Enterprise Customer Success Manager

Job description

Enterprise Customer Success Manager

US Remote

Who we are

Are you passionate about innovating at the intersection of technology and personal security? At Pindrop, we recognize that the human voice is a unique personal identifier, increasingly susceptible to sophisticated fraud, including the threat of deepfakes. We’re leading the way in developing cutting-edge authentication, fraud prevention, and deepfake detection. Our mission is to provide seamless and secure digital experiences, safeguarding the most personal aspect of our identity: our voice. Here, you’ll be part of a team driven by values of Innovation, Customer Advocacy, Excellence, and Impact. We’re not just creating a safer digital landscape by fortifying trust and integrity with those we serve, we’re also building a dynamic, supportive workplace where your contributions make a real difference.

Headquartered in Atlanta, GA, Pindrop is backed by world-class investors such as Andreessen-Horowitz, IVP, and CapitalG.

What you’ll do

The Customer Success Manager (CSM) is focused on client relationships and managing client expectations. CSMs proactively drive product adoption and continuous optimization to demonstrate high value to the customer, as well as monitor performance to exceed the customer’s initial business case expectations.  The CSM acts as the voice of the customer internally to Pindrop, and supports beta and design partner programs to develop strong customer advocacy and retention.  The CSM collaborates closely with the Account Executive on the strategic account plan, renewal execution and expansion opportunities.

Energetic, professional, organized and self-driven, CSMs become a trusted partner to our customers through their solution expertise, industry knowledge and executive presence. CSMs manage numerous customers at different stages of the customer lifecycle. They understand Pindrop products in-depth and are constantly looking for new ways their customers can benefit from a new Pindrop technology.

If you love working with dynamic companies and have thrived in a role like this before, then we want to talk to you! This is a remote based role located within the United States.

• Responsible for the overall business relationship and long-term account retention
• Develop key relationships to become a trusted advisor and earn customer advocacy
• Quantify value realized vs. expected, and align on the results with customers
• Define and execute account planning with Account Executives to achieve strategic goals
• Assist customers with operationalizing new product features and quantify customer benefits.
• Responsible for tracking renewal events, raising renewal risks and achieving customer retention
• Identify, quantify impact and mitigate risks associated with their customer portfolio
• Educate customers on fraud and authentication best practices to achieve best value results
• Promote Pindrop’s value and ROI with customer stakeholders
• Measure and maintain high levels of customer satisfaction and nurture client health
• Understand customers use cases and identify areas for up-sell/cross-sell
• Assist clients with expanding their use of Pindrop into new or additional lines of business
• Serve as the primary point of contact for your customers for the life of the relationship
• Conduct Annual Executive Business Reviews focused on demonstrating value and developing a strategic partnership
• Determine the optimal cadence of customer engagement to resolve open items, discuss performance and drive product/feature adoption
• Execute annual satisfaction survey and report internally and to the customer on results
• Serve as conduit between customer and product team by communicating new features, enabling the enhancement request process, facilitating beta engagements, coordinating case studies and customer references, and compiling product feedback
• Manage contractual commitments and track subscription license usage on a monthly basis
• Facilitate responses for compliance and model risk assessments
• Leverage Gainsight to manage and document customer information and interactions

Who you are

• 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”

Your skill-set:

• 5+ years of relevant experience with at least 3 years in a Customer Success Manager role
• Proven ability to manage C-Level relationships with Fortune 100 customers
• Experience managing multiple enterprise accounts and ensuring clients have a high CSAT
• Experience with vendor based anti fraud or authentication solutions preferred
• Ability to lead strategic discussions
• Experience reporting customer health to executive management
• Experience with Microsoft Office and Mac O/S; Google, GMail, Gainsight, Salesforce
• Willing to travel up to 10% is required
• Understanding of call center/CCaaS/data center infrastructure is preferred
• Understanding the authentication and fraud pain points in the contact center
• Experience working in the security and/or fraud industry is preferred

What’s in it for you:

As a Pindropper, you join a rapidly growing company making technology more human with the power of voice. You will work alongside some of the best and brightest. We’re a passionate group committed to excellence - but that doesn’t stop us from enjoying the journey as a team with chess and poker tournaments, catered lunches and happy hours, wellness programming, and more. Because we take our jobs seriously, we add in time for rest with Unlimited PTO, Focus Thursday, and Company-wide Rest Days.

Within 30 days you’ll

• Complete onboarding and attend New Employee Orientation sessions with other new Pindroppers
• You will learn the role of the CSM at Pindrop
• You will become familiar with the processes and products that you will support

Within 60 days you’ll You will get up to speed on specific customer accounts and start to engage with your customer portfolio You will continue learning Pindrop and our products Within 90 days you’ll

• Teach us something new
• Be productive and successful in your CSM role by adding value to our customers

What we offer

As a part of Pindrop, you’ll have a direct impact on our growing list of products and the future of security in the voice-driven economy. We hire great people and take care of them. Here’s a snapshot of the benefits we offer:

• Competitive compensation, including equity for all employees

• Unlimited Paid Time Off (PTO)

• 4 company-wide rest days in 2025 where the entire company rests and recharges!

• Generous health and welfare plans to choose from - including one employer-paid “employee-only” plan!

• Best-in-class Health Savings Account (HSA) employer contribution

• Affordable vision and dental plans for you and your family

• Employer-provided life and disability coverage with additional supplemental options

• Paid Parental Leave - Equal for all parents, including birth, adoptive & foster parents

  • One year of diaper delivery for your newest addition to the family! It’s our way of welcoming new Pindroplets to the family!

• Identity protection through Norton LifeLock

• Recurring monthly Phone and Internet allowance

• One Time home office allowance

• Remote first environment – meaning you have flexibility in your day!

• Company holidays

• Annual professional development and learning benefit

• Pick your own Apple MacBook Pro

• Retirement plan with competitive 401(k) match

• Wellness Program including Employee Assistance Program, ²⁴⁄₇ Telemedicine

The base pay for this position is generally between $115,000 and $145,000. Please note that the base pay range is a general guideline only. Pindrop considers factors such as (but not limited to) scope and responsibilities of the position, a candidate’s work experience, education/training, and key skills, as well as market and business considerations, when extending an offer.

What we live by

At Pindrop, our Core Values are fundamental beliefs at the center of all we do. They are our guiding principles that dictate our actions and behaviors. Our Values are deeply embedded into our culture in big and small ways and even help us decide right from wrong when the path forward is unclear. At Pindrop, we believe in taking accountability to make decisions and act in a way that reflects who we are. We truly believe making decisions and acting with our Core Values in mind will help us to achieve our goals and keep Pindrop a great place to work:

• Audaciously Innovate - We continue to change the world, and the way people safely engage and interact with technology. As first principle thinkers, we challenge standards, take risks and learn from our mistakes in order to make positive change and continuous improvement. We believe nothing is impossible.
• Evangelical Customers for Life - We delight, inspire and empower customers from day one and for life. We create a partnership and experience that results in a shared passion.   We are champions for our customers, and our customers become our champions, creating a universal commitment to one another.
• Execution Excellence - We do what we say and say what we do. We are accountable for making the tough decisions and necessary tradeoffs to deliver quality and effective solutions on time.
• Win as a Company - Every time we win, we win as a company. Every time we lose, we lose as a company. We break down silos, support one another, embrace diversity and celebrate our successes. We are better together.
• Make a Difference - Every day we have the opportunity to make a positive impact. We operate with dedication, passion, and uncompromising integrity, creating a safer, more secure world.

Not sure if this is you?

We want a diverse, global team, with a broad range of experience and perspectives. If this job sounds great, but you’re not sure if you qualify, apply anyway! We carefully consider every application and will either move forward with you, find another team that might be a better fit, keep in touch for future opportunities, or thank you for your time.

Pindrop is an Equal Opportunity Employer

Here at Pindrop, it is our mission to create and maintain a diverse and inclusive work environment. As an equal opportunity employer, all qualified applicants receive consideration for employment without regard to race, color, age, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetic information, disability, marital and/or veteran status.

This position will be posted for 60 days after April 28th 2025

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