Customer Success Manager

US - Remote. Posted a month ago

The role

You will manage a portfolio of commercial and mid-market accounts as a trusted point of contact. You will own product adoption, account health, and renewal coordination.

What you will do

Manage a defined portfolio of commercial and mid-market accounts
Build rapport and serve as the primary point of contact for customers
Build and maintain success plans tied to customer-stated goals
Communicate value delivered in terms customers can connect to business outcomes
Own renewal coordination for assigned accounts with sales partner
Manage day-to-day customer concerns and lower-complexity escalations
Partner with Account Executives, Support, and Product on customer initiatives
Maintain and update account plans using provided templates
Assist customers with operationalizing new product features
Serve as conduit between customer and product team

Required qualifications

3-5+ years of relevant experience
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
Ability to build and maintain success plans tied to customer goals
Solid understanding of the renewal process and experience flagging risk
Strong communicator with the ability to present clearly across levels of the customer organization
Experience with Gainsight or a similar customer success platform, Salesforce, and Google Workspace
Willing to travel up to 25%

Nice to have

Understanding of call center, CCaaS, or contact center infrastructure
Experience in fraud, authentication, security, or adjacent technology environments

Benefits

Commission payments

Before you apply

Pindrop may use AI tools to help prioritize job applications for human review

About the company

Pindrop is a cybersecurity company delivering continuous identity verification across voice, video, and digital interactions. Its technology is informed by more than 8 billion real-world interactions annually.