Pinpoint Applicant Tracking System

Customer Success Manager

• Own renewals and expansion end-to-end across your portfolio, with full accountability for Net Revenue Retention
• Drive retention by proactively identifying risk, influencing adoption, and leading renewal strategy
• Confidently lead upsell and expansion conversations, shaping opportunities, building business cases, and closing incremental revenue
• Build strong multi-stakeholder relationships across accounts, ensuring high customer sentiment, advocacy, and long-term value
• Support customers through complex technical challenges, including managing escalations and staying close to day-to-day product issues in partnership with Support and Product
• Use on-site visits strategically to unblock risk, deepen relationships, and secure renewals or expansion when it counts
• Partner with customers to define success metrics and create tailored success plans aligned to their business goals
• Act as the voice of the customer internally, feeding insights into Product, Engineering, Sales, and Support
• Track and analyze customer health signals, spotting usage, maturity, and growth-based expansion opportunities and turning insight into action
• Balance strategic planning with day-to-day problem solving, staying close to customer reality