Customer Success Manager
3 weeks ago
**Description**:
Hi I'm Harry, the Customer Success Team Lead at Pinpoint.
We’re a high-growth, bootstrapped HR-Tech startup building and selling software that helps in-house recruitment teams attract, hire, and onboard the right talent. Today, we have a strong foundation in place, with a mature product, strong product-market fit, and happy customers.
As a business, we love working with customers to help them achieve their goals, and the Customer Success Management (CSM) team is at the forefront of this, speaking with customers daily. The CS organization comprises CSMs, Support Specialists, and Account Managers. As we continue to grow and acquire more customers, our team will need to expand accordingly.
That's where you come in.
We're looking for a **Customer Success Manager **who enjoys engaging with customers throughout their journey with Pinpoint, from implementation to becoming a customer champion. We seek someone who thrives in a team that continuously seeks smarter ways to deliver outstanding customer experiences.
**A few things to note before you apply**:
- We move fast, so if a customer requests a feature, we may solve it rapidly. The platform changes frequently, requiring you to be adaptable.
- Our goal is to exceed customer expectations, which are high. Customers can book time on your calendar, so you need to be flexible.
- The platform is highly flexible, leading to unique customer questions. You should be comfortable with ongoing learning rather than having all the answers immediately.
- Your day will be dynamic, involving tasks like onboarding new customers, conducting business reviews, meeting with the product team, and assisting with urgent customer needs. Zoom calls with clients (typically 3-5 daily) are a key part of the job.
- We need CSMs who can handle reactive support during implementation and beyond, while also making proactive recommendations and conducting business reviews to ensure customer success and happiness.
**About the Role**:
You only need to look at the reviews of Pinpoint on G2 and Capterra to see how many clients reference the quality of our support and success teams, which sets us apart from our competitors in a big way. This is because all members of the team not only look to keep improving their own skills but also work together to improve the way we work and deliver for customers. We don’t have all the answers, so we’re looking for people who are eager to develop and enhance solutions as they encounter challenges.
We're looking for someone who holds exceptional standards as a matter of personal pride and who wants to be rewarded for maintaining those standards through compensation and career growth without limit. At Pinpoint, a CSM is responsible for:
- **Implementations**: We believe implementation is the key to our platform's successful adoption and retention and offer a personalized implementation process to every customer. We place significant time and resources into making this process world-class for our clients, so we will be looking for you to follow and constantly improve the implementation project roadmap.
- **Ongoing Optimization and Support**: You'll proactively speak with your customers to suggest optimizations, use data to inform how they can improve their hiring process, and bring attention to the constant improvements we bring to the product.
- **Account Renewal**: You’ll work with the Account Management team to ensure customers are renewing at a high rate with insight into their usage and success with Pinpoint.
- **Voice of the Customer**: You’ll be the focal point of customer knowledge back into the business, bringing customer insights into product enhancements and marketing initiatives.
**Tech Stack**: Google Workplace, Notion, Slack, Zoom, Hubspot, Front, Intercom, Lattice, Linear, Canny, Charge, Calendly, HiBob, Guru
**About You**:
- 2+ years of direct Customer Success Management (CSM) experience, specifically managing mid-market and enterprise customers within the B2B-SaaS industry, _preferably in HR tech_.
- Demonstrated strong project management skills with a proven track record of overseeing 10 or more implementations in the B2B-SaaS sector.
- Ability to maintain composure while managing demands from a portfolio of 50 or more customers at various stages of the customer lifecycle.
- Capability to drive essential outcomes and ensure our customers achieve their desired success by understanding their perspectives and asking insightful questions.
- Proficiency in data analysis to effectively prioritize and organize daily tasks across a diverse range of customers.
- An eagerness for continual self-improvement
- A strong team-oriented mindset, actively contributing to the success of the team.
- Work authorization in the US and located in the Eastern or Central Time Zones (EST or CST).
**What We Offer**:
We’re committed to being an exceptional workplace and company you are proud to work for. To that end, we offer some great ben
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