Senior Customer Success Manager - Pindrop

Who We Are

Pindrop is a cybersecurity company delivering continuous identity verification across voice, video, and digital interactions. Powered by the Pindrop Intelligence Network, our unified trust platform helps enterprises answer three critical questions:

• Is this identity synthetic? Detect AI-generated and manipulated voice and video.
• Is this identity risky? Identify fraud, suspicious behavior, and other risk signals.
• Is this identity known? Authenticate identities using voice, device, behavioral, and other signals.

Pindrop brings this intelligence together across purpose-built trust engines to help organizations make informed decisions in real time — protecting customers, workforce interactions, and emerging AI-driven interactions.

The Opportunity

As a Senior Customer Success Manager, you are a strategic advisor to enterprise and strategic customers. You own complex relationships, full renewal outcomes, executive escalations, and multi-quarter account strategy, while using customer insight to shape how Product, GTM, and the broader CS organization serves customers. This is a remote-based role located within the United States.

What You'll Do

• Own a portfolio of enterprise and strategic customers, serving as the primary customer success leader and trusted advisor across multiple stakeholder levels, including executives.
• Build and execute account strategies tied to customer business priorities, retention, and expansion. Define and execute account planning with Account Executives to achieve strategic goals.
• Own with sales the full renewal lifecycle for complex accounts, including risk identification, forecast accuracy, and clear mitigation plans for accounts at risk.
• Lead executive business reviews and value conversations that connect Pindrop capabilities to measurable business outcomes.
• Use product usage, customer health, and business data to identify adoption gaps and expansion opportunities. Anticipate customer needs and serve as a strong internal voice of the customer.
• Independently lead complex escalations, including executive dissatisfaction, through resolution. Run postmortems and recommend process changes that prevent recurrence.
• Assist customers with operationalizing new product features and quantify customer benefits. Educate customers on fraud and authentication best practices.
• Lead cross-functional initiatives that improve customer outcomes, retention, and adoption beyond individual accounts. Develop playbooks and processes for the broader CS team.
• Mentor other CSMs through account strategy, executive communication, renewal risk management, and customer advocacy.
• Manage contractual commitments and track subscription license usage on a monthly basis. Facilitate responses for compliance and model risk assessments.
• Leverage Gainsight, analytics, and reporting tools to manage customer health and engagement.

Qualifications

• 7-10+ years of relevant experience, with meaningful tenure in a Customer Success or strategic account management role in a SaaS or enterprise software environment.
• Proven ability to manage C-level relationships with Fortune 100 customers across a portfolio of enterprise and strategic accounts.
• Track record of owning renewals, managing customer health, and demonstrating value realization connected to business outcomes.
• Strong executive presence with the ability to lead strategic discussions, executive business reviews, escalations, and commercial conversations.
• Ability to build multi-quarter account plans, prioritize across a portfolio, and identify expansion opportunities based on customer needs and usage.
• Experience working cross-functionally with Sales, Product, Support, and Professional Services.
• Hands-on experience with Gainsight, Salesforce, Google Workspace, and Microsoft Office.
• Understanding of call center, CCaaS, or contact center infrastructure is preferred.
• Experience in fraud, authentication, security, or adjacent technology environments is preferred.
• Willingness to travel up to 25% is required.

What We Offer

• Competitive compensation, including equity for all employees
• Unlimited Paid Time Off (PTO)
• Generous health and welfare plans to choose from, including employer-paid employee-only options
• Health Savings Account (HSA) employer contribution
• Vision and dental plans
• Employer-provided life and disability coverage with supplemental options
• Paid parental leave for birth, adoptive, and foster parents
• One year of diaper delivery for new parents
• Identity protection through Norton LifeLock
• Recurring monthly phone and internet allowance
• One-time home office allowance
• Remote-first work environment
• Annual professional development and learning benefit
• Choice of Apple MacBook Pro
• 401(k) retirement plan with company match
• Wellness program including EAP and 24/7 telemedicine