Customer Success Manager

Pinpoint•Fort Washington, MD

6d•Remote

About The Position

Hi 👋 I'm Paul, Head of US Customer Success at Pinpoint. We’re a high-growth HR tech company building and selling software that helps in-house recruitment teams attract, hire, and onboard the right talent. Today, we have a strong foundation in place, with a mature product, rapid growth, strong product–market fit, and happy customers. Our rapid growth has brought exciting new challenges. In H2 of 2025, we won 3 of our 4 largest US customers. As we bring on more complex clients, we're looking for an experienced Customer Success Manager to help us scale. This is a high-impact, hands-on role. You’ll own a portfolio of 40–60 customers worth ~$1–1.5M ARR, balancing proactive, tech-enabled engagement with in-person relationship building when it matters most. Your North Star is Net Revenue Retention — retaining customers, mitigating risk, and driving expansion. If you’re commercially minded, entrepreneurial, and thrive in a fast-moving SaaS environment, this is a chance to make a real mark. The fine print (but way more exciting): This remote role is based in the US (EST or CST only), with up to 10% travel. Our team is spread across the UK and US, with an evenly split customer base across both regions We set the bar high for customer success. Our G2 and Capterra reviews show that clients consistently rave about our Support and Success teams This role is best suited to someone who has worked in a startup or scale-up B2B SaaS environment, where ambiguity, pace, and ownership are the norm Our product is a configurable, platform-style platform serving multiple personas, with monthly releases. Supporting customers requires navigating workflows, configuration, integrations, and ongoing change. Our values actually matter here. We hire people who reflect them in how they work, collaborate, and make decisions

Requirements

3+ years in Customer Success within B2B SaaS, with a proven track record of renewals, upsell, and expansion
Experience managing a meaningful commercial portfolio (ideally ~$1M+ ARR, 30–80+ accounts)
Comfortable owning revenue outcomes as a CSM and being measured on NRR
Experience supporting configurable or platform-style B2B SaaS products, rather than simple point solutions
Comfortable working across multiple customer personas, from day-to-day operators to senior decision-makers
Commercially sharp, able to build business cases and influence stakeholders with credibility
High-ownership mindset — you run your portfolio like a business
Calm under pressure and effective at managing proactive lifecycle engagement alongside reactive problem-solving when things go wrong
Data-driven, able to spot trends and turn insight into action
Based in the US (EST or CST), with work authorization and willingness to travel up to 10%

Nice To Haves

Experience in an early-stage or high-growth SaaS environment strongly preferred
Background in HR tech, recruiting tech, or hands-on recruiting experience is a strong plus

Responsibilities

Own renewals and expansion end-to-end across your portfolio, with full accountability for Net Revenue Retention
Drive retention by proactively identifying risk, influencing adoption, and leading renewal strategy
Confidently lead upsell and expansion conversations, shaping opportunities, building business cases, and closing incremental revenue
Build strong multi-stakeholder relationships across accounts, ensuring high customer sentiment, advocacy, and long-term value
Support customers through complex technical challenges, including managing escalations and staying close to day-to-day product issues in partnership with Support and Product
Use on-site visits strategically to unblock risk, deepen relationships, and secure renewals or expansion when it counts
Partner with customers to define success metrics and create tailored success plans aligned to their business goals
Act as the voice of the customer internally, feeding insights into Product, Engineering, Sales, and Support
Track and analyze customer health signals, spotting usage, maturity, and growth-based expansion opportunities and turning insight into action
Balance strategic planning with day-to-day problem solving, staying close to customer reality

Benefits

Comprehensive healthcare – Excellent medical, dental, & vision coverage for you and your family
Unlimited holidays – Take the time you need to rest and recharge
Mental health support – Unlimited, immediate access to professional counseling via Spill
Retirement contributions – 401k or pension contributions depending on your location
Remote-first – Work where you’re most productive, with flexibility and trust as the default
Equity with real upside – Share in the long-term value you help create
Fully paid parental leave – Up to 16 weeks of paid leave for new parents
Learning budget – Annual funds for courses, books, or anything that supports your growth

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