About Us:

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At Punt.so, we’re revolutionizing sales communication with cutting-edge AI technology. Our platform helps sales reps respond to customer emails faster, nurture leads effortlessly, and schedule meetings automatically. We’re a fast-growing startup backed by early customers who love our product. Now, we’re looking for our first Customer Success Manager to help us build a world-class experience for our users.

Role Overview:

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As the first Customer Success Manager at Punt.so, you’ll play a pivotal role in ensuring our customers succeed with our product. You’ll be the primary point of contact for our users, helping them onboard quickly, maximize their ROI, and continuously discover new ways to benefit from our AI-driven platform. You’ll have the opportunity to shape our customer success strategy, build processes from scratch, and directly impact our growth.

Responsibilities:

• Customer Onboarding & Training:
  • Guide new customers through the onboarding process, ensuring a smooth and efficient setup.
  • Host product walkthroughs, training sessions, and regular check-ins to ensure customers understand the full potential of Punt.so.
• Customer Relationship Management:
  • Serve as the main point of contact for customer questions, concerns, and feedback.
  • Proactively identify opportunities to add value, helping customers achieve their sales and communication goals.
• Retention & Expansion:
  • Monitor customer health metrics to identify risks and growth opportunities.
  • Develop and implement strategies to reduce churn and drive upsell opportunities.
• Advocacy & Feedback Loop:
  • Act as the voice of the customer, sharing insights with the product and engineering teams to improve the platform.
  • Partner with marketing and sales to create compelling case studies, testimonials, and user stories.
• Process Building:
  • Establish scalable systems and processes to streamline onboarding, support, and ongoing customer engagement.
  • Set up a knowledge base and other self-service resources for customers.

Qualifications:

• Experience:
  • 3+ years in a customer success, account management, or similar customer-facing role, ideally in SaaS or technology.
• Skills:
  • Exceptional communication and interpersonal skills.
  • Strong problem-solving abilities and a proactive approach to challenges.
  • Comfort working in a fast-paced, startup environment.
  • Experience with CRM tools, customer success platforms, and analytics dashboards is a plus.
• Attributes:
  • A customer-first mindset, always aiming to deliver the best possible experience.
  • A self-starter who thrives on building processes and improving workflows.
  • Passionate about technology, AI, and helping teams improve efficiency.

What We Offer:

• Competitive salary and equity package.
• The chance to define and lead the customer success function at an early-stage startup.
• A collaborative, remote-friendly work environment.
• The opportunity to work with cutting-edge AI technology and shape the future of sales communication.