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 chance
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

📌 Customer Success Manager (Noida)
🏢 PointsFly
📍 Noida