Customer Success Director

Job Title: Customer Success Director Location: Karachi Job Type: Permanent Employment Type: Full-Time Blink Ventures is one of the entities working with Oxiliry. About BlinkSwag: BlinkSwag is a leading provider of branded merchandise, offering customized swag solutions for businesses. We specialize in creating high-quality promotional products that enhance brand visibility and engagement.

Job Summary

BlinkSwag is looking for a Customer Success Director to lead the Customer Success team and own the customer experience after the demo and sales handoff. This role will be responsible for making sure customers are onboarded smoothly, accounts are actively managed, customer issues are resolved quickly, and growth opportunities are identified within existing accounts.

The Customer Success Director will work closely with Sales, Operations, Fulfillment, Sourcing, and Finance to ensure customer programs are delivered successfully.

Key Responsibilities

● Lead and manage the Customer Success team. ● Own customer onboarding after sales handoff. ● Schedule and oversee kickoff calls with new customers. ● Ensure customer use cases are clearly understood, including swag stores, gifting, campaigns, inventory, fulfillment, employee onboarding, and events. ● Coordinate dashboard setup, customer requirements, product needs, and launch timelines.

● Monitor account health, customer satisfaction, and adoption. ● Manage customer check-ins, reporting, and QBRs for key accounts. ● Oversee reorders, new requests, quotes, production updates, and delivery communication. ● Act as the escalation point for customer issues, complaints, and order delays. ● Work with internal teams to keep customer programs moving smoothly.

● Identify growth opportunities within existing accounts. ● Build customer success processes, templates, reporting, and team workflows. ● Coach and support team members to improve customer communication and execution. What We’re Looking For: ● Experience leading a Customer Success, Account Management, Client Services, or Operations team.

● Strong communication and relationship management skills. ● Ability to manage customers, team members, timelines, and internal follow-ups. ● Comfortable working cross-functionally with Sales, Fulfillment, Sourcing, Operations, and Finance. ● Strong problem-solving skills and ability to handle customer escalations. ● Experience with B2B customers is preferred.

● Experience working in a SaaS-based company is required. Success in This Role Looks Like: ● The Customer Success team is organized, accountable, and proactive. ● Customers are onboarded smoothly and on time. ● Customer issues are handled quickly and professionally. ● Active accounts are monitored regularly. ● Customers receive clear updates on orders, inventory, and fulfillment.

● Reorders and new requests are managed efficiently. ● Existing accounts continue to grow.

Qualifications

● Bachelor’s degree in Business, Marketing, Communications, Operations, or a related field. ● 5+ years of experience in Customer Success, Account Management, Client Services, or Operations. ● 2+ years of experience leading a Customer Success, Account Management, or Client Services team. ● Experience working in a SaaS-based company is required.

● Strong knowledge of ERP and CRM systems. ● Experience managing B2B customer relationships. ● Strong understanding of customer onboarding, account health, retention, and account growth. ● Strong communication, presentation, and stakeholder management skills. ● Comfortable using dashboards, reporting tools, and customer success workflows.