Customer Success Manager

CUSTOMER SUCCESS MANAGER

Salary Range: $75,000-$90,000

About BlastPoint

BlastPoint is a B2B data analytics startup located in the East Liberty neighborhood of Pittsburgh. We give companies the power to engage with customers more effectively by discovering the humans in their data and understanding customer journeys. Serving diverse industries including energy, finance, retail, and transportation, BlastPoint’s Customer Intelligence Platform makes data accessible to business users so they can plan solutions to customer-facing challenges, from encouraging green behavior to managing customers’ financial stress. Founded in 2016 by Carnegie Mellon Alumni, we are a tight-knit, forward-thinking team. 

Why You Should Work for Us

• Solve Challenging Problems: BlastPoint’s platform incorporates cutting-edge approaches to geospatial data, psychographic clustering, data enrichment and a dynamic visualization environment, all at scale. We’re working to break new ground by pulling insights from high-dimensional data. And we’re pushing ourselves to try new and better ways to approach every step of our process.
• Have An Impact: Small but mighty, BlastPoint’s growth is due to big companies increasingly trusting us with supporting key decisions using their most sensitive data. What we do positively impacts the lives of millions of Americans (and beyond).
• Make Positive Change in the World: Our solutions reduce paper consumption, help struggling families pay their bills, and promote clean energy. We also offer our platform for free to nonprofits and civic-oriented organizations.
• Employee-Focused Culture: We support the individual needs of our team, offering schedule and work-from-home flexibility, health insurance, 401K, and three weeks of PTO. We also tailor growth opportunities, from skills training to industry conferences.
• Equal Opportunity Employer: BlastPoint is committed to creating an inclusive and diverse workplace, ensuring equal employment opportunities for individuals regardless of race, color, religion, sex, national origin, age, disability, or genetics.

OUR VALUES

Everybody matters

We beat expectations

Innovation built on a foundation

Cards on the table, always

"The smartest systems from the most comprehensive data built by the best people”

ABOUT THE ROLE:

BlastPoint is growing rapidly and seeking a Customer Success Manager (CSM) to champion our client relationships and ensure customers realize the full value of our platform. In this role, you’ll serve as the trusted advisor and strategic partner for assigned customer accounts, leading training, and engagement initiatives using a data-oriented, consultative approach to promote product adoption. Your success will be measured by the strength of your relationships, your ability to drive adoption and ROI, assistance with and recognizing renewal opportunities, and your contributions to customer growth and retention through collaborating internally to maximize client outcomes.

KEY RESPONSIBILITIES (What You'll Do)

• Strategic Partnership: Build long-term, trust-based relationships as the customer's primary contact, strategic advisor, and advocate. Drive measurable business value and maximize customer lifetime value (LTV).
• Adoption & Value Realization: Lead goal-oriented customer engagements (meetings, QBRs, training) to ensure deep understanding, optimal adoption, and realization of success metrics.
• Account Growth: Proactively identify and execute upselling and cross-selling strategies to drive account expansion and strong retention, minimizing churn risk.
• Process & Communication: Design and refine scalable customer success processes. Create and deliver clear, compelling materials (e.g., business reviews, strategic plans).
• Cross-Functional Advocacy: Partner with Product, Engineering, and other teams to effectively represent the voice of the customer and coordinate critical issue resolution.

REQUIREMENTS & QUALIFICATIONS (What You'll Need)

• Experience: Bachelor's Degree and 3–5 years in a customer-facing or Customer Success role, ideally within a SaaS or technology organization.
• Customer Engagement / Management: Proven ability to manage multiple customer accounts and relationships, while supporting new clients through the implementation process.
• Core Skills: Exceptional interpersonal and presentation skills to build trust with all client levels (users to executives). Excellent organizational skills and attention to detail under deadlines.
• Mindset: Solutions-oriented, resourceful, and analytical thinker with a growth mindset and a passion for technology.
• Data Fluency: Comfortable interpreting customer data and usage analytics to drive insights and strategic recommendations.
• Travel: Willingness to travel periodically for customer meetings, conferences, and internal All-Hands events (approx. twice yearly in the U.S.).

PREFERENCES

• Experience working in a startup environment
• Project management experience
• Experience using Gmail, GSuite (Drive, Slides, Docs, Sheets), Asana, HubSpot, Slack, and Canva (or similar)
• Previous presentation experience
• Familiarity with analyzing data in Excel

BENEFITS

• Competitive Salaries
• $500 Home Office Stipend
• Health, Dental, and Vision Insurance
• Work/Life Balance Culture
• 3 weeks of paid vacation
• 10 Paid Holidays
• Unlimited Sick Time
• 401K