[Hiring] Customer Success Manager @Pinpoint

Role Description

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 50 to 70 customers worth ~$1 to 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.

• 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.

Qualifications

• 3+ years in Customer Success within B2B SaaS, with a proven track record of renewals, upsell, and expansion.
• Experience in an early-stage or high-growth SaaS environment strongly preferred.
• 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.
• Background in HR tech, recruiting tech, or hands-on recruiting experience is a strong plus.
• Based in the US (EST or CST), with work authorization and willingness to travel up to 10%.

Requirements

• 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.