Pindrop

Customer Success Manager

Pindrop

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $130,000 - $140,000 per year

About the role

  • The Customer Success Manager (CSM) is focused on client relationships and managing client expectations.
  • CSMs proactively drive product adoption and continuous optimization to demonstrate high value to the customer, as well as monitor performance to exceed the customer’s initial business case expectations.
  • The CSM acts as the voice of the customer internally to Pindrop, and supports beta and design partner programs to develop strong customer advocacy and retention.
  • The CSM collaborates closely with the Account Executive on the strategic account plan, renewal execution and expansion opportunities.
  • Energetic, professional, organized and self-driven, CSMs become a trusted partner to our customers through their solution expertise, industry knowledge and executive presence.
  • CSMs manage numerous customers at different stages of the customer lifecycle. They understand Pindrop products in-depth and are constantly looking for new ways their customers can benefit from a new Pindrop technology.
  • Serve as the primary point of contact for your customers for the life of the relationship.
  • Conduct Annual Executive Business Reviews focused on demonstrating value and developing a strategic partnership.

Requirements

  • 5+ years of relevant experience with at least 3 years in a Customer Success Manager role
  • Proven ability to manage C-Level relationships with Fortune 100 customers
  • Experience managing multiple enterprise accounts and ensuring clients have a high CSAT
  • Experience with vendor based anti fraud or authentication solutions preferred
  • Ability to lead strategic discussions
  • Experience reporting customer health to executive management
  • Experience with Microsoft Office and Mac O/S; Google, GMail, Gainsight, Salesforce
  • Willing to travel up to 10% is required
  • Understanding of call center/CCaaS/data center infrastructure is preferred
  • Understanding the authentication and fraud pain points in the contact center
  • Experience working in the security and/or fraud industry is preferred.
Benefits
  • Competitive compensation, including equity for all employees
  • Unlimited Paid Time Off (PTO)
  • 4 company-wide rest days in 2025 where the entire company rests and recharges!
  • 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 & foster parents
  • One year of diaper delivery for your newest addition to the family! It’s our way of welcoming new Pindroplets 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, 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 success managementC-Level relationship managemententerprise account managementcustomer satisfaction (CSAT)strategic discussionscustomer health reportinganti-fraud solutionsauthentication solutionscall center infrastructuredata center infrastructure
Soft Skills
client relationship managementorganizational skillsself-drivenenergeticprofessionalismsolution expertiseindustry knowledgeexecutive presencecustomer advocacyretention strategies