# Customer Success Manager

**Company**: Pindrop
**Work arrangement**: remote
**Experience**: mid
**Job type**: full-time
**Salary**: $88,000 - $106,000 USD
**Category**: Sales
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/pindropsecurity/jobs/8261109?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_19c2842c-5bc

## Description

As a Customer Success Manager at Pindrop, you will be a trusted point of contact for your customers. You will own product adoption, account health, and renewal coordination for a portfolio of commercial and mid-market accounts, while building the relationships and judgment that set you up to grow into more complex enterprise work.

Responsibilities:

- Manage a defined portfolio of commercial and mid-market accounts, proactively reviewing account history and aligning outreach to customer goals and lifecycle stage.

- Build rapport with day-to-day customer contacts and work toward becoming a trusted advisor for product and value conversations.

- Build and maintain success plans tied to customer-stated goals, with input from the account team.

- Communicate value delivered in terms customers can connect to their business outcomes.

- Own renewal coordination for assigned accounts with sales partner end-to-end.

- Manage day-to-day customer concerns and lower-complexity escalations with growing independence.

- Partner with Account Executives, Support, and Product on customer initiatives.

- Maintain and update account plans using provided templates, tracking progress against customer goals.

- Assist customers with operationalizing new product features and quantify customer benefits.

- Serve as conduit between customer and product team: communicate new features, support the enhancement request process, facilitate beta engagements, coordinate case studies and customer references, and compile product feedback.

- Determine the optimal cadence of customer engagement to resolve open items, discuss performance, and drive product and feature adoption.

- Execute annual satisfaction surveys and report results internally and to customers.

- Leverage Gainsight, analytics, and reporting tools to manage customer health and engagement.

Requirements:

- 3-5+ years of relevant experience, with at least 2 years in a Customer Success or account management role in a SaaS or technology environment.

- Experience managing a portfolio of commercial or mid-market accounts and building trusted relationships with customer contacts.

- Ability to build and maintain success plans tied to customer goals and communicate value in business terms.

- Solid understanding of the renewal process and experience flagging risk.

- Strong communicator with the ability to present clearly across levels of the customer organisation.

- Experience with Gainsight or a similar customer success platform, Salesforce, and Google Workspace.

- Understanding of call centre, CCaaS, or contact centre infrastructure is preferred.

- Experience in fraud, authentication, security, or adjacent technology environments is a plus.

What success looks like:

- Customers know you and trust you as their go-to person at Pindrop.

- Adoption is on track, renewal risks are flagged early, and your accounts are well-documented in Gainsight.

- You are building multi-stakeholder relationships without needing manager backup.

- Your portfolio shows consistent health, engagement, and progress against customer goals.

- Internal teams receive clear, useful customer feedback from you on a regular basis.

Benefits:

- Base pay range: $88,000 - $106,000 USD.

- Eligible for additional compensation in the form of commission payments.

## Skills

### Required
- Customer Success
- Account Management
- SaaS
- Gainsight
- Salesforce
- Google Workspace

### Nice to have
- Call centre
- CCaaS
- Contact centre infrastructure
- Fraud
- Authentication
- Security

---

Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/pindropsecurity/jobs/8261109?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)