Senior Customer Success Manager

PubNub·San Francisco, CA

Kristen Furtado

Kristen Furtado Hiring

Human Resources ·

PubNub runs a globally distributed “Data Stream Network”, a cloud service that developers use to build and scale large real-time apps. We have thousands of customers, and process billions of realtime messages each month. We power a variety of realtime applications including multi-player games, ride dispatch services, social events, online auctions, education apps, telecom infrastructure and more. We develop software close to the bare iron and optimize performance in microseconds. We’re funded by top-tier investors, have a great team that has fun together, and we’re growing revenue fast!

Job Summary:

The Senior Customer Success Manager is responsible for ensuring the success and growth of a portfolio of PubNub's customers. The Senior Customer Success Manager will thoroughly explain PubNub's innovations and capabilities and match these to the customers' product goals, drive increased product value, and assure executive alignment between the customer and PubNub. In this role, you will become the trusted advisor to our largest customers, and orchestrate discussions between our client architects, the experts in providing best practices in areas focused on architectural decisions, features use, and building real-time infrastructure around PubNub core capabilities. The end result is increased customer satisfaction and adoption.


As a Senior Customer Success Manager, you own ultimate responsibility for the customer's on-boarding, adoption and expansion of their realtime infrastructure. You will identify new opportunities, and collaborate with PubNub's CoE to ensure growth attainment and increased footprint. Coach and train customers to ensure they are leveraging all available realtime services with PubNub. Orchestrate, project manage Client Services programs such as implementation guidance, architectural reviews. Lead stakeholders towards identifying their vision by evangelizing the capabilities of a fully featured PubNub implementation. Identify risks to the customer achieving their stated goals and work with the team to build a risk mitigation plan. Develop and maintain long-term relationships with stakeholders in your account portfolio. Experience & Skills Required:

BA/BS degree Minimum 10 years relevant work experience in XaaS companies Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog Ability to prioritize, multi-task, and perform effectively under pressure Strong analytical capabilities Experience with account portfolio planning and prioritization Why PubNub?

We work hard and have fun doing it! We believe that we are creating something that will truly transform how people interact with technology, and support that with an amazing culture and great benefits:

Competitive salary and pre-IPO stock options Great culture and team spirit Generous paid medical/dental/vision coverage, plus medical and dependent FSA Newly renovated offices on the south side of Moscone, with easy access to public transportation Catered lunch three times a week Fully stocked break room with unlimited drinks and snacks Onsite games and table sports for when you need a mini-break Opportunities to socialize through weekly onsite events Gym membership in building Pre-tax public transportation allowance Team outings and holiday party


Full Time
Sales Customer Service Customer Development

PubNub is a global Data Stream Network and realtime infrastructure-as-a-service company based in San Francisco, California.

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