Customer Success Manager

Cloud spend is a whopping $500 billion/yr, the biggest growing expense category for any tech company - tackling these costs requires continuous effort and time from DevOps teams.

Pump is a building the fastest way to save ~60% on cloud spend. Our AI-powered platform not only fully automates savings but we also leverage the power of group buying for even greater discounts. Our mission is to use AI to transform the status quo of cloud cost optimization.

We are backed by Y Combinator and our founding team consists of seasoned entrepreneurs with prior exits. We have a transparent, collaborative and a fast-paced culture that prioritizes winning with a flat organizational structure.

As a member of our stellar customer experience team, you will work closely with some of the fastest growing companies in the world as their direct line of contact and support. You’ll partner closely with our account management, product, and engineering teams on resolving customer questions, managing product requests and issues, and bringing insights into how we can improve our product. You’ll be the first line of defense for our customers and the voice of the customer to the rest of the team!

• Utilize critical thinking skills to diagnose potentially complex problems using tooling or engineering support to resolve
• Work directly with the support lead on documentation, escalations, product updates, and communication with other teams and 3rd parties to help aid our customers
• Have the ability to grow, develop and learn in a fast-paced, start-up environment
• Work directly with some of the fastest growing companies in the US
• Help Pump scale effectively by handling support requests over phone,  email and chat
• Help us maintain a industry leading satisfaction rate with our customers
• Own a critical piece of the feedback loop for improving our product, providing insight for the whole team
• Learn the Pump Platform inside and out to maximize effectiveness with our customers

• Ability to provide support to customers over email, slack, and in-app support channels
• Excellent verbal and written communication skills
• Experience collaborating closely with teams outside of support
• Strong background in customer support via email and phone
• Investigative and critical thinking skills
• Desire for ownership and growth in role over time
• Ability to work evenings and weekends as needed

• Previous experience with Pylon, HubSpot, or other Customer Support Management Softwares

• Comprehensive healthcare and dental coverage for you
• 401(k) plan
• Generous PTO: 13 accrued days, plus company shutdown December 24—January 1st
• Free lunch & dinner at the office
• Annual company-paid retreats
• Developmental bonuses: support for professional development opportunities tied to cloud and related fields

Compensation

$70,000—$90,000 USD