[Hiring] Senior Customer Success Manager @Pindrop

Role Description

As a Senior CSM, you are a strategic advisor to enterprise and strategic customers. You own complex relationships, full renewal outcomes, executive escalations, and multi-quarter account strategy, while using customer insight to shape how Product, GTM, and the broader CS organization serves customers. This is a remote-based role located within the United States.

What you'll do

• Own a portfolio of enterprise and strategic customers, serving as the primary customer success leader and trusted advisor across multiple stakeholder levels, including executives.
• Build and execute account strategies tied to customer business priorities, retention, and expansion.
• Define and execute account planning with Account Executives to achieve strategic goals.
• Identify growth opportunities and build business cases for expansion; present portfolio strategy to Sales and leadership as needed.
• Own with sales the full renewal lifecycle for complex accounts, including risk identification, forecast accuracy, and clear mitigation plans for accounts at risk.
• Track renewal events, raise renewal risks, and drive customer retention.
• Lead executive business reviews and value conversations that connect Pindrop capabilities to measurable business outcomes.
• Quantify value realized vs. expected, and align on results with customers.
• Use product usage, customer health, and business data to identify adoption gaps and expansion opportunities.
• Anticipate customer needs and serve as a strong internal voice of the customer across Product, Sales, GTM, and leadership.
• Independently lead complex escalations, including executive dissatisfaction, through resolution.
• Coordinate recovery plans across Sales, Product, Support, and other partners.
• Run postmortems and recommend process changes that prevent recurrence.
• Assist customers with operationalizing new product features and quantify customer benefits.
• Educate customers on fraud and authentication best practices.
• Serve as conduit between customer and product team: communicate new features, support the enhancement request process, facilitate beta engagements, coordinate case studies and customer references, and compile product feedback.
• Lead cross-functional initiatives that improve customer outcomes, retention, and adoption beyond individual accounts.
• Develop playbooks and processes that improve how the broader CS team manages adoption, retention, risk, and executive engagement.
• Mentor other CSMs through account strategy, executive communication, renewal risk management, and customer advocacy.
• Determine the optimal cadence of customer engagement to resolve open items, discuss performance, and drive product and feature adoption.
• Execute annual satisfaction surveys and report results internally and to customers.
• Manage contractual commitments and track subscription license usage on a monthly basis.
• Facilitate responses for compliance and model risk assessments.
• Leverage Gainsight, analytics, and reporting tools to manage customer health and engagement.
• Apply good judgment to system-generated signals rather than accepting them at face value.

What success looks like

• Customers view you as a strategic advisor, not just a point of contact.
• Renewal risks are identified early, the commercial path is clear, and forecast accuracy is reliable across your portfolio.
• Executive business reviews consistently connect product usage to customer business outcomes.
• Your portfolio shows measurable progress in retention, health, adoption, and expansion over time.
• Cross-functional teams act on your customer insight to improve product, process, and GTM decisions.
• Other CSMs are using your processes and your influence extends beyond your own book of business.

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 have a passion for improving the customer experience in the voice channel.
• You have the ability to analyze data to find and understand trends and ultimately offer suggestions for improved performance.
• 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."

Skill-set

• 7-10+ years of relevant experience, with meaningful tenure in a Customer Success or strategic account management role in a SaaS or enterprise software environment.
• Proven ability to manage C-level relationships with Fortune 100 customers across a portfolio of enterprise and strategic accounts.
• Track record of owning renewals, managing customer health, and demonstrating value realization in terms customers connect to their business outcomes.
• Strong executive presence with the ability to lead strategic discussions, executive business reviews, escalations, and commercial conversations.
• Ability to build multi-quarter account plans, prioritize across a portfolio, and identify expansion opportunities based on customer needs and usage.
• Experience working cross-functionally with Sales, Product, Support, and Professional Services to drive customer outcomes.
• Experience with Gainsight, Salesforce, Google Workspace, and Microsoft Office.
• Understanding of call center, CCaaS, or contact center infrastructure is preferred.
• Experience in fraud, authentication, security, or adjacent technology environments is preferred; experience with anti-fraud or authentication solutions is a plus.
• Willing to travel up to 25% is required.

Benefits

• Competitive compensation, including equity for all employees.
• Unlimited Paid Time Off (PTO).
• 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!
• 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.