Customer Success Manager

nAbout PointsFly

nPointsFly 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.

nThe prospect

nWe 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.

nWhat you will do

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

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

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

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

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





nProtect 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.

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

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

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

nWhat we are looking for

n1-2 years of experience in Customer Success, Customer Experience, Account Management, Support Operations, or a related customer-facing technology role.

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

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

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

nSound judgement when communicating about financial products and travel rewards,



without overpromising savings, availability, or outcomes.

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

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

nNice to have

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

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

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

nExperience creating customer education, webinar, or training content.

nHow success will be measured

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

nRepeat product usage and engagement with priority features.

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

nCustomer satisfaction, response quality, and resolution time.

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

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

nWhy join PointsFly

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

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

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

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

📌 Customer Success Manager (Noida)
🏢 PointsFly
📍 Noida