Senior Customer Success Manager

Senior Customer Success Manager 

Who we are

Are you passionate about innovating at the intersection of technology and personal security? At Pindrop, we recognize that the human voice is a unique personal identifier, increasingly susceptible to sophisticated fraud, including the threat of deepfakes. We're leading the way in developing cutting-edge authentication, fraud prevention, and deepfake detection. Our mission is to provide seamless and secure digital experiences, safeguarding the most personal aspect of our identity: our voice. Here, you'll be part of a team driven by values of Innovation, Customer Advocacy, Excellence, and Impact. We're not just creating a safer digital landscape by fortifying trust and integrity with those we serve, we're also building a dynamic, supportive workplace where your contributions make a real difference.

Headquartered in Atlanta, GA, Pindrop is backed by world-class investors such as Andreessen-Horowitz, IVP, and CapitalG.

The opportunity

As a Senior CSM, 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. Serve as the primary point of contact for your customers for the life of the relationship.
• 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. Identify growth opportunities and build business cases for expansion; present portfolio strategy to Sales and leadership as needed.
• Own with sales the full renewal lifecycle for complex accounts, including risk identification, forecast accuracy, and clear mitigation plans for accounts at risk. Track renewal events, raise renewal risks, and drive customer retention.
• Lead executive business reviews and value conversations that connect Pindrop capabilities to measurable business outcomes. Quantify value realized vs. expected, and align on results with customers.
• 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 across Product, Sales, GTM, and leadership.
• Independently lead complex escalations, including executive dissatisfaction, through resolution. Coordinate recovery plans across Sales, Product, Support, and other partners. 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. Serve as conduit between customer and product team: communicate new features, support the enhancement request process, facilitate beta engagements, coordinate case studies and customer references, and compile product feedback.
• Lead cross-functional initiatives that improve customer outcomes, retention, and adoption beyond individual accounts. Develop playbooks and processes that improve how the broader CS team manages adoption, retention, risk, and executive engagement.
• Mentor other CSMs through account strategy, executive communication, renewal risk management, and customer advocacy.
• Determine the optimal cadence of customer engagement to resolve open items, discuss performance, and drive product and feature adoption. Execute annual satisfaction surveys and report results internally and to customers.
• 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. Apply good judgment to system-generated signals rather than accepting them at face value.

What success looks like

• Customers view you as a strategic advisor, not just a point of contact.
• Renewal risks are identified early, the commercial path is clear, and forecast accuracy is reliable across your portfolio.
• Executive business reviews consistently connect product usage to customer business outcomes.
• Your portfolio shows measurable progress in retention, health, adoption, and expansion over time.
• Cross-functional teams act on your customer insight to improve product, process, and GTM decisions.
• Other CSMs are using your processes and your influence extends beyond your own book of business.

What makes this a senior CSM role

• You operate with a high degree of autonomy across complex enterprise accounts, not just a larger task list.
• You shape customer strategy and internal decisions through executive relationships, data, and good judgment.
• Your impact extends beyond your own portfolio through cross-functional leadership, customer advocacy, and mentoring.

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

• 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 in terms customers connect to their 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 to drive customer outcomes
• 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; experience with anti-fraud or authentication solutions is a plus
• Willing to travel up to 25% is required

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.

• Within 30 days you'll:

• Complete onboarding and attend New Employee Orientation sessions with other new Pindroppers
• Learn the role of the Senior CSM at Pindrop and what success looks like
• Become familiar with the processes, tools, and products you will support

• Within 60 days you'll:

• Get up to speed on specific customer accounts and begin engaging with your customer portfolio
• Build your first account health assessments and develop an early understanding of renewal and risk timelines
• Continue deepening your knowledge of Pindrop products and the customer landscape

• Within 90 days you'll:

• Teach us something new
• Be productive and successful in your Senior CSM role by adding measurable value to customers
• Have delivered at least one executive business review and have a clear account strategy in motion

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

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.

This job will be live until December 20th, 2026.