Customer Success Manager
About The Position
As a member of the customer experience team, the Customer Success Manager works closely with fast-growing companies as their direct point of contact and support. The role partners with account management, product, and engineering to resolve customer questions, manage product requests and issues, and share customer insights that help improve the product. The position serves as the first line of defense for customers and represents the voice of the customer across the team. It supports Pump’s growth by handling requests through phone, email, and chat, and by helping maintain high customer satisfaction.
Requirements
- Ability to support customers over email, Slack, and in-app support channels.
- Excellent verbal and written communication skills.
- Experience collaborating closely with teams outside of support.
- Strong background in customer support via email and phone.
- Investigative and critical-thinking skills.
- Desire for ownership and growth in the role over time.
- Ability to work evenings and weekends as needed.
Nice To Haves
- Previous experience with Pylon, HubSpot, or other customer support management software.
Responsibilities
- Diagnose potentially complex problems using critical thinking and available tooling or engineering support.
- Work with the support lead on documentation, escalations, product updates, and communication with other teams and third parties.
- Support customers at fast-growing companies in the United States.
- Handle customer support requests over phone, email, and chat to help Pump scale effectively.
- Help maintain a leading customer satisfaction rate.
- Provide customer feedback and insights to help improve the product.
- Learn the Pump Platform thoroughly to maximize effectiveness with customers.
Benefits
- Competitive compensation and equity.
- Comprehensive healthcare and dental coverage for the employee.
- 401(k) plan.
- 13 accrued PTO days, plus a company shutdown from December 24 through January 1.
- Free lunch and dinner at the office.
- Annual company-paid retreats.
- Developmental bonuses and support for professional development tied to cloud and related fields.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
