Customer Success Manager

Pump.co Open · verified Sep 11, 2026

San Francisco Manager Customer Success

Mid-level Customer Success role at Pump.co. San Francisco · $70,000–$90,000 base.

SalaryStated by Pump.co

$70,000 – $90,000

Base salary for this role, in USD per year, as published in the posting.

Role brief

Growth Roles summary, based on the employer's posting.

What you'll do

Diagnose complex customer problems with internal tools or engineering help
Coordinate with support leadership on documentation, escalations, updates, and partner communication
Handle customer questions across phone, email, and chat as Pump scales
Capture customer feedback and turn it into product improvement insights
Learn the Pump Platform deeply so you can support customers effectively

What you bring

You can support customers through email, Slack, and in-app channels
You communicate clearly in both writing and conversation
You have substantial customer support experience through email and phone
You investigate problems thoughtfully and work well with teams beyond support
You can cover evenings and weekends when the role requires it

Who this fits

This role suits someone who wants ownership, customer contact, and growth within a fast-moving startup. You’ll work with account management, product, engineering, and support leadership while serving companies across the United States. The role is based in San Francisco and may require evening and weekend availability.

From the employer

About the Role

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!

What You’ll Do

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

What You Need

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

Nice to Haves

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

Benefits (for U.S.-based full-time employees)

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