Head of Client Success Full Time NEW

Here’s the LinkedIn-ready version:

HEAD OF CLIENT SUCCESS — Blink Signs

📍 Greater Cleveland, OH (Hybrid) | Full-Time | Senior Leadership

About Blink Signs

Blink Signs is a nationally operating signage company serving Fortune 500 brands, national retail chains, government agencies, and general contractors — delivering exterior, interior, ADA, and architectural signage at scale. We’re building the operational infrastructure to match our growth, and that starts with a leader who can own the full client journey from contract to completion.

The Role

This is a builder’s role, not a relationship manager’s role.

We need someone who can lead client success across a portfolio spanning national brands, local businesses, government contracts, and GC partnerships — and simultaneously design the systems, processes, and technology infrastructure that makes the team scalable.

You’ll own the function. That means writing the playbooks, configuring the CRM, setting the KPIs, and developing the team — not inheriting someone else’s setup.

What You’ll Own

🔹 Client lifecycle management across all segments — onboarding through project close, renewal, and repeat

🔹 SOP design and enforcement for communication cadences, issue resolution, and account reviews

🔹 CRM optimization (Zoho) — workflows, automations, pipeline health, and dashboards

🔹 Government and GC account management — procurement cycles, compliance, multi-stakeholder navigation

🔹 Team hiring, training, and development — build a culture of accountability and responsiveness

🔹 Retention and expansion revenue — own the metrics, identify upsell opportunities, coordinate on re-bids

🔹 Voice of the client — synthesize feedback into operational and strategic improvements

What We’re Looking For

✅ 7+ years in client success, account management, or customer operations

✅ 3+ years in a leadership role — building or running a team, not just managing accounts

✅ Proven track record designing CS processes from scratch — you’ve written the playbook, not followed one

✅ Experience with government, institutional, or GC client relationships

✅ Hands-on CRM proficiency — Zoho preferred; Salesforce or HubSpot acceptable

✅ Strong data orientation — you define metrics, track them, and make decisions from them

✅ Industry background in construction, signage, branded environments, facilities, or related B2B is a strong plus

You Stand Out If You’ve:

⚡ Managed national brand accounts AND government/institutional clients at the same time

⚡ Selected or configured a CRM/client ops stack — not just used one

⚡ Navigated client success around multi-site, long-lead, or phased project deliveries

⚡ Built and promoted CS talent — you have a methodology, not just a management style

The Package

💰 Competitive base salary commensurate with experience

📈 Performance bonus tied to retention, expansion revenue, and operational KPIs

🏥 Full benefits — health, dental, vision, PTO

📣 Direct report to executive leadership — high visibility, high autonomy

🏢 Hybrid — Greater Cleveland area