Director, Customer Success

Pindrop

About The Position

Pindrop is the Real Human + Right Human® Identity Trust Platform for the AI era. As AI-driven fraud and deepfakes erode trust in digital communication, Pindrop delivers continuous identity verification and deepfake detection across voice, video, and digital interactions in real time. Enterprises rely on Pindrop to secure billions of high-risk customer interactions each year, including top U.S. banks, as well as leading insurers and healthcare providers. Powered by models trained on more than 1.5 billion real-world interactions annually and protected by 300+ patents, Pindrop restores trust while reducing fraud, lowering operational costs, and improving customer experience. Recognized by TIME as one of 2025’s Best Inventions and by Inc. for Best in Business for Innovation, Pindrop is backed by leading investors including Andreessen Horowitz, IVP, and CapitalG. As the Director, Customer Success, you will lead a team responsible for driving customer adoption, value realization, retention, and advocacy across a portfolio of customers. Reporting to the VP, Customer Success, you will translate the broader Customer Success vision into repeatable operating rhythms, strong team execution, and measurable customer outcomes. You’ll be responsible for leading a frontline team, improving the consistency and scalability of the customer journey, and partnering cross-functionally with Sales, Product, Support, Professional Services and Marketing to help customers realize the full value of Pindrop’s solutions.

Requirements

10+ years of experience in Customer Success, Account Management, Customer Experience, or related functions.
3+ years of people leadership experience managing Customer Success Managers or similar customer-facing teams.
Proven success managing or leading teams serving enterprise and strategic accounts.
Strong track record of improving retention, customer health, adoption, and executive engagement.
Experience building repeatable processes, playbooks, and operating rhythms in a scaling environment.
Strong communication and influencing skills with the ability to work effectively across Sales, Product, Engineering, Marketing, Services, and Support.
Experience with Gainsight, Salesforce, and data/reporting tools; comfort using AI tools to improve team productivity and customer experience.
Willingness to travel up to 25%.

Nice To Haves

Industry experience in security, fraud, call center/CCaaS, identity, or enterprise SaaS preferred.

Responsibilities

Lead a team that is responsible for customer outcomes to drive subscription utilization, use case adoption, business value realization, renewal and upsell partnership with Sales to drive long-term retention and expansion in support of Pindrop’s growth.
Drive proactive customer engagement strategies that improve product adoption, reduce risk, and strengthen retention across the portfolio.
Monitor customer health, identify patterns that signal churn or compression risk, and ensure timely mitigation plans are in place.
Coach the team to develop and execute success plans and ensure sound customer governance motions that produce customer priorities and business outcomes.
Partner with leadership on renewal readiness, risk reviews, and account planning for Pindrop’s enterprise customers.
Hire, lead, and develop a high-performing Customer Success team with a strong culture of accountability, customer advocacy, and operational excellence.
Provide coaching, performance management, and career development for team members, helping them grow as trusted advisors to enterprise customers.
Establish clear expectations, inspect performance against goals, and reinforce best practices across customer engagement, internal collaboration, and executive communication.
Support the adoption of AI-enabled workflows and tools that increase team efficiency, consistency, and customer impact.
Serve as a senior escalation point for customer situations, helping to drive alignment, urgency, and trust during moments of risk or complexity.
Engage directly with strategic customers and executive stakeholders to strengthen relationships and reinforce business value.
Ensure the team delivers high-quality business reviews, success plans, governance cadences, and executive-ready communications.
Partner with the VP, Customer Success on executive sponsorship plans and key account strategies.
Work closely with Sales to support expansion planning, renewal readiness, and coordinated account execution.
Partner with Product and Product Marketing to channel voice-of-customer feedback into roadmap discussions, innovation storytelling, and customer communications.
Collaborate with Professional Services, Support, FACT, and CoE teams to ensure customers receive a coordinated and high-quality experience.
Help drive internal alignment around customer priorities, escalations, and opportunities to improve the customer lifecycle.
Implement and improve Customer Success processes, playbooks, and operating cadences that create consistency and scale across the team.
Use tools such as ChatGPT, Gainsight, Salesforce, Tableau, Glean, and AI-enabled workflows to drive visibility, prioritization, and execution.
Build a data-driven management rhythm around customer health, adoption, retention, satisfaction, and team performance.
Contribute to the evolution of service models and engagement approaches across customer tiers as the business grows.