Customer Success Manager - Distributed / Remote

The Position

Do you thrive in a fast-paced startup style environment? Do you enjoy working on a small innovative team that is passionate about helping people solve problems? Are you a patient teacher and enthusiastic promoter? We are looking for someone to manage our customer success team, and if that description resonates with you, you could be an excellent fit for our company.​

The customer success team is front and center when it comes to helping customers. We’re a tight knit team that works together and cross functionally to improve the experience of our customers. We are doers and customer centric and believe strongly in the power of giving customers the information and tools they need to successfully navigate our product and booking their trips.

The ideal candidate is expected to provide thoughtful leadership and support to the existing customer success team, while developing the best practices and processes to help our customers utilize our expertise and technology.

What You'll Do

Ultimately, you’ll be assisting an innovative travel start-up in reaching global scale by identifying and building relationships with key brands and individuals.

You’ll be a passionate advocate for your team and our customers, and will work closely with the Concierge and Product Teams to identify opportunities for streamlining the user experience, while ensuring customers the information and tools they need to successfully navigate our product and book their trips.

Key responsibilities include:

  • Lead and develop a team of customer success professionals to provide superior service and experiences to our customers
  • Provide coaching and feedback that helps our employees meet and exceed their priorities and expectations, and creates an environment for everyone to thrive
  • Correspond with customers via email, chat and social media, and educate team members on best practices for doing the same as well as manage escalated customer issues
  • Identify opportunities for engagement, process improvement, and increased customer satisfaction
  • Collaborate with Product and Marketing teams to drive customer-focused initiatives and improvements
  • Work on Cross functional and customer success specific tasks (one off tasks and recurring tasks)
  • Seek opportunities to create special moments and surprise and delight moments for customers, and inspire your team to do the same
  • Share and elevate customer success stories
  • Write customer facing language for team communication (templated macros)

What You Have

  • 5+ years of experience working in customer experience, customer success, or customer service for a tech company, SaaS and/or startup, with at least 2 years in a leadership role and at least 1 year of people management experience
  • A passion for building relationships with your team, other internal groups, and especially customers
  • Excellent written and verbal communication skills, including handling virtual meetings and Slack chatter
  • Tech savviness, and innate curiosity towards finding solutions that streamline processes or improve the day-to-day of your team
  • Proficiency in modern professional tools (Slack, Zoom, Hubspot, Google Workspace)
  • Customer centric - you think about how to create better experiences for customers first
  • An entrepreneurial spirit, and an interest in taking ownership of situations
  • Understanding of data tagging and management practices, and proficiency making data-driven decisions
  • Strong interest and knowledge of travel industry, airline industry and/or credit card loyalty programs
  • Flexibility - we’re growing and evolving and we’re looking for folks to grow and evolve with us

About point.me

Here at point.me we’re devoted to bringing simplicity and clarity to a system that is intentionally opaque. And unlike traditional travel agencies, or even online booking services like Orbitz, Kayak, & Google, we don’t take a fee or commission from the airlines when someone books a flight.

Instead, point.me is on the  side of our customers — we work directly for them! We’re an ally that uses our expertise and technology to ensure people travel better, and are never taken advantage of.

Our proprietary algorithm crawls the many hidden corners of the Internet, including those hard-to-search airline award websites to discover the clearest path to maximizing the value of loyalty and credit card points.

Benefits & perks

Join our growing team! Here at point.me we believe in taking care of our team, so that our team can take care of our customers. All employees are offered the following:

  • Competitive salaries and meaningful equity
  • Comprehensive health care coverage
  • A 100% distributed workforce, so you can contribute from wherever you prefer
  • An open vacation policy, with a minimum of 15 days off each year
  • Team trips and outings

Given the nature of our business, we anticipate that all team members will be traveling from time to time, including company trips and off-sites, or meeting with strategic partners. As such, being fully vaccinated against COVID-19 is a condition of employment at point.me. We’ll ask you to send us a copy of your vaccination card in advance of your first day.

We respect the individual needs of employees and are an equal opportunity employer. Positions are remote, but you must be eligible to work in the United States.

Sound like a good fit? Let’s chat.