Customer Success Manager enhancing client outcomes through bridge building in facility management software. Supporting public organizations with a focus on relationship management and software training.
About the role
- Customer Success Manager defining successful adoption and guiding customers at Pontosense. Collaborating with Sales, Product, and Operations to enhance customer experience.
Responsibilities
- Own successful adoption.
- Lead kickoff conversations and establish clear success criteria with customers before deployment begins.
- Identify risks and resolve them early.
- Detect friction points in usage and drive resolution with context and recommendations.
- Act as the translator between Sales, Product, and Engineering so decisions reflect real-world usage.
- Monitor account health and adoption signals, adjusting approach to reach successful deployment.
- Document patterns, refine onboarding playbooks, and help define scalable processes based on real customer behavior.
- Help customers integrate the product into their workflows, ensuring it becomes part of daily operations, not just installed.
Requirements
- 1–3 years of experience in Customer Success, Operations, Project Coordination, or similar client-facing role.
- Strong organizational thinking — you can structure ambiguous situations.
- Comfortable leading conversations and asking clarifying questions.
- You care about understanding why things work, not just executing steps.
- Interested in improving processes and systems.
- Comfortable operating where the structure is still forming.
Benefits
- Competitive compensation and performance-based growth opportunities.
- Comprehensive health and wellness benefits.
- Flexible, hybrid work environment that values autonomy.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
Customer Success Manager helping customers successfully integrate Pontosense technology into their operations. Guiding adoption and collaborating with Sales, Product, and Operations teams.
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