Pindrop

Director, Customer Success

Pindrop

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $158,000 - $195,000 per year

Job Level

Lead

About the role

  • Lead a team responsible for driving customer adoption, value realization, retention, and advocacy.
  • Translate broader Customer Success vision into repeatable operating rhythms and measurable customer outcomes.
  • Improve consistency and scalability of the customer journey.
  • Partner cross-functionally with Sales, Product, Support, Professional Services, and Marketing.
  • Drive proactive customer engagement strategies that improve product adoption and retention.
  • Monitor customer health and ensure timely mitigation plans are in place.
  • Hire, lead, and develop a high-performing Customer Success team.
  • Coach the team to develop and execute success plans.
  • Serve as a senior escalation point for customer situations.
  • Collaborate with internal teams to ensure customers receive a coordinated experience.

Requirements

  • 10+ years of experience in Customer Success, Account Management, Customer Experience, or related functions.
  • 3+ years of people leadership experience managing Customer Success Managers or similar customer-facing teams.
  • Proven success managing or leading teams serving enterprise and strategic accounts.
  • Strong track record of improving retention, customer health, adoption, and executive engagement.
  • Experience building repeatable processes, playbooks, and operating rhythms in a scaling environment.
  • Strong communication and influencing skills with the ability to work effectively across Sales, Product, Engineering, Marketing, Services, and Support.
  • Experience with Gainsight, Salesforce, and data/reporting tools; comfort using AI tools to improve team productivity and customer experience.
  • Industry experience in security, fraud, call center/CCaaS, identity, or enterprise SaaS preferred.
  • Willingness to travel up to 25%.
Benefits
  • Unlimited PTO
  • Fun events
  • Wellness programming
  • Professional development opportunities
Applicant Tracking System Keywords

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

Hard Skills & Tools
Customer SuccessAccount ManagementCustomer ExperienceRetentionAdoptionProcess BuildingPlaybooksOperating RhythmsData Reporting
Soft Skills
LeadershipCommunicationInfluencingCollaborationCoaching