Senior Customer Excellence Lead

Pointr•Boston, MA

2d•Hybrid

About The Position

We’re looking for a Senior Customer Excellence Lead to drive consistent, high-quality customer outcomes at Pointr. This role sits at the center of our post-sale organization, setting the standard for how we drive adoption, manage renewals and expansions, and handle complex customer risks in a disciplined, repeatable way. You’ll shape how customer health is assessed, how renewal and expansion opportunities are identified and progressed, and how risks are surfaced and addressed early. Working closely with Customer Advocates, Sales Excellence, Product, and Delivery, you’ll bring structure, commercial rigor, and accountability to Pointr’s most important customer relationships. This is a senior, commercially minded role requiring strong judgement, a coaching mindset, and the credibility to influence outcomes without owning accounts day-to-day.

Requirements

8+ years of experience in Customer Success, Account Management, or Consulting
Proven experience in owning renewals and expansions
Enterprise account experience, managing complex, multi-stakeholder customer environments
Experience building and scaling customer success frameworks or operating models
Startup or scale-up experience, with comfort operating in fast-paced environments
Strong executive communication and stakeholder management skills
Structured, data-driven, and pragmatic approach
Ability to influence cross-functionally without direct authority

Nice To Haves

Experience in B2B SaaS and enterprise customer environments
Background scaling customer success functions in high-growth companies
Strong commercial acumen with exposure to ARR, forecasting, and expansion strategy
Experience working closely with Product and Delivery teams on customer outcomes
Coaching and mentoring experience for senior customer-facing roles

Responsibilities

Define and own customer adoption, renewal, and expansion strategy by segment
Establish standards for successful adoption and renewal readiness (health checks, exec alignment, value proof)
Build and maintain customer health scoring, risk thresholds, and escalation models
Identify early warning signals (usage decline, stakeholder change, delivery risk) and trigger proactive interventions
Lead complex customer escalations and executive-level conversations
Partner with Customer Advocates on expansion motions and renewal planning
Set execution standards for QBRs, playbooks, and customer lifecycle processes
Coach and mentor Customer Advocates to improve execution quality and consistency

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
Compensation: $150k Base + $50k On-Target Bonus + Stock Options