Customer Success Manager
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Job Description
Customer Success Manager managing commercial and mid-market accounts for Pindrop’s cybersecurity platform. Driving product adoption, customer value, account health, and renewal coordination.
Responsibilities:
- Manage a defined portfolio of commercial and mid-market accounts, reviewing account history and aligning outreach to customer goals and lifecycle stage
- Build customer relationships and serve as the primary point of contact throughout the relationship
- Build and maintain success plans tied to customer goals
- Lead adoption check-ins and identify underutilized product features
- Communicate and quantify product value against business outcomes
- Own renewal coordination with sales partners and maintain renewal forecasts in Gainsight
- Flag at-risk accounts and coordinate action plans with Support or Product
- Partner with Account Executives, Support, and Product on customer initiatives
- Translate customer feedback into summaries for internal teams
- Maintain account plans and track progress using Gainsight health scores
- Assist customers with new product features and educate them on fraud and authentication best practices
- Communicate new features, facilitate beta engagements, coordinate case studies and references, and compile product feedback
- Determine customer engagement cadence to resolve issues and drive adoption
- Execute annual satisfaction surveys and report results
- Manage contractual commitments and track subscription license usage monthly
- Use Gainsight, analytics, and reporting tools to manage customer health and engagement
Requirements:
- Strong communicator with the ability to present clearly across levels of the customer organization
- Experience with Gainsight or a similar customer success platform, Salesforce, and Google Workspace
- Understanding of call center, CCaaS, or contact center infrastructure is preferred
- Experience in fraud, authentication, security, or adjacent technology environments is a plus
- Willing to travel up to 25% is required
- Excellent communicator and presenter for all levels of management
- Ability to analyze data to find and understand trends and offer suggestions for improved performance
- 3-5+ years of relevant experience, with at least 2 years in a Customer Success or account management role in a SaaS or technology environment
- Experience managing a portfolio of commercial or mid-market accounts and building trusted relationships with customer contacts
- Ability to build and maintain success plans tied to customer goals and communicate value in business terms
- Solid understanding of the renewal process and experience flagging risk
Benefits:
- Additional compensation in the form of commission payments
- Remote-based role
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