Customer Success Manager

Pindrop is a cybersecurity company providing identity verification and fraud-prevention technology. The Customer Success Manager owns product adoption, account health, and renewal coordination for commercial and mid-market customers, serving as their trusted point of contact.

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. Serve as the primary point of contact for your customers for the life of the relationship
• Build and maintain success plans tied to customer-stated goals, with input from the account team. Lead adoption check-ins and identify where customers are underutilizing key product features
• Communicate value delivered in terms customers can connect to their business outcomes. Quantify value realized vs. expected and align on results with customers
• Own renewal coordination for assigned accounts with sales partner end-to-end, following team playbooks and escalating commercial decisions when needed. Maintain accurate renewal forecasts in Gainsight and flag at-risk accounts proactively
• Manage day-to-day customer concerns and lower-complexity escalations with growing independence. Develop action plans for at-risk accounts and coordinate with Support or Product to resolve root causes
• Partner with Account Executives, Support, and Product on customer initiatives. Translate customer feedback into clear summaries for internal teams and participate in cross-functional account discussions
• Maintain and update account plans using provided templates, tracking progress against customer goals using Gainsight health scores
• Assist customers with operationalizing new product features and quantify customer benefits. Educate customers on fraud and authentication best practices
• 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. Manage contractual commitments and track subscription license usage on a monthly basis
• Leverage Gainsight, analytics, and reporting tools to manage customer health and engagement. Apply good judgment to system-generated signals rather than accepting them at face value

Requirements:

• 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% is required
• You are an excellent communicator and presenter for all levels of management
• You understand the value of strong relationships and cultivate them both internally and externally
• You are resilient in the face of challenges, change, and ambiguity
• You are optimistic and believe that you can make a problem into a solution
• You have a passion for improving the customer experience in the voice channel
• You have the ability to analyze data to find and understand trends and ultimately offer suggestions for improved performance
• You are resourceful, excited to uncover innovative solutions and teach yourself something new when needed
• You take accountability, do the things you say you'll do, under-promise and over-deliver
• You are nimble and adaptable when priorities change and continue to see the "forest through the trees"
• 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
• Understanding of call center, CCaaS, or contact center infrastructure is preferred
• Experience in fraud, authentication, security, or adjacent technology environments is a plus