Customer Success Manager

The role

You will be the main contact and support for fast-growing customers, handling their questions over phone, email and chat. You will work with account management, product and engineering teams to resolve issues and share customer feedback to improve the product.

What you will do

• Diagnose complex problems using tooling or engineering support
• Work with the support lead on documentation, escalations and product updates
• Communicate with other teams and third parties to help customers
• Handle support requests over phone, email and chat
• Maintain a high customer satisfaction rate
• Provide customer feedback to improve the product
• Learn the Pump Platform to support customers effectively

Required qualifications

• Ability to provide support over email, Slack and in-app channels
• Excellent verbal and written communication skills
• Experience collaborating 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
• 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 plus equity
• Comprehensive medical and dental coverage
• 401(k) plan
• 13 days of accrued PTO
• 9 sick days
• All 11 federal holidays
• 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 for professional development tied to cloud and related fields

About the company

Pump works with some of the fastest growing companies in the world and is described as a start-up environment.