Manager, Customer Success

Remote - 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 Manager, Customer Success is focused on client relationships and managing client expectations. The CSM team proactively drives product adoption and customer success, as well as serves  as the voice of the customer internally to Pindrop. Energetic and self-driven, the CSM leader becomes a trusted partner to our customers and a mentor to the CSM team. The CSM team manages numerous customers at different stages of the customer lifecycle. The CSM leader will support them to understand Pindrop products in-depth and constantly looking for new ways their customers can benefit from Pindrop technology. 

If you love working with dynamic companies, a passionate team 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 enhancing customer relationships and long-term account retention across the CSM team
• Enable CSM team to develop key customer relationships to become a trusted advisor and maintain “customers for life”
• Define and execute account planning with CSMs and Account Executives to achieve strategic goals and identify areas for up-sell/cross-sell
• Responsible for renewal management and forecasting risks associated with renewal events for CSM team and associated customer accounts
• Enable CSM team to understand customer use cases/business objectives and promote Pindrop's value and ROI
• Measure and maintain high levels of customer satisfaction and nurture client health
• Serve as the initial point of escalation for the CSM team and mitigate risk and improve customer experience
• Participate in Executive Business Reviews for CSM team to further develop the CSM skill set, establish  strategic partnerships and promote customer satisfaction
• Enable the CSM team to reduce churn and drive new business growth through greater advocacy and referenceability
• Review customer complaints and concerns and seek to improve the customer experience 
• Maintain a detailed understanding of products and services to assist customers in realizing the full benefit of Pindrop solutions and technology
• Deliver transformational leadership so that the team is highly motivated and engaged.

Who you are

• You are a optimistic, empowering and effective people leader 
• You are comfortable communicating business challenges cross functionally 
• You are an excellent communicator and presenter for all levels of management
• You are optimistic and passionate about problem solving 
• You are a relationship builder
• You are resilient in the face of challenges, change, and ambiguity
• 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 customer success experience with at least 3 years in a leadership role 
• Proven ability to manage C-Level relationships with Fortune 100 customers
• Ability to manage revenue, increase net retention, and control expenses 
• Experience managing multiple enterprise accounts and ensuring clients have a high CSAT
• Ability to lead strategic discussions and foster positive business relationships
• 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 prefe