Customer Advocate (Workplace)

Pointr•Boston, MA

3d•Hybrid

About The Position

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 We are looking for a Customer Advocate to join the team — a senior role that combines enterprise sales, account management, and customer success (for Workplace). This role owns customer relationships end to end, from pre-sales discovery through delivery, renewal, and expansion. The Customer Advocate partners closely with customers and internal teams to ensure strong adoption, clear value realization, and sustainable account growth.

Requirements

6–10+ years of experience in complex B2B environments, including account management, customer success, partnerships, enterprise sales, or consulting.
Proven experience managing multi-stakeholder enterprise accounts.
Strong commercial mindset with experience supporting renewals, expansions, and value-based selling.
Excellent communication skills and confidence working with senior stakeholders.
Ability to collaborate effectively across technical and business teams.
Fluent in English, both written and verbal.

Nice To Haves

SaaS or platform-based product experience.
Experience working with enterprise customers in complex delivery environments.
Familiarity with CRM, customer success, and project management tools (e.g.Monday, Jira).
BS or MS degree in a relevant business or technology field.

Responsibilities

Own the end-to-end customer lifecycle across enterprise accounts, from discovery through renewal and expansion.
Serve as the primary point of contact for customer success, value delivery, and ongoing account growth.
Drive commercial outcomes across pilots, contracts, renewals, and expansions, contributing to ARR targets.
Lead customer discovery and value framing; collaborate with Pre-Sales on technical scoping.
Build and maintain a clear value narrative, translating product usage and delivery into business outcomes.
Coordinate cross-functional teams (Marketing, Pre-Sales, Project Manager, Product, Analytics, Finance) to ensure smooth execution.
Build trusted relationships with senior and executive stakeholders.
Lead pricing, negotiation, and commercial discussions in partnership with Finance and Legal.
Lead executive business reviews, senior stakeholder alignment meetings and QBRs, proactively addressing risks and identifying growth opportunities.
Proven ability to build trust-based client relationships, with strong empathy and active listening skills to understand customer needs and navigate complex stakeholder dynamics

Benefits

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
$200k–$250k OTE, including a $150k base salary, uncapped sales commission ($50k–$100k upside), and up to $100k in stock options