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

📌 CSM Manager (Noida)
🏢 PointsFly
📍 Noida