Customer Success Manager

Ponto is looking for a Customer Success Manager responsible for the post-sales lifecycle of Ponto customers. The role is critical in empowering customers to unlock the maximum value from their use of Ponto's products. You will become a trusted partner to our customers, working to understand the nuances of their businesses and the opportunities to best leverage Ponto. Working closely with Customer Success Engineers, you will be responsible for onboarding new customers, conducting quarterly business and website reviews, managing the renewal process, helping customers understand and implement new features, and working directly with our product team to collect and act on customer feedback. You will directly impact Ponto's expansion and customer experience like few roles do.

Representative projects

  • Provide enterprise customers with guidance on launching and utilizing the Ponto API
  • Respond to customer inquiries about product questions and provide solutions to complex use cases and workflows
  • Own the renewal process with Ponto's enterprise customers and facilitate the contract process
  • Partner with the Engineering team to create bespoke customer onboarding workshops based on predetermined business requirements
  • Identify customer references and case studies
  • Act as the voice of the customer with the Ponto product team, helping shape evolution of the product

You might be a good fit if you have

  • Prior Customer Success or Account Management experience with a SaaS company or financial services business
  • Strong verbal and written communication skills and are able to present complex ideas in an accessible and engaging way to both internal and external stakeholders, including executive level conversations with customers
  • A keen business sense to discover and understand customer objectives and pain points to ultimately measure Ponto's financial impact on the customer’s business
  • Excitement to dive into the technical details of the product to understand the customer’s use-case and needs thoroughly
  • Great people skills: genuine, warm, curious, engaging, conversational, friendly, empathetic, and caring

What we offer

  • Best-in-class benefits package
  • Meaningful and significant equity in a fast-growing startup
  • Untracked vacations policy, with an annual minimum
  • New parent leave
  • Relocation support
  • A world-class environment in which to learn and do your best work
  • A commitment to remote-first tooling

We look forward to hearing from you

Apply Now

Started in San Francisco, Ponto will grow to a number of locations worldwide. We believe our offices exist to allow us to share our energy and support our social and emotional journey together. At the same time, talented people don't all exist in one place. We are committed to remote-first practices and are looking for individuals keen to refine and develop this culture. We encourage applications from wherever you are in the world. Interested? Come join us!

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