Customer Success Manager

Customer Success – Newark, New Jersey
Department Customer Success
Employment Type Full-Time
Minimum Experience Mid-level
Compensation DOE

POM, the Peace of Mind Company, provides an innovative, proactive, mobile security solution to colleges and universities allowing all campus community members’ instant access to campus safety from anywhere they may be.

Currently located in Newark, New Jersey, our team of dedicated professionals is motivated to ensure the safety of others and realizing our goal of bringing POM safety system to every college campus in the US.


Reporting to the Chief Operations Office, the Customer Success Manager will lead the execution of on-site or virtual implementation and on boarding, as well as continued support of POM clients. This role requires someone with a proven track record leading in a start up environment, demonstrated success in a prior customer service leadership role and the ability to solve complex problems.

The ideal candidate will be motivated by the challenge of solving a major societal problem in a dynamic start-up environment, and delivering a product and service that can and has saved people’s lives!

Duties & Responsibilities

  • Understand the social problem POM is addressing and how the POM technology addresses this issue
  • Prepare and deliver content to educate customers on POM’s features and benefits
  • Understand how the POM system works in order to address client service challenges 
  • Plan, lead and execute the on boarding of new customers including scheduling and facilitating training sessions and onsite distribution of the POM solution
  • Develop a method to measure customer satisfaction and implementation success and ensure customers are followed up with periodically 
  • Ensure the customer service team provides technical support and response to customer requests in a timely manor
  • Work with POM team in program development and improvement
  • Leverage team structured problem solving to eliminate identified failure modes at the root cause level
  • Proactively identify and initiate prompt resolution for all customer service, product and implantation challenges

Qualifications (required)

  • 3+ years experience leading in a customer facing role
  • Demonstrated entrepreneurial, solution focused style of execution
  • Demonstrated success in prior client facing roles
  • History of success in managing complex deliverables
  • Repeated success seeing the positive through the noise and leading teams to it
  • Demonstrated success rapidly building and maintaining relationships
  • A history of excellence in communication, active listening, risk mitigation & problem solving
  • A desire to continue learning and growing
  • A love for technology and a working understanding for how it can be used

Qualifications (desired)

  • Advanced Degree with leadership focus and Project Management Certification (PMP) is desired
  • Experience in SaaS business in the collegiate market
  • General knowledge about wearables and cloud applications

Compensation, Benefits & Fun Stuff

  • Be a part of a company whose people and customers are the number one priority
  • A great working environment with a young, passionate, early-stage start-up team complimented by a seasoned Board of Directors
  • Located in Newark in a fun, co-working space (with ping pong, foosball, group happy hours and other events) within walking distance to great restaurants and stores
  • Competitive salaries
  • Flexible working hours
  • Medical Insurance
  • An unusual opportunity to grow with a company and make a difference

Working Conditions & Physical Efforts

  • Ability & willingness to travel/”be on the road” 25% of the time
  • Intellectually intense, fasted paced and often changing environment
  • Requires employees have reliable transportation to/from one of the offices in Newark, NJ
  • Requires employees have no restrictions operating a motor vehicle
  • Requires employees have no restrictions on domestic or international travel
  • Work is performed in an interior/office work environment
  • Remain stationary for extended periods of time while interfacing with a telephone & computer
  • This role requires limited physical effort and has limited exposure to physical risk

The duties and responsibilities, qualifications, physical conditions and other statements contained herein represent the current general nature of the job described, and are subject to change at any time, with or without notice. This job description does not limit in any way the assignments given to an employee in this role. Employees are expected to perform any and all duties (compliant, legal & ethical) assigned by the leadership of the Company collaboratively and with the best intention of the customer and company.

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  • Location
    Newark, New Jersey
  • Department
    Customer Success
  • Employment Type
  • Minimum Experience
  • Compensation
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