What are the responsibilities and job description for the Customer Success Lead position at Pointr?
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
Lead Customer Success professionals are strategic leaders who drive customer satisfaction, retention, and growth while guiding and mentoring the Customer Success team to deliver exceptional results.
At Pointr, we empower our Lead CSMs to not only partner with clients but also to shape and scale our customer success strategy across multiple accounts, industries, and geographies. This role blends leadership, deep technical acumen, and a forward-looking vision to ensure both client and team success in delivering premier indoor technology solutions.
As a senior leader, you will serve as the ultimate escalation point and strategic advisor for high-value accounts, while also coaching your team, refining processes, and collaborating cross-functionally to align customer outcomes with business objectives. You will thrive in a flat, fast-paced organization, energized by leveraging cutting-edge technology to create the future of indoor experiences.
Core Responsibilities
- Lead and mentor the Customer Success team, fostering a collaborative, high-performance culture that consistently delivers value to our clients.
- Build and maintain strong, long-term relationships with key accounts, acting as a trusted advisor and advocate at the executive level.
- Define and implement scalable customer success strategies that drive client satisfaction, retention, and growth across multiple accounts.
- Monitor portfolio health through KPIs, usage analytics, and client feedback, proactively addressing risks and identifying opportunities for expansion.
- Plan and lead quarterly business reviews and strategic planning sessions, ensuring alignment between client objectives and Pointr’s solutions.
- Act as the primary escalation point for complex client issues, driving resolution and maintaining strong client trust.
- Partner closely with Sales, Product, Technical Delivery, and Project Management to ensure seamless delivery of projects and initiatives.
- Leverage technical expertise in SDLC, DevOps, front-end technologies, integration, and automation to advise clients and contribute to product roadmap discussions.
Minimum Qualifications
- 5 years of customer success, technical account management, or strategic client management experience in a technical SaaS/hardware environment, with at least 2 years in a leadership role.
- Proven track record of leading teams to exceed retention, expansion, and customer satisfaction targets.
- Strong ability to influence at the executive level, both internally and externally. Experience building and scaling customer success processes, tools, and playbooks in a fast-paced, analytical environment.
- Deep understanding of agile software development processes and technical concepts, with the ability to translate them for diverse audiences.
- Exceptional communication, relationship-building, and problem-solving skills.
- Fluent in English, both written and verbal.
- Process-oriented with an eye for detail and improvements.
Preferred Qualifications
- BS or MS degree in a relevant technology or management field (Computer Science is a plus)
- Experience with customer success and project management tools (Salesforce, HubSpot, Jira, Smartsheet, Monday.com, MS Office)
- Certified Customer Success Manager (CCSM) preferred
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) or access to WeWork in other locations
- Private health care (75%) and Dental
- Company-sponsored parental leave
- 18 days PTO, plus sick time 12 holidays per year
- 401(k) retirement scheme
- Compensation: $130k Base Stock Options Bonus Commission with OTE $200k