Senior Customer Excellence Lead

Senior Customer Excellence Lead 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. THE ROLE We’re looking for a Senior Customer Excellence Lead to drive consistent, high-quality customer outcomes at Pointr. This role sits at the center of our post-sale organization, setting the standard for how we drive adoption, manage renewals and expansions, and handle complex customer risks in a disciplined, repeatable way. You’ll shape how customer health is assessed, how renewal and expansion opportunities are identified and progressed, and how risks are surfaced and addressed early. Working closely with Customer Advocates, Sales Excellence, Product, and Delivery, you’ll bring structure, commercial rigor, and accountability to Pointr’s most important customer relationships. This is a senior, commercially minded role requiring strong judgement, a coaching mindset, and the credibility to influence outcomes without owning accounts day-to-day. CORE RESPONSIBILITIES - Define and own customer adoption, renewal, and expansion strategy by segment - Establish standards for successful adoption and renewal readiness (health checks, exec alignment, value proof) - Build and maintain customer health scoring, risk thresholds, and escalation models - Identify early warning signals (usage decline, stakeholder change, delivery risk) and trigger proactive interventions - Lead complex customer escalations and executive-level conversations - Partner with Customer Advocates on expansion motions and renewal planning - Set execution standards for QBRs, playbooks, and customer lifecycle processes - Coach and mentor Customer Advocates to improve execution quality and consistency MINIMUM QUALIFICATIONS - 8+ years of experience in Customer Success, Account Management, or Consulting - Proven experience in owning renewals and expansions - Enterprise account experience, managing complex, multi-stakeholder customer environments - Experience building and scaling customer success frameworks or operating models - Startup or scale-up experience, with comfort operating in fast-paced environments - Strong executive communication and stakeholder management skills - Structured, data-driven, and pragmatic approach - Ability to influence cross-functionally without direct authority PREFERRED QUALIFICATIONS - Experience in B2B SaaS and enterprise customer environments - Background scaling customer success functions in high-growth companies - Strong commercial acumen with exposure to ARR, forecasting, and expansion strategy - Experience working closely with Product and Delivery teams on customer outcomes - Coaching and mentoring experience for senior customer-facing roles 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) or access to WeWork in other locations - Private health care (75%) and Dental - Company-sponsored parental leave - 18 days PTO, plus sick time + 12 holidays per year - 401(k) retirement scheme - Compensation: $150k - $200k (Base + On-Target Bonus) + Stock Options