Senior Customer Success Manager @ Pindrop

Who We Are

Pindrop is redefining trust in the digital age. Our patented voice, and video authentication, fraud detection, and deepfake detection technologies protect some of the world’s largest banks, insurers, retailers, and healthcare leaders. As AI-driven threats evolve in the form of synthetic voices, deepfakes, face swapping and more, our solutions stay ahead, helping ensure that the real human and the right human are recognized.

Pindrop is trusted by Fortune 500 enterprises to secure voice interactions, and with $100M ARR we’re entering our next phase of innovation and growth, backed by world-class investors including Andreessen Horowitz, IVP, and CapitalG.

What you’ll do

The Customer Success Manager (CSM) is focused on client relationships and managing client expectations. CSMs proactively drive product adoption and continuous optimization to demonstrate high value to the customer, as well as monitor performance to exceed the customer’s initial business case expectations. The CSM acts as the voice of the customer internally to Pindrop, and supports beta and design partner programs to develop strong customer advocacy and retention. The CSM collaborates closely with the Account Executive on the strategic account plan, renewal execution and expansion opportunities.

Energetic, professional, organized and self-driven, CSMs become a trusted partner to our customers through their solution expertise, industry knowledge and executive presence. CSMs manage numerous customers at different stages of the customer lifecycle. They understand Pindrop products in-depth and are constantly looking for new ways their customers can benefit from a new Pindrop technology.

If you love working with dynamic companies 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 overall business relationship and long-term account retention
Develop key relationships to become a trusted advisor and earn customer advocacy
Quantify value realized vs. expected, and align on the results with customers
Define and execute account planning with Account Executives to achieve strategic goals
Assist customers with operationalizing new product features and quantify customer benefits.
Responsible for tracking renewal events, raising renewal risks and achieving customer retention
Identify, quantify impact and mitigate risks associated with their customer portfolio
Educate customers on fraud and authentication best practices to achieve best value results
Promote Pindrop's value and ROI with customer stakeholders
Measure and maintain high levels of customer satisfaction and nurture client health
Understand customers use cases and identify areas for up-sell/cross-sell
Assist clients with expanding their use of Pindrop into new or additional lines of business
Serve as the primary point of contact for your customers for the life of the relationship
Conduct Annual Executive Business Reviews focused on demonstrating value and developing a strategic partnership
Determine the optimal cadence of customer engagement to resolve open items, discuss performance and drive product/feature adoption
Execute annual satisfaction survey and report internally and to the customer on results
Serve as conduit between customer and product team by communicating new features, enabling the enhancement request process, facilitating beta engagements, coordinating case studies and customer references, and compiling product feedback
Manage contractual commitments and track subscription license usage on a monthly basis
Facilitate responses for compliance and model risk assessments
Leverage Gainsight to manage and document customer information and interactions

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”

Your skill-set:

10+ years of relevant experience with at least 7 years in a Customer Success Manager role
Experience with anti-fraud and/or authentication solutions is preferred
Proven ability to manage C-Level relationships with Fortune 100 customers
Experience managing multiple enterprise accounts and ensuring clients have a high CSAT
Experience with vendor based anti fraud or authentication solutions preferred
Ability to lead strategic discussions
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 preferred
Understanding the authentication and fraud pain points in the contact center
Experience working in the security and/or fraud industry is preferred

What’s in it for you:

As a Pindropper, you join a rapidly growing company making technology more human with the power of voice. You will work alongside some of the best and brightest. We’re a passionate group committed to excellence - but that doesn’t stop us from enjoying the journey as a team with chess and poker tournaments, catered lunches and happy hours, wellness programming, and more. Because we take our jobs seriously, we add in time for rest with Unlimited PTO, Focus Thursday, and Company-wide Rest Days.

Within 30 days you’ll

Complete onboarding and attend New Employee Orientation sessions with other new Pindroppers
You will learn the role of the CSM at Pindrop
You will become familiar with the processes and products that you will support

Within 60 days you’ll

- You will get up to speed on specific customer accounts and start to engage with your customer portfolioYou will continue learning Pindrop and our productsWithin 90 days you’ll
- Teach us something new
- Be productive and successful in your CSM role by adding value to our customers

What we offer

As a part of Pindrop, you’ll have a direct impact on our growing list of products and the future of security in the voice-driven economy. We hire great people and take care of them. Here’s a snapshot of the benefits we offer:

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! It’s our way of welcoming new Pindroplets 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

This position will be posted for 60 days after October 3rd, 2025 #LI-Remote

Please note that the base pay range is a general guideline only. Pindrop considers factors such as (but not limited to) scope and responsibilities of the position, a candidate's work experience, education/training, and key skills, as well as market and business considerations, when extending an offer. This position is eligible for additional compensation in the form of an annual discretionary bonus.

US Base Pay Range

$140,000—$165,000 USD

What we live by

At Pindrop, our Core Values are fundamental beliefs at the center of all we do. They are our guiding principles that dictate our actions and behaviors. Our Values are deeply embedded into our culture in big and small ways and even help us decide right from wrong when the path forward is unclear. At Pindrop, we believe in taking accountability to make decisions and act in a way that reflects who we are. We truly believe making decisions and acting with our Core Values in mind will help us to achieve our goals and keep Pindrop a great place to work:

Audaciously Innovate - We continue to change the world, and the way people safely engage and interact with technology. As first principle thinkers, we challenge standards, take risks and learn from our mistakes in order to make positive change and continuous improvement. We believe nothing is impossible.
Evangelical Customers for Life - We delight, inspire and empower customers from day one and for life. We create a partnership and experience that results in a shared passion. We are champions for our customers, and our customers become our champions, creating a universal commitment to one another.
Execution Excellence - We do what we say and say what we do. We are accountable for making the tough decisions and necessary tradeoffs to deliver quality and effective solutions on time.
Win as a Company - Every time we win, we win as a company. Every time we lose, we lose as a company. We break down silos, support one another, embrace diversity and celebrate our successes. We are better together.
Make a Difference - Every day we have the opportunity to make a positive impact. We operate with dedication, passion, and uncompromising integrity, creating a safer, more secure world.

Not sure if this is you?

We want a diverse, global team, with a broad range of experience and perspectives. If this job sounds great, but you’re not sure if you qualify, apply anyway! We carefully consider every application and will either move forward with you, find another team that might be a better fit, keep in touch for future opportunities, or thank you for your time.

Pindrop is an Equal Opportunity Employer

Here at Pindrop, it is our mission to create and maintain a diverse and inclusive work environment. As an equal opportunity employer, all qualified applicants receive consideration for employment without regard to race, color, age, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetic information, disability, marital and/or veteran status.

Senior Customer Success Manager

Pindrop

Compensation Overview

Who We Are

What you’ll do

What we live by

Not sure if this is you?

Pindrop is an Equal Opportunity Employer

Simplify's Take

What believers are saying

What critics are saying

What makes Pindrop unique

Benefits

Growth & Insights and Company News

6 month growth

1 year growth

2 year growth