Enterprise Customer Success Manager

Who We Are

Pindrop is redefining trust in the digital age. Our patented voice and video authentication fraud detection and deepfake detection technologies protect some of the worlds largest banks insurers retailers and healthcare leaders. As AI-driven threats evolve in the form of synthetic voices deepfakes face swapping and more our solutions stay ahead helping ensure that the real human and the right human are recognized.

Pindrop is trusted by Fortune 500 enterprises to secure voice interactions and with $100M ARR were entering our next phase of innovation and growth backed by world-class investors including Andreessen Horowitz IVP and CapitalG.

Customer Success Manager

US Remote

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. Were 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 youll be part of a team driven by values of Innovation Customer Advocacy Excellence and Impact. Were not just creating a safer digital landscape by fortifying trust and integrity with those we serve were 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.

What youll do

The Customer Success Manager (CSM) is focused on client relationships and managing client expectations. CSMs proactively drive product adoption and continuous optimization to demonstrate high value to the customer as well as monitor performance to exceed the customers initial business case expectations. The CSM acts as the voice of the customer internally to Pindrop and supports beta and design partner programs to develop strong customer advocacy and retention. The CSM collaborates closely with the Account Executive on the strategic account plan renewal execution and expansion opportunities.

Energetic professional organized and self-driven CSMs become a trusted partner to our customers through their solution expertise industry knowledge and executive presence. CSMs manage numerous customers at different stages of the customer lifecycle. They understand Pindrop products in-depth and are constantly looking for new ways their customers can benefit from a new Pindrop technology.

If you love working with dynamic companies and have thrived in a role like this before then we want to talk to you! This is a remote based role located within the United States.

• 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 Pindrops 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

Who you are

Your skill-set :

Whats 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. Were a passionate group committed to excellence - but that doesnt 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 Focus Thursday and Company-wide Rest Days.

Within 30 days youll

Within 60 days youll

What we offer

As a part of Pindrop youll 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. Heres a snapshot of the benefits we offer :

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 :

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 youre 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.

Please note that the base pay range is a general guideline only. Pindrop considers factors such as (but not limited to) scope and responsibilities of the position a candidates work experience education / training and key skills as well as market and business considerations when extending an offer.

US Base Pay Range

$115000 $135000 USD

Please note that the base pay range is a general guideline only. Pindrop considers factors such as (but not limited to) scope and responsibilities of the position a candidates work experience education / training and key skills as well as market and business considerations when extending an offer. This position is eligible for additional compensation in the form of an annual discretionary bonus.

US Base Pay Range

$115000 $135000 USD

Please note that the base pay range is a general guideline only. Pindrop considers factors such as (but not limited to) scope and responsibilities of the position a candidates work experience education / training and key skills as well as market and business considerations when extending an offer. This position is eligible for additional compensation in the form of commission payments.

US Base Pay Range

$115000 $135000 USD

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 :

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 youre 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.

Required Experience :

Manager

Key Skills

SAAS,Customer Service,Cloud,Healthcare,Account Management,CRM,Salesforce,Infrastructure,Client Relationships,New Customers,Territory,Trade shows,Sales Goals,Sales Process,Analytics

Employment Type : Full Time

Experience : years

Vacancy : 1