Customer Success Manager

🕒 October 10

🇺🇸 United States – Remote

💵 $88k - $106k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Pindrop

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2011

🛡️ Insurance

💼 Consulting

🏥 Healthcare

Insurance • Consulting • Healthcare

Pindrop is a leader in voice authentication and fraud detection, offering innovative solutions to enhance the security of voice communications. The company uses advanced technologies such as liveness detection, behavioral analysis, and voice biometrics to combat threats like deepfakes and spoofing in various sectors including banking, finance, insurance, and retail. Pindrop integrates with platforms like Five9 to provide multifactor authentication, ensuring both the protection of sensitive information and a seamless user experience. With a focus on securing call centers and smart devices, Pindrop helps businesses prevent fraud and improve customer interactions by leveraging cutting-edge audio, voice, and AI technologies. Their solutions are trusted by some of the largest financial institutions and insurance companies around the world.

📋 Description

• 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