Customer Success Manager

Our Story

Pointr is the market leader in Indoor Mapping, Location and Analytics and the inventor of AI-based map production. Its innovative (20+ patents) Pointr Maps™ platform is used by millions of users across offices, retail locations, airports, hospitals, and more every month.

As the top choice of Fortune 100 customers and billions of sqft. deployed globally (30+ countries), Pointr is always on the lookout for great team members to support its fast growth. Our core values are Ownership, Harmony, and Scale, and we look for Passionate, Kind, and No-Ego team members to join the team.

Role Overview

Customer Success Managers (CSMs) are the engine that cultivates strong relationships with our clients, ensuring their satisfaction, and driving their success with our products or services. 

At Pointr, we empower CSMs to partner with clients and internal teams to deliver premiere indoor technology solutions. To that end, they are comfortable operating in a flat, fast-paced organization and are energized by leveraging cutting-edge technology to create the future of indoor experiences.

As the primary point of contact for clients, understanding their needs, addressing their concerns, and proactively identifying opportunities for growth and improvement will be your main objectives. At its core, this role requires the CSM to combine tactical execution skills, technical acumen, with strategic expertise to lead multiple accounts in tandem with cross-functional teams.

Core Responsibilities

• Develop and maintain strong, long-lasting relationships with clients, acting as their trusted advisor and advocate within the company.
• Understand clients' business objectives and challenges, and work collaboratively to develop strategies for achieving their goals using Pointr products or services
• Proactively identify opportunities to upsell or cross-sell additional products or services that align with clients' needs and objectives
• Serve as the primary point of contact for client inquiries, concerns, and escalations at support stage, ensuring timely and effective resolution of issues
• Conduct regular check-ins and business reviews with clients to assess sentiment, gather feedback, and identify areas for improvement.
• Anticipate and coordinate QBRs for the current client base by working with internal teams to strategize and produce a long lasting partnership, including recording and following up on all action items.
• Collaborate with internal teams, including Sales, Project and Product Management, Technical Delivery to ensure seamless execution of client initiatives and projects.
• Monitor key performance indicators (KPIs) and metrics to track client health, usage patterns, and overall satisfaction, taking proactive steps to address any issues or risks.
• Provide training, guidance, and best practices to clients to optimize their use of our products or services and drive maximum value.
• Learn! Master Pointr’s product suite to better understand how clients can use our technology and in turn supplement our product roadmap. Must have an understanding of SDLC, devops, front-end technology, integration and automation concepts. 
• Value inclusivity and contribute to a culture that empowers you to show up as your authentic self

Minimum Qualifications

• 3+ years of IT or technical account management, customer success management in a highly technical company or technical consultancy experience in a hardware or software company
• Proven record in a customer-facing role, such as Customer Success Manager, Technical Account Manager, or Client Services or Technical Help Desk role.
• A self-starter by nature with applied knowledge of agile software development processes and a strong interest in learning about indoor location technology
• Like us, you're a high-performer with an exceptional record of getting things done in a fast-paced, analytical environment 
• Strong interpersonal skills, with the ability to solve problems and foster relationships with technical and commercial stakeholders
• Process-oriented with an eye for detail and improvements
• Ability to communicate in English fluently and idiomatically

Preferred Qualifications

• BS or MS degree in a relevant technology or management field (Computer Science is a plus)
• Experience with customer success and project management tools (Salesforce, HubSpot, Jira, Smartsheet, Monday.com, MS Office)
• Certified Customer Success Manager (CCSM) preferred

What We Offer?

• Supportive, kind (no-ego), and smart team
• Hybrid work (2 days being in the office is required)
• International environment and inclusive culture
• Competitive base salary and attractive stock options
• Cool and comfortable office in Boston (Back Bay) or access to WeWork in other locations
• Private health care (75%) and Dental
• Company-sponsored parental leave
• 18 days PTO, plus sick time + 12 holidays per year 
• 401(k) retirement scheme
• Compensation: Base $90k to $115k (based on experience) + Stock and Bonus Options eligible