Enterprise Customer Success Manager

Summary

Join Pindrop, a leader in voice authentication and fraud prevention, as an Enterprise Customer Success Manager! This remote US-based role focuses on building and maintaining strong client relationships, driving product adoption, and exceeding customer expectations. You will act as the voice of the customer internally, collaborating with the Account Executive team on strategic account planning and expansion. Success in this position requires strong communication, relationship-building skills, and a deep understanding of Pindrop's products. You will manage multiple enterprise accounts, ensuring high customer satisfaction and proactively identifying and mitigating risks. If you are passionate about customer success and thrive in a dynamic environment, this is the opportunity for you!

Requirements

• 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”
• 5+ years of relevant experience with at least 3 years in a Customer Success Manager role
• Proven ability to manage C-Level relationships with Fortune 100 customers
• Experience managing multiple enterprise accounts and ensuring clients have a high CSAT
• 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 10% is required

Responsibilities

• 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

Preferred Qualifications

• Experience with vendor based anti fraud or authentication solutions preferred
• 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

Benefits

• Competitive compensation, including equity for all employees
• Unlimited Paid Time Off (PTO)
• 4 company-wide rest days in 2025 where the entire company rests and recharges!
• 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