As the VP, Customer Success, you will set the vision and strategy for our global Customer Success function, scaling a team that drives adoption, retention, advocacy and growth across Pindrop’s customers.
You’ll be accountable for customer health at scale, while serving as an executive sponsor for key customers, a senior escalation point and a key partner to Sales, Product and Marketing.
Define and execute annual and multi-year vision and operating model for Customer Success at Pindrop that drives value realization for all customers.
Understand what drives ARR retention as well as root causes of churn and compression. Drive mitigation strategies for customer-specific situations as well as patterns that impose on net dollar retention.
Lead the execution of proactive measures that prevent risk.
Build, develop and inspire high-performing, globally distributed teams including the Customer Success Managers (CSM), Fraud & Authentication Consulting Team (FACT) and Center of Excellence (CoE).
Design and optimize processes, tools (e.g., Gainsight, Tableau, Glean, ChatGPT, etc.) and playbooks to scale customer impact and establish clear standards that promote service consistency.

Requirements

15+ years of progressive experience in Customer Success, Customer Experience, Account Management, or related fields, with 5+ years in senior leadership roles.
Proven track record managing enterprise-scale customer portfolios, including Fortune 100 clients.
Demonstrated success leading cross-functional teams, building scalable programs, and executing transformations.
Strong executive presence, communication, and influencing skills across technical and business stakeholders.
Experience partnering cross-functionally with Sales, Product, Marketing and Professional Services to drive customer outcomes.
Proficiency with platforms such as Gainsight, Salesforce and awareness of SaaS practices either internally or through vendor partnerships.
Industry experience in security, fraud, call center/CCaaS, or data center infrastructure preferred. Progressive AI forward mindset and demonstrated use of AI tooling.
Willingness to travel up to 30%.

Benefits

Competitive compensation, including equity for all employees
Unlimited Paid Time Off (PTO)
Generous health and welfare plans to choose from - including a 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 & foster parents. One year of diaper delivery for your newest addition! It’s our way of welcoming new Pindroplets to the family!
Identity protection through Norton LifeLock
Remote-first culture with opportunities for in-person team events
Recurring monthly cell phone allowance
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, 24/7 Telemedicine

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Customer SuccessCustomer ExperienceAccount ManagementEnterprise-scale customer portfoliosSaaS practicesAI toolingProcess optimizationRisk mitigation strategiesValue realizationTransformation execution

Soft Skills

Executive presenceCommunication skillsInfluencing skillsTeam buildingLeadershipCross-functional collaborationInspirationStrategic visionProblem-solvingCustomer advocacy