[Remote] Senior Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Pindrop is a cybersecurity company providing identity verification and fraud prevention across voice, video, and digital interactions. The Senior Customer Success Manager advises enterprise and strategic customers, leading account strategy, renewals, executive relationships, customer outcomes, and cross-functional improvements.

Responsibilities

• Own a portfolio of enterprise and strategic customers, serving as the primary customer success leader and trusted advisor across multiple stakeholder levels, including executives. Serve as the primary point of contact for your customers for the life of the relationship
• Build and execute account strategies tied to customer business priorities, retention, and expansion. Define and execute account planning with Account Executives to achieve strategic goals. Identify growth opportunities and build business cases for expansion; present portfolio strategy to Sales and leadership as needed
• Own with sales the full renewal lifecycle for complex accounts, including risk identification, forecast accuracy, and clear mitigation plans for accounts at risk. Track renewal events, raise renewal risks, and drive customer retention
• Lead executive business reviews and value conversations that connect Pindrop capabilities to measurable business outcomes. Quantify value realized vs. expected, and align on results with customers
• Use product usage, customer health, and business data to identify adoption gaps and expansion opportunities. Anticipate customer needs and serve as a strong internal voice of the customer across Product, Sales, GTM, and leadership
• Independently lead complex escalations, including executive dissatisfaction, through resolution. Coordinate recovery plans across Sales, Product, Support, and other partners. Run postmortems and recommend process changes that prevent recurrence
• Assist customers with operationalizing new product features and quantify customer benefits. Educate customers on fraud and authentication best practices. Serve as conduit between customer and product team: communicate new features, support the enhancement request process, facilitate beta engagements, coordinate case studies and customer references, and compile product feedback
• Lead cross-functional initiatives that improve customer outcomes, retention, and adoption beyond individual accounts. Develop playbooks and processes that improve how the broader CS team manages adoption, retention, risk, and executive engagement
• Mentor other CSMs through account strategy, executive communication, renewal risk management, and customer advocacy
• Determine the optimal cadence of customer engagement to resolve open items, discuss performance, and drive product and feature adoption. Execute annual satisfaction surveys and report results internally and to customers
• Manage contractual commitments and track subscription license usage on a monthly basis. Facilitate responses for compliance and model risk assessments
• Leverage Gainsight, analytics, and reporting tools to manage customer health and engagement. Apply good judgment to system-generated signals rather than accepting them at face value

Skills

• You are an excellent communicator and presenter for all levels of management
• You understand the value of strong relationships and cultivate them both internally and externally
• You are resilient in the face of challenges, change, and ambiguity
• You are optimistic and believe that you can make a problem into a solution
• You have a passion for improving the customer experience in the voice channel
• You have the ability to analyze data to find and understand trends and ultimately offer suggestions for improved performance
• You are resourceful, excited to uncover innovative solutions and teach yourself something new when needed
• You take accountability, do the things you say you'll do, under-promise and over-deliver
• You are nimble and adaptable when priorities change and continue to see the "forest through the trees"
• 7-10+ years of relevant experience, with meaningful tenure in a Customer Success or strategic account management role in a SaaS or enterprise software environment
• Proven ability to manage C-level relationships with Fortune 100 customers across a portfolio of enterprise and strategic accounts
• Track record of owning renewals, managing customer health, and demonstrating value realization in terms customers connect to their business outcomes
• Strong executive presence with the ability to lead strategic discussions, executive business reviews, escalations, and commercial conversations
• Ability to build multi-quarter account plans, prioritize across a portfolio, and identify expansion opportunities based on customer needs and usage
• Experience working cross-functionally with Sales, Product, Support, and Professional Services to drive customer outcomes
• Experience with Gainsight, Salesforce, Google Workspace, and Microsoft Office
• Willing to travel up to 25% is required
• Understanding of call center, CCaaS, or contact center infrastructure is preferred
• Experience in fraud, authentication, security, or adjacent technology environments is preferred
• Experience with anti-fraud or authentication solutions is a plus

Benefits

• Equity for all employees
• Unlimited Paid Time Off (PTO)
• Generous health and welfare plans to choose from, including one employer-paid employee-only plan
• Best-in-class Health Savings Account (HSA) employer contribution
• Affordable vision and dental plans for you and your family
• Employer-provided life and disability coverage, with additional supplemental options
• Paid Parental Leave—equal for all parents, including birth, adoptive and foster parents
• One year of diaper delivery for your newest addition to the family
• Identity protection through Norton LifeLock
• Recurring monthly Phone and Internet allowance
• One-time home office allowance
• Remote-first environment, meaning you have flexibility in your day
• Company holidays
• Annual professional development and learning benefit
• Pick your own Apple MacBook Pro
• Retirement plan with competitive 401(k) match
• Wellness Program including Employee Assistance Program and 24/7 Telemedicine
• Chess and poker tournaments
• Catered lunches
• Happy hours
• Wellness programming

Company Overview