Senior Enterprise 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

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.