Pointr
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Customer Success Lead
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Pointr 2 days ago Be among the first 25 applicants Join to apply for the
Customer Success Lead
role at
Pointr Get AI-powered advice on this job and more exclusive features. Our Story
Pointr is the market leader in Indoor Mapping, Location and Analytics and the inventor of AI-based map production. Its innovative (20+ patents) Pointr Maps platform is used by millions of users across offices, retail locations, airports, hospitals, and more every month. Our Story
Pointr is the market leader in Indoor Mapping, Location and Analytics and the inventor of AI-based map production. Its innovative (20+ patents) Pointr Maps platform is used by millions of users across offices, retail locations, airports, hospitals, and more every month.
As the top choice of Fortune 100 customers and billions of sqft. deployed globally (30+ countries), Pointr is always on the lookout for great team members to support its fast growth. Our core values are
Ownership ,
Harmony , and
Scale , and we look for Passionate, Kind, and No-Ego team members to join the team.
Role Overview
Lead Customer Success professionals are strategic leaders who drive customer satisfaction, retention, and growth while guiding and mentoring the Customer Success team to deliver exceptional results.
At Pointr, we empower our Lead CSMs to not only partner with clients but also to shape and scale our customer success strategy across multiple accounts, industries, and geographies. This role blends leadership, deep technical acumen, and a forward-looking vision to ensure both client and team success in delivering premier indoor technology solutions.
As a senior leader, you will serve as the ultimate escalation point and strategic advisor for high-value accounts, while also coaching your team, refining processes, and collaborating cross functionally to align customer outcomes with business objectives. You will thrive in a flat, fast-paced organization, energized by leveraging cutting-edge technology to create the future of indoor experiences.
Core Responsibilities
Lead and mentor the Customer Success team, fostering a collaborative, high-performance culture that consistently delivers value to our clients. Build and maintain strong, long-term relationships with key accounts, acting as a trusted advisor and advocate at the executive level. Define and implement scalable customer success strategies that drive client satisfaction, retention, and growth across multiple accounts. Monitor portfolio health through KPIs, usage analytics, and client feedback, proactively addressing risks and identifying opportunities for expansion. Plan and lead quarterly business reviews and strategic planning sessions, ensuring alignment between client objectives and Pointr’s solutions. Act as the primary escalation point for complex client issues, driving resolution and maintaining strong client trust. Partner closely with Sales, Product, Technical Delivery, and Project Management to ensure seamless delivery of projects and initiatives. Leverage technical expertise in SDLC, DevOps, front-end technologies, integration, and automation to advise clients and contribute to product roadmap discussions.
Minimum Qualifications
5+ years of customer success, technical account management, or strategic client management experience in a technical SaaS/hardware environment, with at least 2 years in a leadership role. Proven track record of leading teams to exceed retention, expansion, and customer satisfaction targets. Strong ability to influence at the executive level, both internally and externally. Experience building and scaling customer success processes, tools, and playbooks in a fast-paced, analytical environment. Deep understanding of agile software development processes and technical concepts, with the ability to translate them for diverse audiences. Exceptional communication, relationship-building, and problem-solving skills. Fluent in English, both written and verbal. Process-oriented with an eye for detail and improvements Ability to communicate in English fluently and idiomatically
Preferred Qualifications
BS or MS degree in a relevant technology or management field (Computer Science is a plus) Experience with customer success and project management tools (Salesforce, HubSpot, Jira, Smartsheet, Monday.com, MS Office) Certified Customer Success Manager (CCSM) preferred
What We Offer?
Supportive, kind (no-ego), and smart team Hybrid work (2 days being in the office is required) International environment and inclusive culture Competitive base salary and attractive stock options Cool and comfortable office in Boston (Back Bay) or access to WeWork in other locations Private health care (75%) and Dental Company-sponsored parental leave 18 days PTO, plus sick time + 12 holidays per year 401(k) retirement scheme $130k base + Up to $50k renewal bonus + $50k stock options
Compensation Range: $110K - $130K Seniority level
Seniority level Mid-Senior level Employment type
Employment type Full-time Job function
Job function Other Industries IT Services and IT Consulting Referrals increase your chances of interviewing at Pointr by 2x Sign in to set job alerts for “Customer Success Lead” roles.
Boston, MA $195,000.00-$235,000.00 3 days ago Boston, MA $102,400.00-$147,200.00 1 day ago Boston, MA $102,400.00-$147,200.00 3 weeks ago Sr. Manager - Customer Success D42 Freshworks
Boston, MA $166,400.00-$239,200.00 6 days ago Greater Boston $170,000.00-$190,000.00 3 days ago Boston, MA $80,000.00-$110,000.00 6 days ago Waltham, MA $53,760.00-$84,480.00 3 days ago Boston, MA $80,000.00-$95,000.00 1 month ago Waltham, MA $70,896.00-$111,408.00 1 week ago Senior Customer Success Manager (US East Coast)
Boston, MA $60,000.00-$65,000.00 2 days ago Boston, MA $80,000.00-$110,000.00 3 months ago Boston, MA $85,000.00-$90,000.00 5 days ago Technical Enterprise Customer Success Manager
Boston, MA $140,000.00-$170,000.00 1 day ago Bedford, MA $100,000.00-$125,000.00 2 days ago Customer Success Manager (CSM) – SAP Academy for Customer Success – Boston (HYBRID)
Burlington, MA $78,000.00-$180,700.00 2 weeks ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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Customer Success Lead
role at
Pointr 2 days ago Be among the first 25 applicants Join to apply for the
Customer Success Lead
role at
Pointr Get AI-powered advice on this job and more exclusive features. Our Story
Pointr is the market leader in Indoor Mapping, Location and Analytics and the inventor of AI-based map production. Its innovative (20+ patents) Pointr Maps platform is used by millions of users across offices, retail locations, airports, hospitals, and more every month. Our Story
Pointr is the market leader in Indoor Mapping, Location and Analytics and the inventor of AI-based map production. Its innovative (20+ patents) Pointr Maps platform is used by millions of users across offices, retail locations, airports, hospitals, and more every month.
As the top choice of Fortune 100 customers and billions of sqft. deployed globally (30+ countries), Pointr is always on the lookout for great team members to support its fast growth. Our core values are
Ownership ,
Harmony , and
Scale , and we look for Passionate, Kind, and No-Ego team members to join the team.
Role Overview
Lead Customer Success professionals are strategic leaders who drive customer satisfaction, retention, and growth while guiding and mentoring the Customer Success team to deliver exceptional results.
At Pointr, we empower our Lead CSMs to not only partner with clients but also to shape and scale our customer success strategy across multiple accounts, industries, and geographies. This role blends leadership, deep technical acumen, and a forward-looking vision to ensure both client and team success in delivering premier indoor technology solutions.
As a senior leader, you will serve as the ultimate escalation point and strategic advisor for high-value accounts, while also coaching your team, refining processes, and collaborating cross functionally to align customer outcomes with business objectives. You will thrive in a flat, fast-paced organization, energized by leveraging cutting-edge technology to create the future of indoor experiences.
Core Responsibilities
Lead and mentor the Customer Success team, fostering a collaborative, high-performance culture that consistently delivers value to our clients. Build and maintain strong, long-term relationships with key accounts, acting as a trusted advisor and advocate at the executive level. Define and implement scalable customer success strategies that drive client satisfaction, retention, and growth across multiple accounts. Monitor portfolio health through KPIs, usage analytics, and client feedback, proactively addressing risks and identifying opportunities for expansion. Plan and lead quarterly business reviews and strategic planning sessions, ensuring alignment between client objectives and Pointr’s solutions. Act as the primary escalation point for complex client issues, driving resolution and maintaining strong client trust. Partner closely with Sales, Product, Technical Delivery, and Project Management to ensure seamless delivery of projects and initiatives. Leverage technical expertise in SDLC, DevOps, front-end technologies, integration, and automation to advise clients and contribute to product roadmap discussions.
Minimum Qualifications
5+ years of customer success, technical account management, or strategic client management experience in a technical SaaS/hardware environment, with at least 2 years in a leadership role. Proven track record of leading teams to exceed retention, expansion, and customer satisfaction targets. Strong ability to influence at the executive level, both internally and externally. Experience building and scaling customer success processes, tools, and playbooks in a fast-paced, analytical environment. Deep understanding of agile software development processes and technical concepts, with the ability to translate them for diverse audiences. Exceptional communication, relationship-building, and problem-solving skills. Fluent in English, both written and verbal. Process-oriented with an eye for detail and improvements Ability to communicate in English fluently and idiomatically
Preferred Qualifications
BS or MS degree in a relevant technology or management field (Computer Science is a plus) Experience with customer success and project management tools (Salesforce, HubSpot, Jira, Smartsheet, Monday.com, MS Office) Certified Customer Success Manager (CCSM) preferred
What We Offer?
Supportive, kind (no-ego), and smart team Hybrid work (2 days being in the office is required) International environment and inclusive culture Competitive base salary and attractive stock options Cool and comfortable office in Boston (Back Bay) or access to WeWork in other locations Private health care (75%) and Dental Company-sponsored parental leave 18 days PTO, plus sick time + 12 holidays per year 401(k) retirement scheme $130k base + Up to $50k renewal bonus + $50k stock options
Compensation Range: $110K - $130K Seniority level
Seniority level Mid-Senior level Employment type
Employment type Full-time Job function
Job function Other Industries IT Services and IT Consulting Referrals increase your chances of interviewing at Pointr by 2x Sign in to set job alerts for “Customer Success Lead” roles.
Boston, MA $195,000.00-$235,000.00 3 days ago Boston, MA $102,400.00-$147,200.00 1 day ago Boston, MA $102,400.00-$147,200.00 3 weeks ago Sr. Manager - Customer Success D42 Freshworks
Boston, MA $166,400.00-$239,200.00 6 days ago Greater Boston $170,000.00-$190,000.00 3 days ago Boston, MA $80,000.00-$110,000.00 6 days ago Waltham, MA $53,760.00-$84,480.00 3 days ago Boston, MA $80,000.00-$95,000.00 1 month ago Waltham, MA $70,896.00-$111,408.00 1 week ago Senior Customer Success Manager (US East Coast)
Boston, MA $60,000.00-$65,000.00 2 days ago Boston, MA $80,000.00-$110,000.00 3 months ago Boston, MA $85,000.00-$90,000.00 5 days ago Technical Enterprise Customer Success Manager
Boston, MA $140,000.00-$170,000.00 1 day ago Bedford, MA $100,000.00-$125,000.00 2 days ago Customer Success Manager (CSM) – SAP Academy for Customer Success – Boston (HYBRID)
Burlington, MA $78,000.00-$180,700.00 2 weeks ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr