Customer Success Manager - US

Customer Success Manager

At Pulsar, we're on a mission to transform how factories run, using real-time data and AI to make industrial operations smarter and more effective. Pulsar's hardware and software platform provides real-time factory insights and analytics with a single-visit setup. The company operates in the US, Canada, Mexico and Latam. Backed by leading Silicon Valley venture capital firms and recognized by Stanford University, Pulsar offers a unique opportunity to drive digital transformation in industrial operations.

About the Role

We are looking for a Customer Success Manager to join our team full-time and help us take our customer satisfaction to the next level. You will work closely with our Head of Customer Success to improve the customer journey and maximize retention, while also building positive relationships between customers and the company. The ideal candidate is proactive, excited about taking ownership of Pulsar's customer success initiatives and wearing many hats supporting all stages of the customer journey.

Responsibilities

• Own the relationship of a large group of customer accounts and support them at all stages of the post-sales customer journey
• Identify and drive upsell opportunities by guiding customers through the required implementations, configurations, and adoption needed to unlock expansion
• Assist clients with product onboarding and product engagement over time
• Help customers obtain increased value from our products, maximizing customer satisfaction, engagement and retention
• Constantly track customer satisfaction and analyze key metrics including retention, NPS, conversion rate and health score
• Effectively communicate learning about customer needs, concerns and product feedback with Pulsar's product, design and sales teams
• Understand and design the ideal customer journey to accelerate adoption
• Actively promote new customer success initiatives

About You

• 3+ years of experience in customer success
• Strong interpersonal communication skills
• Excellent time management and project management skills
• Native English speaker
• Passion for technology and for being part of a fast-growing SaaS company
• Location: Remote + some monthly travel

Bonus Points

• Work experience in customer success, support or sales at a high-growth SaaS tech company
• Work experience in the industrial space
• Understanding of continuous improvement methodologies (Lean Six Sigma, Kaizen)
• Experience evaluating customer satisfaction metrics like NPS, retention and health score.

What We Offer

We offer a competitive compensation and although we are still early stage, we are always seeking ways to invest in the long-term health, wellness, and continued education of our employees. This is a great opportunity for someone interested in taking an important role in a fast-growing startup and helping us grow our customer success team as we scale. You will be part of an elite, tight-knit, and high-energy team that is obsessed with building great products and even more obsessed with building a great company and culture.