Customer Success Manager

We are a team building the infrastructure for the agent era. A decade ago, the brands that leaned into mobile won. The same shift is happening with agents: how people find businesses, ask questions, and buy is moving from static pages into conversations. 800 million people already discover brands through agent search, and who gets chosen is being decided right now.

Make every Point
11 customer successful after the contract is signed. You own the relationship: the campaigns they run, the outcomes they get, and the case for renewing and expanding. Every interaction has to feel intelligent, and it has to happen in .11 seconds. Small team, high bar. Founded by ex-Googlers. We hire accordingly.

• Build the onboarding that gets a new customer from signed contract to first campaign results in days.
• Turn a customer's results into the business review that wins its renewal and expansion.
• Create the health signals that tell us an account needs help before it says so.

• Own a book of enterprise accounts after launch
• Run onboarding, business reviews, and renewals
• Know each customer's goals and show them progress against them
• Bring customer feedback to product, with evidence
• Find expansion and hand it to sales

• You've managed enterprise SaaS customers and owned retention
• You're comfortable with data and can tell a story with it
• You build trust with executives and practitioners alike
• You're organized, proactive, and calm under pressure
• You're in Miami or willing to relocate. This role is in person.

• Marketing, analytics, or customer data products
• AI products
• Financial services, insurance, or healthcare customers
• Spanish

• Point
  11's first customer success hire
• Based in Miami
• Your customers' results are the company's best sales tool
• A direct line to the founding team
• An annual learning budget for conferences and development

Point
11 provides equal employment opportunities to current and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, sexual orientation, age, pregnancy, disability, handicap, citizenship, veteran or marital status, or any other legally recognized status entitled to protection under federal, state, or local anti-discrimination laws.