Manager, Customer Success

Remote - 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 Manager, Customer Success is focused on client relationships and managing client expectations. The CSM team proactively drives product adoption and customer success, as well as serves as the voice of the customer internally to Pindrop. Energetic and self-driven, the CSM leader becomes a trusted partner to our customers and a mentor to the CSM team. The CSM team manages numerous customers at different stages of the customer lifecycle. The CSM leader will support them to understand Pindrop products in-depth and constantly looking for new ways their customers can benefit from Pindrop technology.

If you love working with dynamic companies, a passionate team 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 enhancing customer relationships and long-term account retention across the CSM team
Enable CSM team to develop key customer relationships to become a trusted advisor and maintain “customers for life”
Define and execute account planning with CSMs and Account Executives to achieve strategic goals and identify areas for up-sell/cross-sell
Responsible for renewal management and forecasting risks associated with renewal events for CSM team and associated customer accounts
Enable CSM team to understand customer use cases/business objectives and promote Pindrop's value and ROI
Measure and maintain high levels of customer satisfaction and nurture client health
Serve as the initial point of escalation for the CSM team and mitigate risk and improve customer experience
Participate in Executive Business Reviews for CSM team to further develop the CSM skill set, establish strategic partnerships and promote customer satisfaction
Enable the CSM team to reduce churn and drive new business growth through greater advocacy and referenceability
Review customer complaints and concerns and seek to improve the customer experience
Maintain a detailed understanding of products and services to assist customers in realizing the full benefit of Pindrop solutions and technology
Deliver transformational leadership so that the team is highly motivated and engaged.

Who you are

You are a optimistic, empowering and effective people leader
You are comfortable communicating business challenges cross functionally
You are an excellent communicator and presenter for all levels of management
You are optimistic and passionate about problem solving
You are a relationship builder
You are resilient in the face of challenges, change, and ambiguity
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:

7 years of customer success experience with at least 3 years in a leadership role
Proven ability to manage C-Level relationships with Fortune 100 customers
Ability to manage revenue, increase net retention, and control expenses
Experience managing multiple enterprise accounts and ensuring clients have a high CSAT
Ability to lead strategic discussions and foster positive business relationships
Experience reporting customer health to executive management
Experience with Microsoft Office and Mac O/S; Google, GMail, Gainsight, Salesforce
Willing to travel up to 25% is required
Understanding of call center/CCaaS/data center infrastructure is preferred
Experience working in the security and/or fraud industry is preferred
Previous experience growing, scaling, training and supervising a CSM team.
Proven experience leading teams, driving software adoption and leveraging customer success best practices
Possesses a strong management presence and leadership ability, with effective communication and interpersonal skills that inspire and motivate teams
Experience working with enterprise customers and promoting solution value through product adoption and use case benefits
Technical skills required, as they relate to the operational use of the product
Accountability and personal organization are essential
Experience with subscription licensing sales model and managing SaaS contract terms

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.

You have the chance to make a meaningful impact at an exciting, cutting edge technology company. Your input will be heard at an executive level, and help drive business decisions.

Within 30 days you’ll:

meet the Customer Success team and have an understanding of their responsibilities, roles, tools used, and cadence of meetings. You’ll begin learning the basics of the products and how we measure their success.
Understand CSM performance objectives, customer KPIs and CS OKRs
Understand CSM processes and Gainsight functionality

Within 60 days you’ll:

Build strong, long-term relationships with customers
Support and mentor a team of Senior CSMs
Begin to engage with your customer portfolio and lead the enterprise CSM team

Within 90 days you’ll:

Teach us something new
Be productive and successful in your CSM leadership role by adding value to our customers and the CSM team
Be executing to Customer Success metrics and establishing individual performance objectives

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 2024 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
Remote-first culture with opportunities for in-person team events
Recurring monthly home office allowance
When we need a break, we keep it fun with happy hours, ping pong and foosball, drinks and snacks, and monthly massages!
Remote and in-person team activities (think cheese tastings, chess tournaments, talent shows, murder mysteries, and more!)
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

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.

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