What is Pontosense?

Pontosense builds wireless sensors that measure really small movements (as small as a heartbeat) using radar technology. We have the most accurate sensor on the market by a factor of 10,000x. Were not just a little better were 10,000x better. This means that we can see things more clearly and can analyze and catch issues quicker. Today, we serve many markets, but around the same use case: saving lives.

What makes us different than everyone else?

We have founders with over 500 patents; prior to Pontosense, we built companies worth a total of $5B. Our companies make your iPhone, Starlink, Meta VR sets and other technologies. With our factories, we can produce up to 700,000 units a month. Youll not only be working with the best tech in this space, but also a team to support growth and expansion.

What problem will you solve?

People fall down a lot, especially older adults. In the US, 30% experience a fall so severe that theyhave to go to a hospital. How do you catch falls in bathrooms and bedrooms? Well, not with a camera (creepy) and not with a wearable (hard to use; try taking a shower with a pendant). RADAR is the only choice. However, existing products have performance issues leading to many false alarms and missed falls. Thats where our 10,000x product advantage comes into play youll be working with the best tech in the game to solve an issue (elderly falls) that is familiar to us all.

You will be the founding member of our Customer Success function, owning key client relationships, implementing success workflows, and shaping the customer experience from the ground up. Youll be executing directly, partnering with Product, Sales, and Engineering to deliver value to customers fast. This is a high-impact individual contributor role with strategic influence.Reporting directly to our COO, this role combines high-level vision with hands-on executionyou will shape the future of customer experience and play a key role in defining how we engage with customers globally.

What youll do:

• Own and execute the end-to-end customer journey,building and executing a comprehensive Customer Success strategy focused on onboarding, engagement, retention, and expansion.

• Design scalable systems, processes, and playbooks that drive high-impact outcomes across customer health, ROI realization, and satisfaction.

• Establish and report on key metrics, including churn, NPS, health scores, and expansion revenue to inform leadership decisions and company strategy.

• Serve as the executive point of escalation for customer relationships and drive high-level engagement strategies for our most strategic accounts.

• Lead customer onboarding processes that align technical implementation with value delivery.

• As our first Customer Success hire, you will work hands-on with our highest-value customers and build the foundational systems, processes, and materials that set the stage for scalable growth. Team-building may come later, but the focus now is on execution.

• Act as the voice of the customer in cross-functional discussions, influencing product roadmap, GTM strategy, and marketing initiatives based on real client feedback.

• Partner with Sales and Product teams to identify upsell opportunities, deepen engagement, and support pilots to full deployments.

• Own the development of case studies, success stories, and reference accounts in collaboration with Marketing.
  

Who youll work with:

This role reports to our COO, Muxin! It is a cross-functional position, collaborating closely with Account Management, Sales, and Product teams to drive client success and organizational alignment.

Youll do well if you:

• Have 5+ years of experience in customer success, account management, or a similar role, preferably in a SaaS or IoT environment.

• Have a track record of owning and scaling a Customer Success function from early-stage to maturity.

• Are highly strategic yet willing to roll up your sleeves to build processes, set up tools, and personally support high-impact clients.

• Possess strong executive presence, with the ability to communicate clearly and persuasively at all levels internally and externally.

• Are deeply data-driven and outcome-oriented, with a history of improving customer retention, satisfaction, and expansion.

• Have experience working closely with product teams to translate customer insights into roadmap decisions.

• Are passionate about building inclusive teams, scalable infrastructure, and impactful customer experiences that truly improve lives.

Its not you, its us you wont fit in if you:

• Prefer to work in established environments and are not excited by the opportunity to build and shape processes from the ground up.

• Struggle with ambiguity and are uncomfortable navigating fast-paced, evolving environments.

We believe everyone is capable. Finding the right fit between the company, the role, and the culture is key to your happiness and success.

Company advantages:

• Join an exciting, innovative, fast-paced technology start-up disrupting the industry.

• Be part of a small, tight-knit team where you are encouraged to be creative and take risks and your contributions make a huge impact.

• Competitive salary and benefits for full-time employees that include comprehensive health benefits, 15 days of vacation, and a hybrid work environment.

• Excellent mentorship opportunities with the ability to grow.
  

Our Commitment

At Pontosense, we are committed to creating a workplace that is inclusive and accessible to all. We value diversity and believe that everyone deserves an equal opportunity to succeed.

If you have a disability or special need that requires accommodation during the hiring process, please let us know. We will work with you to make the necessary accommodations to ensure a fair and positive experience for all applicants.

We strive to provide accessible communication and technology for our employees and customers and always look for ways to improve. If you have any feedback or suggestions on how we can improve accessibility in our workplace, please don't hesitate to contact us.

We are proud to be an equal-opportunity employer and welcome candidates from all backgrounds to apply for open positions at our company.