PO
PointrCustomer Success Lead
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.
AC
Hybrid Customer Success Manager – Strategic Accounts
Posted last month
About the role
- Account manage a portfolio of strategic customers to help them achieve goals on Assembled Platform (WFM and Assist AI) and drive business outcomes with senior stakeholders
- Project-manage customer initiatives with internal & external stakeholders, collaborating cross-functionally to drive results
- Actively gather and communicate learnings and customer feedback to product and engineering teams to shape product improvements
- Drive and own retention efforts: identify upsell opportunities, lead renewal negotiations, and own churn mitigation
- Lead strategic initiatives to improve Customer team processes, including identifying scalable data-driven ways to find churn risk and expansion opportunities and designing playbooks to increase retention and product adoption
- Maintain and build systems to power metrics tracking, operational cadence, and enable proactive and prescriptive customer engagement
- Work with Solutions, AI Deployment Strategists, and Technical Support to drive successful customer outcomes and feature adoption across the customer lifecycle
Requirements
- Relationship building & managing up: ability to interact with C-level execs, support agents, and engineers
- Grit, determination and tenacity to push through roadblocks in unstructured environments
- Track record for getting things done; ability to juggle competing priorities and keep stakeholders informed
- Ability to think strategically while being in the weeds; identify trends and insights from customer conversations and market
- Growth mindset and openness to feedback
- Data-driven: ability to parse noise, leverage data, and frame options to drive outcomes
- Collaborative, humble team member willing to help teammates
- Willing and able to travel to meet with customers in person for onsite training, business reviews, and executive engagement
- Preferred: 5+ years of working experience with at least 3 years in customer-facing, highly strategic, operational, and analytical environments (e.g., business operations, management consulting, or customer success)
- Project-management skills and experience collaborating cross-functionally (product, sales, partnerships)
- Experience driving retention, renewal negotiations, upsell, and churn mitigation
- Experience gathering and communicating customer feedback to product and engineering
- Familiarity with Assembled Platform (WFM and Assist AI) and driving feature adoption
- Ability to accommodate hybrid schedule (be in San Francisco or NYC office on Mondays and Thursdays)
Benefits
- Generous medical, dental, and vision benefits
- Paid company holidays, sick time, and unlimited time off
- Monthly credits to spend on each: professional development, general wellness, Assembled customers, and commuting
- Paid parental leave
- Hybrid work model with catered lunches everyday (M-F), snacks, and beverages in our SF & NY offices
- 401(k) plan enrollment
- Stock options provided as part of the compensation package
Job title
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Degree requirement
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Location requirements
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