Customer Success Manager

Pump.co • San Francisco, CA

9d

About The Position

As a member of the customer experience team, the Customer Success Manager works closely with fast-growing companies as their direct contact and support. The role partners with account management, product, and engineering teams to resolve customer questions, manage product requests and issues, and share insights that can improve the product. The Customer Success Manager serves as the first line of defense for customers and represents the customer’s voice to the rest of the team.

The position supports Pump’s growth by handling customer requests across phone, email, and chat, maintaining a high customer satisfaction rate, and contributing to the product feedback loop. It offers opportunities to learn and develop in a fast-paced startup environment and to build deep knowledge of the Pump Platform.

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, tooling, or engineering support to resolve them.
• Work with the support lead on documentation, escalations, product updates, and communication with other teams and third parties to support customers.
• Provide support to customers over phone, email, and chat.
• Help Pump scale effectively by handling support requests.
• Help maintain an industry-leading customer satisfaction rate.
• Provide customer feedback and insights to help improve the product.
• Learn the Pump Platform in depth to maximize effectiveness when supporting customers.
• Work directly with fast-growing companies in the US.

Benefits

• Competitive compensation and equity.
• Comprehensive medical and dental coverage.
• 401(k) plan.
• Paid time off, including 13 days of accrued PTO, 9 sick days, all 11 federal holidays, and a company-wide winter break from December 24 through January 1.
• Free lunch at the office.
• Free access to the building gym.
• Annual company-paid retreats.
• Professional development support tied to cloud and related fields through developmental bonuses.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed