Customer Success Manager

Customer Success Manager - Pump.co

As a member of our stellar customer experience team, you will work closely with some of the fastest growing companies in the world as their direct line of contact and support. You'll partner closely with our account management, product, and engineering teams on resolving customer questions, managing product requests and issues, and bringing insights into how we can improve our product. You'll be the first line of defense for our customers and the voice of the customer to the rest of the team!

What You'll Do

• Use critical thinking to diagnose potentially complex problems, using tooling or engineering support to resolve them.
• Work directly with the support lead on documentation, escalations, product updates, and communication with other teams and 3rd parties to help our customers.
• Grow, develop and learn in a fast-paced, start-up environment.
• Work directly with some of the fastest growing companies in the US.
• Help Pump scale effectively by handling support requests over phone, email and chat.
• Help us maintain an industry-leading satisfaction rate with our customers.
• Own a critical piece of the feedback loop for improving our product, providing insight for the whole team.
• Learn the Pump platform inside and out to maximize effectiveness with our customers.

What We're Looking For

• Ability to provide support to 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 Have

• Previous experience with Pylon, HubSpot, or other customer support management software.

Benefits Competitive compensation + equity; medical and dental; 401(k); 13 days accrued PTO, 9 sick days, 11 federal holidays, winter break Dec 24 - Jan 1; free lunch at the office; building gym; annual company-paid retreats; developmental bonuses tied to cloud and related fields.