What is Pontosense?

Pontosense builds wireless sensors that measure really small movements (as small as a heartbeat) using radar technology. We have the most accurate sensor on the market, by a factor of 10,000x. Were not just a little better were 10,000x better. This means that we can see things more clearly and can analyze and catch issues quicker. Today, we serve many markets, but around the same use case: saving lives

What makes us different than everyone else?

We have founders with over 500 patents; prior to Pontosense we built companies worth a total of $5B. Our companies make your iPhone, Starlink, Meta VR sets and other technologies. With our factories, we can produce up to 700,000 units a month. Youll not only be working with the best tech in this space, but also a team to support growth and expansion.

What problem will you solve?

People fall down a lot, especially older adults. In the US, 30% experience a fall so severe they have to go to a hospital. How do you catch falls in bathrooms and bedrooms? Well, not with a camera (creepy) and not with a wearable (hard to use; try taking a shower with a pendant). RADAR is the only choice. However, existing products have performance issues leading to many false alarms and missed falls. Thats where our 10,000x product advantage comes into play youll be working with the best tech in the game to solve an issue (elderly falls) that is familiar to us all.

As the Founding Customer Success Manager, you will be the face of our company to our customers. Youll lead efforts to onboard, support, and grow our client base, ensuring their success and satisfaction with our solutions. With afocus on our AgeTech division, you will work with clients to implement technologies that enhance the quality of life for older adults and improve care delivery. You will define and implement the processes and strategies needed to build a best-in-class customer success function. This is a hands-on role that will require equal parts strategy, execution, and relationship management.

What youll do:

• Design and implement a comprehensive customer success framework, including onboarding, engagement, retention, and expansion strategies, while optimizing processes, tools, and metrics for scalability.

• Define customer success KPIs and regularly report on customer health, churn, and satisfaction metrics to the leadership team.

• Act as the primary point of contact for customers, building trust, understanding their needs, and ensuring measurable success with our platform, including IoT deployment and ROI realization.

• Proactively address customer concerns and deliver tailored solutions to meet their unique challenges.

• Lead customer onboarding, ensuring a seamless and engaging experience for new users.

• Build, train, and manage a high-performing Customer Success team, equipping them with the tools and knowledge needed to deliver exceptional client experiences.

• Serve as the voice of the customer, providing insights and feedback to the product team to inform development priorities.

• Work closely with sales to identify expansion opportunities and support upselling or cross-selling initiatives.

• Collaborate with marketing to craft compelling customer success stories and case studies.

Who youll work with:

This role reports to our COO, Muxin! It is a cross-functional position, collaborating closely with Account Management, Sales, and Product teams to drive client success and organizational alignment.

Youll do well if you:

• Have 5+ years of experience in customer success, account management, or a similar role, preferably in a SaaS or IoT environment.

• Have a proven track record of building and scaling customer success programs in a high-growth, technology-focused environment.

• Possess exceptional interpersonal and communication skills, with the ability to build trust and articulate complex ideas clearly.

• Have experience with building customer success playbooks or frameworks from scratch.

• Demonstrate the ability to manage multiple priorities in a fast-paced, evolving environment.

• Have hands-on experience with customer success tools and CRMs

• Possess a data-driven mindset with the ability to analyze and interpret customer data to drive decisions.

Its not you, its us you wont fit in if you:

• Prefer to work in established environments and are not excited by the opportunity to build and shape processes from the ground up.

• Struggle with ambiguity and are uncomfortable navigating fast-paced, evolving environments.

We believe everyone is capable. Finding the right fit between the company, the role, and the culture is key to your happiness and success.

Company advantages:

• Join an exciting, innovative, fast-paced technology start-up disrupting the industry.

• Be part of a small, tight-knit team where you are encouraged to be creative and take risks and your contributions make a huge impact.

• Competitive salary and benefits for full-time employees that include comprehensive health benefits, 15 days of vacation, and a hybrid work environment.

• Excellent mentorship opportunities with the ability to grow.

Our Commitment

At Pontosense, we are committed to creating a workplace that is inclusive and accessible to all. We value diversity and believe that everyone deserves an equal opportunity to succeed.

If you have a disability or special need that requires accommodation during the hiring process, please let us know. We will work with you to make the necessary accommodations to ensure a fair and positive experience for all applicants.

We strive to provide accessible communication and technology for our employees and customers and always look for ways to improve. If you have any feedback or suggestions on how we can improve accessibility in our workplace, please don't hesitate to contact us.

We are proud to be an equal-opportunity employer and welcome candidates from all backgrounds to apply for open positions at our company.