About the Role

As a member of our stellar customer experience team, you will work closely with some of the fastest-growing companies in the world as their direct line of contact and support. You’ll partner with our account management, product, and engineering teams to resolve customer questions, manage product feedback, and help improve the overall customer journey. You’ll be the first line of defence for our users and the voice of the customer internally.

Pump is redefining how companies save on AWS and GCP cloud costs. Our platform automates cloud cost optimization so customers can focus on building great products while we ensure they never overpay. As we expand our presence in India, we’re building a world-class Customer Success team that’s passionate about technology, problem-solving, and customer experience.

Read More about Pump.co here: https://www.pump.co/why-pump

What You’ll Do

• Manage the end-to-end customer journey – onboarding, adoption of Pump Platform, High Customer Engagement and Involvement, and retention.
• Drive customer satisfaction and success outcomes, ensuring customers derive measurable savings and value from Pump.
• Handle stakeholder management – coordinate with Product, Engineering, Finance, and Operations to resolve issues, reduce friction, and deliver a seamless experience.
• Conduct regular business reviews and success checkpoints to ensure customers’ cloud environments are optimized and aligned with their goals.
• Become a trusted advisor by understanding customers’ AWS and GCP usage, billing models, and optimization levers (Savings Plans, RIs, CUDs, etc.).
• Leverage tools like Zendesk, Retool, and Notion for workflow efficiency and internal collaboration.
• Continuously improve internal processes, documentation, and success playbooks.

What You Need

• Cloud Knowledge: Familiarity with AWS and GCP services, billing structure, cost explorer, and partner ecosystems.
• FinOps Mindset: Passion for cloud cost optimization and financial efficiency.
• Stakeholder Management: Ability to communicate clearly, manage expectations, and drive cross-functional accountability.
• Analytical Skills: Excellent command of spreadsheets, docs, and presentation tools to visualize insights and trends.
• Emotional Intelligence: High empathy, patience, and adaptability while managing multiple customers and priorities.
• Communication Excellence: Strong verbal and written English – you’ll lead meetings, draft customer communications, and represent Pump professionally.
• Hustle & Ownership: Thrive in a high-pace environment with evolving priorities while staying calm, proactive, and impact-oriented. Be comfortable working flexible hours, including evenings and occasional weekends.

Nice to Haves

• Experience with Technical Solutions on AWS/GCP

What Makes This Role Exciting

• Work directly with global cloud customers and internal leaders.
• Be part of Pump’s foundational India Customer Success team and help shape our culture and best practices.
• Opportunity to grow rapidly as Pump scales its India and global operations.

Join Us

If you’re passionate about cloud technology, customer experience, and building something meaningful from the ground up — we’d love to meet you.