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PindropCustomer Success Manager
Pindrop is currently seeking a remote Customer Success Manager to join the team within the United States on a full-time basis. In this role, you will…
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About This Role
Pindrop is currently seeking a remote Customer Success Manager to join the team within the United States on a full-time basis. In this role, you will act as the main point of contact for commercial and mid-market accounts, guiding product adoption, monitoring account health, and coordinating renewals while building the experience needed for more complex enterprise responsibilities. As part of a cybersecurity firm specializing in identity verification and fraud prevention…
Job Description
Pindrop is currently seeking a remote Customer Success Manager to join the team within the United States on a full-time basis. In this role, you will act as the main point of contact for commercial and mid-market accounts, guiding product adoption, monitoring account health, and coordinating renewals while building the experience needed for more complex enterprise responsibilities.
As part of a cybersecurity firm specializing in identity verification and fraud prevention for voice and digital channels, you will help enterprise clients maximize the value of the platform. Your duties will involve developing success plans tied to client goals, reviewing adoption metrics, handling routine escalations, and partnering internally with sales, support, and product teams.
This position is suited for professionals with a background in SaaS customer success or account management who excel at building relationships and analyzing engagement data. Pindrop operates as an equal opportunity employer committed to cultivating a diverse workplace.
Responsibilities
- Manage a designated portfolio of commercial and mid-market accounts by reviewing history and aligning outreach with customer lifecycle stages
- Serve as the primary point of contact for clients throughout the entire relationship lifecycle
- Develop and maintain success plans based on client objectives alongside the account team
- Lead adoption check-ins to spot feature underutilization and articulate product value in terms of business outcomes
- Coordinate renewals end-to-end with sales partners and maintain accurate forecasts in Gainsight
- Handle day-to-day customer issues, lower-complexity escalations, and create action plans for at-risk accounts
- Translate client feedback into summaries for internal cross-functional teams including Product and Support
- Track subscription license usage monthly and help clients operationalize new features
Requirements
- Possess 3 to 5 years of relevant professional experience, with a minimum of 2 years in a Customer Success or account management function within a SaaS or technology company
- Demonstrate experience managing a portfolio of commercial or mid-market accounts while forging trusted client relationships
- Show the ability to build success plans tied to client goals and communicate value using business terminology
- Understand the renewal process well and have experience identifying and flagging account risks
- Be willing and able to travel up to 25%
- Reside within the United States for this remote position
Qualifications
- Experience using Gainsight or comparable customer success platforms, Salesforce, and Google Workspace
- Familiarity with contact center, CCaaS, or call center infrastructure is preferred
- Background in security, authentication, fraud, or related technology environments is considered a plus
Core Skills
Benefits
- Additional compensation provided through commission payments
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, this is a remote-based role located within the United States.
What is the salary range for this role?
The US base pay range is $88,000 to $106,000 USD, and the position is also eligible for commission payments.
What travel is required for this Customer Success Manager role?
Candidates must be willing to travel up to 25%.
What experience is required to apply?
Applicants need 3-5+ years of relevant experience, including at least 2 years in a Customer Success or account management role within a SaaS or technology environment.
Sample Interview Questions
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