VP of Customer Success

Our Story

Pointr is a global leader in indoor location technology. Our mission is to deliver reliable, scalable, and intuitive location experiences to connect people with and within buildings across omni-channel Web, Mobile, and Kiosk platforms. Our Deep Location platform has revolutionized the indoor positioning, smart building, and IoT markets. With several Fortune 100 clients across 18 countries and more than 1,000+ buildings already, we have promising plans for the years to come.

We have distinguished ourselves in the marketplace by growing around three core values: Ownership, Harmony, and Scale. These values are at the heart of every role, as we collectively create the future of indoor location technology.

Overview of the Role

Key objectives for the VP of Customer Success are :

1. Customer Satisfaction

2. Product Adoption

3. Renewal/Retention

So far as day-to-day work, this translates to:

• Building out Pointr’s Customer Success program to measure product engagement, achieve customer goal attainment, utilize product features and use-cases, and design the customer journey to drive customer lifetime value.

• Responsibility for the Full end-to-end customer experience from post-sale to ongoing success and business growth.

• Tracking and encouraging product adoption (roll up your sleeves and make it a success).

• Ensuring customers are happy and providing Product teams with detailed feedback that supports this.

• Developing and implementing strategies to address customer concerns.

• Analyzing data and metrics around customer onboarding engagement and growth.

• Cross-functional collaboration (like Sales, Partnerships, Marketing, Finance, and Development) on initiatives that support enterprise growth.

• Running QBRs.

• Hopping on a plane to meet our customers face to face to build rapport and develop champions.

The ideal candidate should have:

• 4+ years of experience leading customer success functions in high-growth SaaS environments

• Experience in enterprise account management with a highly technical product and a love relationship building with your customers

• Demonstrated ability to effectively lead managers as a player-coach across a globally distributed organization

• Proven ability to develop strategies, translate them into initiatives, and track successful delivery

• A flexible and agile nature and solution-oriented attitude

• Great customer references

• A passion for the smart buildings ecosystem

• A self-starter, adaptable, and quick learner

What do we offer?

• Supportive, kind (no-ego), and smart team

• Cool and comfortable office in Boston (Back Bay)

• Hybrid work (2 days being in the Boston office is required)

• International environment and inclusive culture

• Competitive base salary and attractive stock options

• Private health care (75%) and Dental

• Company-sponsored parental leave

• 401(k) retirement plan