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Pump.co is seeking a Customer Success Manager to join their customer experience team. In this role, you will serve as the primary point of contact for some of the fastest-growing companies in the US, acting as their direct line of support and advocacy within Pump.
You will work closely with account management, product, and engineering teams to resolve customer questions, manage product requests and issues, and provide critical feedback on product improvements. Your responsibilities include:
• Diagnosing and resolving complex customer problems using available tooling and engineering support
• Handling support requests across multiple channels: email, Slack, phone, and in-app support
• Collaborating with the support lead on documentation, escalations, product updates, and cross-team communication
• Serving as the voice of the customer to internal teams, owning a critical piece of the product feedback loop
• Maintaining industry-leading customer satisfaction rates
• Learning the Pump Platform thoroughly to maximize effectiveness with customers
• Supporting the company's scaling efforts in a fast-paced startup environment
This is an individual contributor role focused on delivering exceptional customer support and gathering insights that drive product improvements. You will have direct impact on customer success and company growth.
REQUIREMENTS:
• Strong background in customer support via email and phone
• Excellent verbal and written communication skills
• Ability to provide support across email, Slack, and in-app channels
• Investigative and critical thinking skills for diagnosing complex problems
• Experience collaborating closely with teams outside of support
• Desire for ownership and growth in the role over time
• Ability to work evenings and weekends as needed
NICE TO HAVES:
• Previous experience with Pylon, HubSpot, or other Customer Support Management Software
