Customer Success Manager - Startup, Onsite in SF

Pump.co; San Francisco (CA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

100% medical coverage for you

401k

32 vacation days

Unlimited sick leave

Yearly company-paid team retreats

Job summary

A technology startup is seeking a Customer Success Manager to be the first line of defense for customers, addressing queries and managing product requests. The ideal candidate will excel in communication and critical thinking, contributing to customer satisfaction and insights for product enhancements. This role offers a competitive salary and comprehensive benefits, including 100% medical coverage and generous vacation days.

Qualifications

• Strong background in customer support via email and phone.
• Ability to work evenings and weekends as needed.
• Experience collaborating with teams outside of Support.

Responsibilities

• Diagnose complex problems and collaborate with support lead.
• Engage with customers via phone, email, and chat.
• Contribute to product improvements based on customer feedback.

Skills

Excellent verbal and written communication skills

Critical thinking skills

Experience in customer support

Ability to provide support via multiple channels

Ownership mindset

Tools

Pylon

Zendesk

Job description

Overview

Customer Success Manager - Startup, Onsite in SF. Base pay range: $65,000 - $90,000 per year. This role is with Pump.co and involves partnering with customer teams to resolve questions, manage product requests and issues, and provide insights to improve the product. You will be the first line of defense for customers and the voice of the customer to the team.

What You’ll Do

• Utilize critical thinking to diagnose potentially complex problems using tooling or engineering support to resolve.
• Collaborate with the support lead on documentation, escalations, product updates, and communication with other teams and third parties to aid customers.
• Grow, develop, and learn in a fast-paced startup environment.
• Engage with some of the fastest growing companies in the US.
• Handle support requests via phone, email, and chat to help Pump scale effectively.
• Maintain an industry-leading customer satisfaction rate.
• Contribute to the feedback loop for product improvements and provide insights to the entire team.
• Learn the Pump Platform to maximize effectiveness with customers.

What You Need

• Ability to provide support to customers via 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.
• Ownership mindset and desire to grow in the role over time.
• Ability to work evenings and weekends as needed.

Nice to Have

• Experience with Pylon, Zendesk, or other Customer Support Management software.

Benefits (for U.S.-based full-time employees)

• 100% medical coverage for you
• 401k
• 32 vacation days and unlimited sick leave
• Yearly company-paid team retreats

Compensation

Compensation: $65,000 USD - $90,000 USD per year

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• Technology, Information and Internet