Customer Success Manager
About The Position
We are looking for a Customer Success Manager to join the team — a senior individual contributor role that leads customer success for our Workplace customers. This role sits at the center of our post-sales organization, supporting our Workplace customers using the standards for how we drive adoption, manage renewals and expansions, and handle complex customer risks in a disciplined, repeatable way. You will assess customer health, lead renewal and expansion opportunities, and surface any risks that may impact customer retention and adoption. Working closely with Customer Advocates, Product, and Delivery, you will help drive accountability for Pointr’s most important Workplace customer relationships.
Requirements
- 5+ years of experience in complex B2B environments, including customer success, customer delivery, partnerships, enterprise sales, or consulting.
- Proven experience managing multi-stakeholder enterprise accounts and managing renewals and expansions.
- 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
- Experience in B2B 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).
- Experience working closely with Product and Delivery teams on customer outcomes.
- BS or MS degree in a relevant business or technology field.
Responsibilities
- Define and own customer adoption, renewal and expansion strategy for the Workplace customer segment.
- Use established standards for successful adoption and renewal readiness (health checks, executive alignment, value proof, QBRs, etc.).
- Build and maintain a clear value narrative, translating product usage and delivery into business outcomes.
- Build trusted relationships with senior and executive stakeholders.
- Lead the service renewal and retention process to reduce churn and ensure account growth.
- Lead senior stakeholder alignment meetings and QBRs, proactively addressing risks and identifying growth opportunities.
- Identify early warning signals (usage decline, stakeholder change, delivery risk) and trigger proactive interventions.
- 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
- Competitive base salary
- annual target bonus of 15% of base tied to customer retention and renewal performance (gross/net revenue retention, on-time renewal rate)
- equity (stock options)
- Supportive, kind (no-ego), and smart team
- Hybrid work (2 days being in the office is required)
- International environment and inclusive culture
- Cool and comfortable office in Boston (Back Bay)
- Private health care (75%)
- Dental
- Company-sponsored parental leave
- 18 days PTO, plus sick time + 12 holidays per year
- 401(k) retirement scheme
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
