Entry - level role supporting effective customer success plans and fostering strong customer relationships at Ideagen. Collaborate with cross - functional teams for onboarding and retention activities.
About the role
- Lead Customer Success for Pointr's innovative indoor mapping solutions. Drive client satisfaction and team performance by shaping success strategies across multiple accounts and industries.
Responsibilities
- Lead and mentor the Customer Success team, fostering a collaborative, high-performance culture that consistently delivers value to our clients.
- Build and maintain strong, long-term relationships with key accounts, acting as a trusted advisor and advocate at the executive level.
- Define and implement scalable customer success strategies that drive client satisfaction, retention, and growth across multiple accounts.
- Monitor portfolio health through KPIs, usage analytics, and client feedback, proactively addressing risks and identifying opportunities for expansion.
- Plan and lead quarterly business reviews and strategic planning sessions, ensuring alignment between client objectives and Pointr’s solutions.
- Act as the primary escalation point for complex client issues, driving resolution and maintaining strong client trust.
- Partner closely with Sales, Product, Technical Delivery, and Project Management to ensure seamless delivery of projects and initiatives.
- Leverage technical expertise in SDLC, DevOps, front-end technologies, integration, and automation to advise clients and contribute to product roadmap discussions.
Requirements
- 5+ years of customer success, technical account management, or strategic client management experience in a technical SaaS/hardware environment, with at least 2 years in a leadership role.
- Proven track record of leading teams to exceed retention, expansion, and customer satisfaction targets.
- Strong ability to influence at the executive level, both internally and externally.
- Experience building and scaling customer success processes, tools, and playbooks in a fast-paced, analytical environment.
- Deep understanding of agile software development processes and technical concepts, with the ability to translate them for diverse audiences.
- Exceptional communication, relationship-building, and problem-solving skills.
- Fluent in English, both written and verbal.
- Process-oriented with an eye for detail and improvements.
Benefits
- 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
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