Customer Success Manager

About the role

Join Pump.co’s customer experience team and become the primary point of contact for fast‑growing companies using our platform. You will collaborate with account management, product, and engineering to resolve questions, manage product requests, and provide insights that shape our roadmap.

Key responsibilities

• Diagnose complex issues using tools and engineering support to deliver timely resolutions.
• Partner with the support lead on documentation, escalations, product updates, and cross‑team communication.
• Handle support requests via phone, email, and chat, maintaining industry‑leading satisfaction rates.
• Own a critical feedback loop that informs product improvements.
• Become an expert on the Pump Platform to maximize customer success.

Required profile

• Strong written and verbal communication skills.
• Experience delivering support through email, Slack, and in‑app channels.
• Proven ability to collaborate with teams outside of support.
• Investigative mindset with critical thinking abilities.
• Willingness to work evenings or weekends when needed.

Required skills

• Slack
• HubSpot
• Pylon

What we offer

• Comprehensive health and dental coverage.
• 401(k) retirement plan.
• Generous PTO (13 days) plus company shutdown Dec 24–Jan 1.
• Free lunch and dinner at the office.
• Annual company‑paid retreats.
• Development bonuses for professional growth in cloud‑related fields.