Enterprise Customer Success Manager

Pindrop

9d•$115,000 - $135,000•Remote

About The Position

Pindrop is redefining trust in the digital age. Our patented voice, and video authentication, fraud detection, and deepfake detection technologies protect some of the world’s largest banks, insurers, retailers, and healthcare leaders. As AI-driven threats evolve in the form of synthetic voices, deepfakes, face swapping and more, our solutions stay ahead, helping ensure that the real human and the right human are recognized. Pindrop is trusted by Fortune 500 enterprises to secure voice interactions, and with $100M ARR we’re entering our next phase of innovation and growth, backed by world-class investors including Andreessen Horowitz, IVP, and CapitalG. 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.

Requirements

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
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

Responsibilities

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

Benefits

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