Senior Customer Success Manager, Pindrop
$140-165k
+ Equity + Eligible for additional compensation in the form of an annual discretionary bonus.
Security, identity & intelligence software solutions
Be an early applicant
Security, identity & intelligence software solutions
201-500 employees
Be an early applicant
$140-165k
+ Equity + Eligible for additional compensation in the form of an annual discretionary bonus.
201-500 employees
Company mission
Pindrop's mission is to provide real-time security, identity, and trust on every voice interaction.
Role
Who you are
- Energetic, professional, organized and self-driven, CSMs become a trusted partner to our customers through their solution expertise, industry knowledge and executive presence
- 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
- 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”
- 10+ years of relevant experience with at least 7 years in a Customer Success Manager role
- Experience with anti-fraud and/or authentication solutions is preferred
- Proven ability to manage C-Level relationships with Fortune 100 customers
- Experience managing multiple enterprise accounts and ensuring clients have a high CSAT
- Experience with vendor based anti fraud or authentication solutions preferred
- 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 25% is required
- 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
What the job involves
- 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 customer’s 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
- 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
- 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
- Within 30 days you’ll
- Complete onboarding and attend New Employee Orientation sessions with other new Pindroppers
- You will learn the role of the CSM at Pindrop
- You will become familiar with the processes and products that you will support
- Within 60 days you’ll
- You will get up to speed on specific customer accounts and start to engage with your customer portfolioYou will continue learning Pindrop and our productsWithin 90 days you’ll
- Teach us something new
- Be productive and successful in your CSM role by adding value to our customers
Application process
- This position will be posted for 60 days after October 3rd, 2025
Our take
The global fraud detection and prevention market size is expected to grow to $141.75 billion by 2028. There has been increasing investment from key players to develop secure fraud solutions across industries such as BFSI, manufacturing, healthcare and others.
Pindrop is propelling enterprises and consumers toward a voice-driven future by unlocking the value of voice interactions. Interacting with a financial institution, a digital assistant, a video chat, or a smart device can provide access to our unique identities, and open new capabilities in security and intelligence evoked solely from a voice.
Pindrop is a big player in fraud detection and voice authentication, currently delivering voice solutions to 8 of the top 10 banks in the world. Its competitors include iovation, ID Experts, ZIMPERIUM and Telsis Limited.
A 2023 partnership with NTT Data has expanded Pindrop's presence in Japan, capitalising on NTT's knowledge of the Japanese market, whilst 2024 funding will accelerate Pindrop's product development.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 7 rounds)
Apr 2024
$4.3m
LATE VC
Dec 2018
$90m
SERIES D
Total funding: $302.9m
Company benefits
- Paid Parental Leave
- Company holidays
- Unlimited paid time off
- Remote-first culture - including monthly work from home stipends
- Annual professional development and learning budget
- Pick your own Apple MacBook Pro
- Pension scheme
- Medical insurance/Private Health care
- Life Insurance and Critical Illness Insurance
- Flex schedules
- Best in class tools and tech stack
- Fun activities to celebrate our accomplishments as a team
Company HQ
Home Park, Atlanta, GA
Leadership
Vijay Balasubramaniyan
(Co-Founder & CEO)Software engineering experience at multiple companies, including Google and IBM.
Paul Judge
(Co-Founder & Executive Chairman)Also co-founder of Purewire, Inc, Luma, and TechSquare Labs.
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