Creator Economy, SaaS, Digital Media, Social Media Tools

Customer Success Manager

San Francisco, CAOnsiteFull TimePosted 18 days ago

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Required skills

customer support
email
phone
chat
Slack
in-app support
account management
product
escalations
product updates

Nice to have

Pylon
HubSpot
Customer Support Management Softwares

Role summary

This role is for a Customer Success Manager who will serve as the primary point of contact for fast-growing companies, ensuring excellent customer experience. Responsibilities include resolving customer issues, managing product requests, and providing customer insights to product and engineering teams. The role requires strong critical thinking, problem-solving, communication, and collaboration skills, with experience in customer support channels like email, phone, and chat. Familiarity with customer support software such as Pylon or HubSpot is preferred. The position also involves working evenings and weekends as needed and contributing to documentation and product feedback.

About the Role

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

Utilize critical thinking skills to diagnose potentially complex problems using tooling or engineering support to resolve

Work directly with the support lead on documentation, escalations, product updates, and communication with other teams and 3rd parties to help aid our customers

Have the ability to 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 a 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 You Need

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 role over time

Ability to work evenings and weekends as needed

Nice to Haves

Previous experience with Pylon, HubSpot, or other Customer Support Management Softwares

Benefits

Competitive compensation + equity

Comprehensive medical and dental coverage

401(k) plan

Generous 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

Developmental bonuses: support for professional development tied to cloud and related fields

Ready to apply?

You'll be redirected to Pump.co's application page.