Customer Success Manager

Pindrop

12h•$88,000 - $106,000•Remote

About The Position

As a CSM at Pindrop, you are a trusted point of contact for your customers. You 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. This is a remote-based role located within the United States.

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 organization
Willing to travel up to 25% is required

Nice To Haves

Experience with Gainsight or a similar customer success platform, Salesforce, and Google Workspace
Understanding of call center, CCaaS, or contact center infrastructure is preferred
Experience in fraud, authentication, security, or adjacent technology environments is a plus

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.