals onboarding, adoption, renewals, retention well enough to spot when somethings off track.
• You keep your word. Records stay current, commitments get met, and customers arent left chasing you for updates.
• You might also bring differentiators: Youve worked with LMS platforms before course setup, enrolment, roles, assessments, completion tracking, reporting.
• Youve been the first or early CSM somewhere built the process rather than inherited one, and liked doing it.
• You're comfortable coordinating across teams pulling in product, support, or sales with the right context, not just a ticket number.
• You've supported renewal or expansion conversations, not just kept the lights on.
• You can turn a customers usage data into an actual conversation about where theyre stuck and what to do next.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.