Customer Success Manager

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.