Customer Success Manager

present of AI; San Francisco (CA); Vor Ort; USD 55.000 - 70.000; Vollzeit

Zusammenfassung

Pump.co seeks a hands-on support specialist in San Francisco to help customers reduce cloud bills. You will handle inquiries by phone, email, chat, and Slack, diagnose complex issues, and relay product feedback to the team. Knowledge of cloud costs across AWS, GCP, and Azure is useful, with experience in Pylon or HubSpot helping your day-to-day work.

The role emphasizes calm explanations, strong writing, and curiosity, plus collaboration with product and engineering to improve the platform.

Qualifikationen

• Solid customer support experience.
• Clear written and spoken communication.
• Curiosity when diagnosing issues.
• Comfort collaborating with product and engineering teams.

Aufgaben

• Answer customer questions by phone, email, chat and Slack.
• Dig into tricky problems and provide effective resolutions.
• Pass product feedback to the wider team to influence roadmaps.
• Collaborate with product and engineering teammates to resolve issues.

Kenntnisse

Support experience

Clear writing

Clear speaking

Issue diagnosis

Tools

Pylon

HubSpot

Jobbeschreibung

This is a hands-on support job for fast-growing companies that use the platform to lower their cloud bills. The work is answering customer questions by phone, email, chat and Slack, digging into tricky problems, and passing product feedback to the wider team. A strong candidate has solid support experience, clear writing and speaking, curiosity when diagnosing issues, and comfort working with product and engineering colleagues.

How it fits the AI era

AI tools can now draft replies, sort tickets and surface answers from documentation, so routine questions get faster. What stays human is judging a tricky cloud billing problem, explaining it calmly to a customer, and spotting patterns that shape the product. The role leans on investigation and relationships, which are harder to automate.

How it builds AI experience

The company works in AI and developer tools, so this role offers a close look at how cloud spend and infrastructure customers think. Experience with support software like Pylon or HubSpot is a useful start, and trying out AI features in those tools for summaries and drafts would build practical skills. Learning how cloud costs work across AWS, GCP and Azure adds knowledge that pairs well with AI assisted support.

Worth showing

• Phone and email support wins
• Troubleshooting complex customer issues
• Working with product and engineering
• Pylon or HubSpot experience

This is our own read, written from the employer's posting and the company's Spotlight. The employer's posting is the source of truth for the role.

About Pump.co

A free platform that, the company says, cuts a company's AWS, GCP and Azure bills by pooling many customers' cloud spend to unlock volume discounts, without engineering work.