Customer Success Manager
Monograph
Senior Customer Success Manager
Pindrop
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $140,000 - $165,000 per year
Job Level
Senior
About the role
- Responsible for the overall business relationship and long-term account retention
- Develop key relationships to become a trusted advisor and earn customer advocacy
- Quantify value realized vs. expected, and align on the results with customers
- Define and execute account planning with Account Executives to achieve strategic goals
- Assist customers with operationalizing new product features and quantify customer benefits.
- Responsible for tracking renewal events, raising renewal risks and achieving customer retention
- Identify, quantify impact and mitigate risks associated with their customer portfolio
- Educate customers on fraud and authentication best practices to achieve best value results
- Promote Pindrop's value and ROI with customer stakeholders
- Measure and maintain high levels of customer satisfaction and nurture client health
- Understand customers use cases and identify areas for up-sell/cross-sell
- Assist clients with expanding their use of Pindrop into new or additional lines of business
- 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
- Determine the optimal cadence of customer engagement to resolve open items, discuss performance and drive product/feature adoption
- Execute annual satisfaction survey and report internally and to the customer on results
- Serve as conduit between customer and product team by communicating new features, enabling the enhancement request process, facilitating beta engagements, coordinating case studies and customer references, and compiling product feedback
- Manage contractual commitments and track subscription license usage on a monthly basis
- Facilitate responses for compliance and model risk assessments
- Leverage Gainsight to manage and document customer information and interactions
Requirements
- 10+ years of relevant experience with at least 7 years in a Customer Success Manager role
- Experience with anti-fraud and/or authentication solutions is preferred
- 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 25% 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)
- 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!
- 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
customer success managementaccount planningrisk assessmentcustomer satisfaction measurementstrategic discussionsanti-fraud solutionsauthentication solutionsdata center infrastructurevendor managementsubscription license management
Soft skills
relationship managementcustomer advocacycommunicationproblem-solvingstrategic thinkingleadershipclient nurturingcollaborationnegotiationcustomer education
