Customer Success Manager

About the Role

Blend-ed® is seeking the first dedicated Customer Success Manager to own the critical gap between customer acquisition and value realization. This role is essential for supporting our growth and ensuring customers not only sign up but also actively derive value from our AI-first LMS built on Open edX. You will report into the Founder Office and play a pivotal role in shaping the future of customer success at Blend-ed.

Key Responsibilities

• Own customer onboarding end to end, including understanding goals, setting expectations, coordinating training, and defining next steps.
• Serve as a consistent point of contact, building strong relationships with customer admins, training teams, and decision-makers.
• Proactively identify and address customer concerns before they escalate into problems.
• Investigate issues independently, providing solutions or workarounds where possible, and escalating with full context when necessary.
• Monitor customer engagement for "quiet signals" such as reduced activity or feature drop-off, and proactively engage with customers.
• Provide feedback to internal teams on recurring questions, product gaps, and customer insights to influence product development and sales strategies.

First 90 Days Milestones

• Gain comprehensive knowledge of the platform's core features, common workflows, and recurring issues.
• Develop a deep understanding of each customer's goals, key contacts, usage patterns, and outstanding concerns.
• Assume ownership of customer communications, including leading calls, onboarding sessions, training, and follow-ups.
• Begin resolving customer issues independently and escalating complex problems with detailed context.
• Identify and proactively manage the first at-risk customer account to prevent churn.
• Establish a functional feedback loop, ensuring customer records are accurate and insights reach product and sales teams.

Requirements & Tech Stack

• B2B SaaS fundamentals: Understanding of onboarding, adoption, renewals, and retention.
• Strong English communication skills (spoken and written) for global customer interaction.
• Ability to build trust with clients, manage expectations, and handle difficult conversations calmly.
• Proven ability to investigate problems before escalating and take responsibility for issue resolution.
• Reliability and accountability, ensuring commitments are met and customer updates are provided.
• Experience with AI-first LMS built on Open edX is a plus.
• Experience as an early-stage CSM is a plus.
• Experience coordinating across product, support, or sales teams.
• Experience supporting renewal or expansion conversations.
• Ability to translate customer usage data into actionable insights and conversations.

Qualifications

• Customer Success Management experience in a B2B SaaS environment.
• Experience working with LMS platforms, including course setup, enrollment, roles, assessments, completion tracking, and reporting.
• Ability to proactively identify and address customer needs and concerns.
• Strong analytical and problem-solving skills.
• Excellent interpersonal and relationship-building skills.