Customer Success Manager

Pump.co
San Francisco
Workplace: OnsiteFull timeUSD 70,000 - 90,000Function: Customer Success & Account ManagementExperience: 5+ yearsSkills: ["Communication","Collaboration","Ownership","Critical thinking","Investigative thinking"]

Own the customer experience as the first line of defense, partnering with account management, product, and engineering to resolve customer questions and manage product requests and issues. Use critical thinking to diagnose complex problems via tooling or engineering support. Handle support requests over phone, email, and chat, maintain a high satisfaction rate, and feed customer insights back to improve the product.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Pump.co
Pump.co
3 days ago

Customer Success Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live
Reposted: similar role first listed 1 year ago

Job Summary

Own the customer experience as the first line of defense, partnering with account management, product, and engineering to resolve customer questions and manage product requests and issues. Use critical thinking to diagnose complex problems via tooling or engineering support. Handle support requests over phone, email, and chat, maintain a high satisfaction rate, and feed customer insights back to improve the product.
Location: San Francisco
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Resolve customer questions and product requests/issues by partnering with account management, product, and engineering.
  • •Support customers as the first line of defense and the voice of the customer to the rest of the team.
  • •Diagnose complex problems using tooling or engineering support to reach solutions.
  • •Support documentation, escalations, product updates, and communication with other teams and third parties.
  • •Handle support requests over phone, email, and chat to help Pump scale and maintain customer satisfaction.

Pay and Benefits

Salary: USD 70,000 - 90,000
Perks:Health InsuranceDental401kPaid Leave

Key Requirements

  • •Provide customer support over email, Slack, and in-app channels.
  • •Strong verbal and written communication skills.
  • •Experience collaborating closely with teams outside of support.
  • •Strong background in customer support via email and phone.
  • •Investigative and critical thinking skills with a desire for ownership and growth over time.
Experience:5+ years
Skills:CommunicationCollaborationOwnershipCritical thinkingInvestigative thinking
Tech Stack:SlackHubSpotPylonEmailIn-app supportPhonePump Platform

Company Brief

Pump.co
Operates LootRush, a platform focused on gamer engagement and digital rewards, enabling users to earn in-game items, participate in promotions, and discover partner offers across games and apps to enhance player retention and monetization.
Industry: Gaming
Website