Senior 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 Senior Customer Success Manager (CSM) is focused on client relationships and managing client expectations. CSMs proactively drive product adoption, and act as the voice of the customer internally to Pindrop. Energetic and self-driven, CSMs become a trusted partner to our customers so that they stay and grow with Pindrop. 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.
- Responsible for the overall business relationship and long-term account retention
- Develop key relationships to become a trusted advisor and maintain “customers for life”
- Define and execute account planning with Account Executives to achieve strategic goals
- Responsible for renewal management and forecasting risks associated with renewal events
- Understand customer business objectives and promote Pindrop's value and ROI
- Measure and maintain high levels of customer satisfaction and nurture client health
- Understand customers use cases and identify areas for up-sell/cross-sell
- Serve as the Primary Point of Contact for your customers for the life of the relationship
- Conduct Annual onsite Executive Reviews focused on demonstrating ROI and developing a strategic partnership
- Host regular remote Business Reviews focused open items, performance and product/feature adoption
- Report internally and to the customer on results of annual Satisfaction Surveys
- Serve as conduit between customer and product team by communicating new features, enabling the enhancement request process, facilitating beta agreements, 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
Who you are
- You are an excellent communicator and presenter for all levels of management
- You understand the value of strong relationships and cultivate them both internally and externally
- You are resilient in the face of challenges, change, and ambiguity
- You are optimistic and believe that you can make a problem into a solution
- 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 relevant experience with at least 5 years in a Senior Customer Success Manager role
- Proven ability to manage C-Level relationships with Fortune 100 customers
- Ability to manage revenue, increase billable utilizations, reduce and control expenses
- 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 25% is required
- Understanding of call center/CCaaS/data center infrastructure is preferred
- Experience working in the security and/or fraud industry is preferred
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.
Within 30 days you’ll
- Complete onboarding and attend New Employee Orientation sessions with other new Pindroppers
- You will learn the role of the CSM at Pindrop
- You will become familiar with the processes and products that you will support
Within 60 days you’ll
- You will get up to speed on specific customer accounts and start to engage with your customer portfolio
- You will continue learning Pindrop and our products
Within 90 days you’ll
- Teach us something new
- Be productive and successful in your CSM role by adding value to our customers
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
- New hire and 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.
#LI-Remote