Customer Success Manager

Pointr; United States; Hybrid; USD 125,000 - 140,000; Full time

Benefits offered by this job

Hybrid work

Office in Boston

Stock options

Health care

Dental

Parental leave

PTO & holidays

401(k)

Job summary

Pointr is seeking a Customer Success Manager to lead post-sales success for Workplace customers, driving adoption, renewals, and expansions. You will assess health, surface risks, and collaborate with Product and Delivery to strengthen top customer relationships.

You will manage multi-stakeholder engagements, build influence with executives, and guide renewal strategies while focusing on reducing churn and enabling growth across strategic accounts.

Qualifications

• 5+ years in complex B2B environments including customer success or delivery.
• Experience managing multi-stakeholder enterprise accounts.
• Strong commercial mindset with renewals, expansions and value-based selling.

Responsibilities

• Define and own customer adoption, renewal and expansion strategy for Workplace segment.
• Use established standards for adoption and renewal readiness (health checks, executive alignment, value proof, QBRs).
• Build and maintain a clear value narrative, translating product usage into business outcomes.
• Build trusted relationships with senior and executive stakeholders.
• Lead the service renewal and retention process to reduce churn and drive account growth.
• Lead executive alignment meetings and QBRs, address risks and growth opportunities.
• Identify early warning signals and trigger proactive interventions.
• Demonstrate empathy and active listening to navigate complex stakeholder dynamics.

Skills

Customer success

Enterprise accounts

Renewals & expansions

Executive stakeholder mgmt

English fluency

Education

Bachelor's/Master's in Business/Tech

Tools

Monday.com

Jira

CRM systems

Job description

Our Story

Pointr is the market leader in Indoor Mapping, Location and Analytics and the inventor of AI-based map production. Its innovative (20+ patents) Pointr Maps™ platform is used by millions of users across offices, retail locations, airports, hospitals, and more every month.

As the top choice of Fortune 100 customers and billions of sqft. deployed globally (30+ countries), Pointr is always on the lookout for great team members to support its fast growth. Our core values are Ownership, Harmony, and Scale, and we look for Passionate, Kind, and No-Ego team members to join the team.

Role Overview

We are looking for a Customer Success Manager to join the team - a senior individual contributor role that leads customer success for our Workplace customers.

This role sits at the center of our post-sales organization, supporting our Workplace customers using the standards for how we drive adoption, manage renewals and expansions, and handle complex customer risks in a disciplined, repeatable way.

You will assess customer health, lead renewal and expansion opportunities, and surface any risks that may impact customer retention and adoption. Working closely with Customer Advocates, Product, and Delivery, you will help drive accountability for Pointr's most important Workplace customer relationships.

Core Responsibilities

• Define and own customer adoption, renewal and expansion strategy for the Workplace customer segment.
• Use established standards for successful adoption and renewal readiness (health checks, executive alignment, value proof, QBRs, etc.).
• Build and maintain a clear value narrative, translating product usage and delivery into business outcomes.
• Build trusted relationships with senior and executive stakeholders.
• Lead the service renewal and retention process to reduce churn and ensure account growth.
• Lead senior stakeholder alignment meetings and QBRs, proactively addressing risks and identifying growth opportunities.
• Identify early warning signals (usage decline, stakeholder change, delivery risk) and trigger proactive interventions.
• Proven ability to build trust-based client relationships, with strong empathy and active listening skills to understand customer needs and navigate complex stakeholder dynamics.

Minimum Qualifications

• 5+ years of experience in complex B2B environments, including customer success, customer delivery, partnerships, enterprise sales, or consulting.
• Proven experience managing multi-stakeholder enterprise accounts and managing renewals and expansions.
• Strong commercial mindset with experience supporting renewals, expansions, and value-based selling.
• Excellent communication skills and confidence working with senior stakeholders.
• Ability to collaborate effectively across technical and business teams.
• Fluent in English, both written and verbal.

Preferred Qualifications

• Experience in B2B SaaS or platform-based product experience.
• Experience working with enterprise customers in complex delivery environments.
• Familiarity with CRM, customer success, and project management tools (e.g.Monday, Jira).
• Experience working closely with Product and Delivery teams on customer outcomes.
• BS or MS degree in a relevant business or technology field.

Compensation

$125,000-$140,000 base salary, plus an annual target bonus of 15% of base tied to customer retention and renewal performance (gross/net revenue retention, on-time renewal rate), and equity (stock options).

What We Offer?

• Supportive, kind (no-ego), and smart team
• Hybrid work (2 days being in the office is required)
• International environment and inclusive culture
• Competitive base salary and attractive stock options
• Cool and comfortable office in Boston (Back Bay)
• Private health care (75%) and Dental
• Company-sponsored parental leave
• 18 days PTO, plus sick time + 12 holidays per year
• 401(k) retirement scheme

We Succeed Together

Great outcomes happen when talented, diverse people come together with a shared purpose. We value empathy, humility, and expertise, and we believe the best ideas come from collaboration, thoughtful challenges, and open feedback.

We empower our teams with clear goals and ownership, creating an environment where everyone can contribute, grow, and succeed. We take responsibility for our individual and collective development, celebrate our progress, learn from our experiences, and recognize the impact we create together.

We are committed to providing an accessible and inclusive experience for all candidates.