Customer Success Manager

PointsFly · Noida, India

Customer Success Manager

About PointsFly

PointsFly is building an AI-powered travel-rewards platform to help people understand and use credit-card points and airline and hotel loyalty rewards more effectively. Starting with India, PointsFly aims to make transfer options, redemption choices, and travel-rewards opportunities clearer so users can get more value from flights and hotel stays.

The opportunity

We are looking for a proactive Customer Success Manager to help PointsFly users confidently navigate the world of credit-card points and travel rewards. You will guide users from onboarding to their first meaningful outcome, improve product adoption and retention, resolve complex cases, and turn recurring questions into better education and product experiences. This role is ideal for someone who combines empathy and operational discipline with a genuine interest in travel, loyalty programs, and consumer technology.

What you will do

Own the user journey: guide users from sign-up and onboarding through activation, confident product use, successful reward planning, and retention.

Deliver useful onboarding: help users understand how PointsFly works, what information they need, and how to evaluate points, transfers, flights, and hotel options.

Drive product adoption: use behaviour data and conversations to encourage repeat use of the features that create the most value.

Resolve complex cases: take ownership of product questions and reward-planning issues while coordinating with Product, Engineering, and Content when needed.

Educate proactively: turn common questions into walkthroughs, webinars, help-centre articles, templates, and timely user communications.

Protect trust and accuracy: clearly explain that availability, points values, transfer rules, and programme terms can change, and direct users to official sources when confirmation is required.

Identify risk and opportunity: spot frustration, confusion, churn signals, and unmet needs early, then coordinate practical recovery or engagement plans.

Represent the user: capture recurring feedback, quantify its impact, support beta programmes, and share prioritised insights with Product and leadership.

Build the operating playbook: create scalable processes for onboarding, customer health, escalation, feedback, and service quality.

What we are looking for

1-2 years of experience in Customer Success, Customer Experience, Account Management, Support Operations, or a related customer-facing technology role.

Experience managing a high volume of users, priorities, escalations, and follow-ups without losing context or service quality.

Strong written and verbal communication, with the ability to explain points, transfer choices, and product concepts in simple language.

Comfort using customer-health data, CRM or help-desk records, product analytics, and feedback to decide what action to take next.

Sound judgement when communicating about financial products and travel rewards, without overpromising savings, availability, or outcomes.

A calm, ownership-oriented approach to difficult conversations, escalations, and changing priorities.

Ability to work cross-functionally and translate user needs into clear product, content, and operational actions.

Nice to have

Personal or professional knowledge of Indian credit-card rewards, airline miles, hotel loyalty programmes, and points transfers.

Experience with consumer fintech, travel technology, loyalty, subscription, or marketplace products.

Familiarity with customer success platforms, help-desk tools, and product analytics systems.

Experience creating customer education, webinar, or training content.

How success will be measured

Onboarding completion, activation, and time to first meaningful value.

Repeat product usage and engagement with priority features.

Retention, churn reduction, and recovery of at-risk users.

Customer satisfaction, response quality, and resolution time.

Accuracy and usefulness of user-health records, feedback, and product insights.

Growth in self-service success through clearer education and help content.

Why join PointsFly

Help make a confusing category - credit-card points and travel rewards - simpler and more useful for everyday travellers.

Partner closely with Product, Content, and leadership, with a direct voice in how the customer experience evolves.

Build the customer-success foundation for an India-focused fintech and travel-tech product.

Join a fast-moving team that values accuracy, ownership, curiosity, and user trust.