Customer Success Manager
Supports customers by diagnosing issues, managing escalations and product feedback, and coordinating with product, engineering, and account management teams. The role requires strong communication, investigative problem-solving, and experience delivering support across multiple channels.
About the job
Responsibilities
- Serve as the primary contact and support resource for customers.
- Diagnose complex customer problems using support tooling and engineering assistance.
- Resolve customer questions, product requests, and issues.
- Collaborate with account management, product, engineering, support, and third-party teams.
- Support documentation, escalations, product updates, and customer communications.
- Handle customer support requests through phone, email, Slack, and in-app channels.
- Maintain a high customer satisfaction rate.
- Provide customer insights and product feedback to improve the platform.
- Learn the Pump Platform in depth to maximize customer effectiveness.
- Work evenings and weekends as needed.
Requirements
- Experience providing customer support through email and phone.
- Ability to support customers through email, Slack, and in-app channels.
- Excellent verbal and written communication skills.
- Experience collaborating with teams outside of support.
- Strong investigative, critical-thinking, and problem-solving skills.
- Ownership mindset and interest in growing within the role.
Nice to Have
- Experience with Pylon, HubSpot, or other customer support management software.
Compensation and Benefits
- $70,000–$90,000 USD annually.
- Comprehensive healthcare and dental coverage for U.S.-based full-time employees.
- 401(k) plan.
- 13 accrued PTO days plus a company shutdown from December 24 through January 1.
- Free lunch and dinner at the office.
- Annual company-paid retreats.
- Professional development support tied to cloud and related fields.
Skills
Customer Support, Slack, Email Support, Phone Support, In-App Support, Pylon, HubSpot, Customer Satisfaction
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