--- title: 'Customer Success Manager at Pointr' canonical: 'https://feeny.ai/job/customer-success-manager-pointr-boston-31yw83eznsp8' type: 'job' last_seen: '2026-09-14' --- # Customer Success Manager at Pointr - **Company:** Pointr - **Location:** Boston, MA - **Employment:** full-time - **Work type:** hybrid - **Posted:** 2026-09-09 - **Last confirmed live:** 2026-09-14 - **Apply:** https://jobs.ashbyhq.com/pointr/fc88a448-e5da-4429-abb7-252a4f9c47ed ## Job description 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 We are looking for a Customer Success Manager to join the team — a senior individual contributor role that leads customer success for our Workplace customers. This role sits at the center of our post-sales organization, supporting our Workplace customers using the standards for how we drive adoption, manage renewals and expansions, and handle complex customer risks in a disciplined, repeatable way. You will assess customer health, lead renewal and expansion opportunities, and surface any risks that may impact customer retention and adoption. Working closely with Customer Advocates, Product, and Delivery, you will help drive accountability for Pointr’s most important Workplace customer relationships. Core Responsibilities - Define and own customer adoption, renewal and expansion strategy for the Workplace customer segment. - Use established standards for successful adoption and renewal readiness (health checks, executive alignment, value proof, QBRs, etc.). - Build and maintain a clear value narrative, translating product usage and delivery into business outcomes. - Build trusted relationships with senior and executive stakeholders. - Lead the service renewal and retention process to reduce churn and ensure account growth. - Lead senior stakeholder alignment meetings and QBRs, proactively addressing risks and identifying growth opportunities. - Identify early warning signals (usage decline, stakeholder change, delivery risk) and trigger proactive interventions. - Proven ability to build trust-based client relationships, with strong empathy and active listening skills to understand customer needs and navigate complex stakeholder dynamics. ## Minimum Qualifications - 5+ years of experience in complex B2B environments, including customer success, customer delivery, partnerships, enterprise sales, or consulting. - Proven experience managing multi-stakeholder enterprise accounts and managing renewals and expansions. - Strong commercial mindset with experience supporting renewals, expansions, and value-based selling. - Excellent communication skills and confidence working with senior stakeholders. - Ability to collaborate effectively across technical and business teams. - Fluent in English, both written and verbal. ## Preferred Qualifications - Experience in B2B SaaS or platform-based product experience. - Experience working with enterprise customers in complex delivery environments. - Familiarity with CRM, customer success, and project management tools (e.g.Monday, Jira). - Experience working closely with Product and Delivery teams on customer outcomes. - BS or MS degree in a relevant business or technology field. ## Compensation $125,000–$140,000 base salary, plus an annual target bonus of 15% of base tied to customer retention and renewal performance (gross/net revenue retention, on-time renewal rate), and equity (stock options). 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) - Private health care (75%) and Dental - Company-sponsored parental leave - 18 days PTO, plus sick time + 12 holidays per year - 401(k) retirement scheme We Succeed Together Great outcomes happen when talented, diverse people come together with a shared purpose. We value empathy, humility, and expertise, and we believe the best ideas come from collaboration, thoughtful challenges, and open feedback. We empower our teams with clear goals and ownership, creating an environment where everyone can contribute, grow, and succeed. We take responsibility for our individual and collective development, celebrate our progress, learn from our experiences, and recognize the impact we create together. We are committed to providing an accessible and inclusive experience for all candidates. If you need a reasonable accommodation during the application or recruiting process, please reach out to your recruiter or contact our team at hiring@pointr.tech. ## About Pointr ## Company Overview - **One-liner**: Pointr is a global leader in AI-powered indoor mapping, wayfinding, and location intelligence, enabling businesses to digitize buildings and create seamless indoor-outdoor location experiences. - **Entity Type**: Private (Venture-Backed) - **Headquarters**: London, United Kingdom - **Founded**: 2013 (company careers page states “Since 2013”; Built In lists 2014) - **Founders**: Co-founders include Can A. (CTO) and other individuals (full names not publicly listed) ## Core Business - **Primary Industries**: Proptech, Smart Buildings, Indoor Location Services, Healthcare, Retail, Aviation, Workplace Management - **Target Customers**: B2B – Fortune 100 enterprises, hospitals, airports, retailers, and large commercial venues - **Mission / Purpose**: “Make every building a smart building” (careers page) and “connect people with buildings, at scale” (company page) ## Products & Services - **Pointr Maps® Platform**: Enterprise-grade indoor mapping and positioning SaaS platform offering digital mapping, turn-by-turn navigation, location tracking, geofencing, and location-based analytics. - **Deep Location® Technology**: Proprietary machine-learning-based indoor positioning system that delivers accurate “Blue Dot” location without expensive infrastructure. - **MapScale®**: AI-powered engine that automatically generates indoor maps from building plans, reducing manual mapping effort. - **Pointr Express®**: A no-code, instant mapping solution that requires no in-app integration. - **SDKs & APIs**: Dedicated mobile (iOS, Android), web, and kiosk SDKs, plus open and flexible APIs for custom integrations (MapWidget). - **Industry Solutions**: Tailored modules for healthcare (e.g., integration with Epic MyChart), retail (product wayfinding), smart workplaces, and aviation. ## Market Standing - **Valuation / Market Cap**: Not publicly available (private company) - **Key Metric**: Total funding not disclosed; however, the company has mapped **7 billion square feet** across **5,000+ venues** in **35+ countries** and powers **250 million data points**. - **Notable Customers & Partners**: UCHealth, The Home Depot, Siemens, U.S. Department of Homeland Security, Cisco, Microsoft, CBRE, ISS, Extreme Networks, major U.S. airlines and airports (Washington Reagan National). - **Growth Signals**: - **109 employees** (LinkedIn, 2025) with **9.1% yearly headcount growth** - **9 active job openings** (as of mid-2025) - Expanding in healthcare, workplace, and retail verticals globally - ISO 27001 and ISO 27017 certified for information security ## Competitive Advantages - **Accuracy at scale**: Proprietary Deep Location® technology delivers precise indoor positioning without needing expensive beacon infrastructure or constant maintenance. - **AI-driven map generation**: MapScale® dramatically reduces the time and cost of digitizing buildings. - **Ease of integration**: Open APIs, flexible SDKs, and Pointr Express® enable rapid deployment (2–3 lines of code for MapWidget). - **Proven enterprise trust**: Approved/certified by Fortune 100 companies and government entities; ISO certifications reinforce security credibility. - **Global footprint**: Already live in thousands of venues across 35+ countries, covering billions of square feet. ## Strategic Focus - Continue to lead in indoor location technology by investing in **AI and machine learning** for smarter map creation and positioning. - Expand **healthcare and retail verticals** with deep integrations (e.g., Epic MyChart, in-store product databases). - Enhance **energy management and sustainability** features within smart buildings. - Grow presence in **North America** (Boston office) and **Middle East** (Dubai office) while maintaining strong R&D in Turkey (Istanbul, Ankara). ## Why Work Here - **Culture**: Emphasizes **collaboration, harmony, ownership, and scalability**. The company believes in trusting team members to take initiative beyond their remit. - **Diversity & Inclusion**: Equal opportunities employer – “We believe in equal opportunities… employing a diverse workforce is central to our success.” - **Work Model**: Multi-location offices (London, Boston, Istanbul, Ankara, Dubai). Not explicitly remote/hybrid, but global team suggests flexibility. - **Engineering & R&D**: Heavy focus on R&D in Turkey (Ankara/Istanbul) with opportunities to work on cutting-edge AI/ML, mobile, and mapping technologies used by Fortune 100 clients. - **Growth Trajectory**: Rapidly scaling company with a clear market lead – employees can have outsized impact and career growth. ## Sources 1. [pointr.tech - Careers Page](https://www.pointr.tech/company/careers) 2. [pointr.tech - Homepage](https://www.pointr.tech/) 3. [pointr.tech - Company Page](https://www.pointr.tech/company) 4. [builtin.com - Pointr Profile](https://builtin.com/company/pointr-deep-location-company) 5. 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