Pindrop is hiring a
Manager

Summary

Join Pindrop as a remote Customer Success Manager to manage client relationships, drive product adoption, and serve as the voice of the customer internally. This role requires 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, and experience leading strategic discussions and fostering positive business relationships.

Requirements

• 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
• 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

Responsibilities

• Enhance 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

Preferred Qualifications

• Understanding of call center/CCaaS/data center infrastructure is preferred
• Experience working in the security and/or fraud industry is preferred

Benefits

• 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!
• Identity protection through Norton LifeLock
• Remote-first culture with opportunities for in-person team events
• Recurring monthly home office allowance
• When we need a break, we keep it fun with happy hours, ping pong and foosball, drinks and snacks, and monthly massages!
• Remote and in-person team activities (think cheese tastings, chess tournaments, talent shows, murder mysteries, and more!)
• 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