Vice President of Customer Success, Pindrop
$210-260k
+ Equity and annual discretionary bonus
More information about location
Security, identity & intelligence software solutions
Be an early applicant
Security, identity & intelligence software solutions
201-500 employees
Be an early applicant
$210-260k
+ Equity and annual discretionary bonus
More information about location
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
- 15+ years of progressive experience in Customer Success, Customer Experience, Account Management, or related fields, with 5+ years in senior leadership roles
- Proven track record managing enterprise-scale customer portfolios, including Fortune 100 clients
- Demonstrated success leading cross-functional teams, building scalable programs, and executing transformations
- Strong executive presence, communication, and influencing skills across technical and business stakeholders
- Experience partnering cross-functionally with Sales, Product, Marketing and Professional Services to drive customer outcomes
- Proficiency with platforms such as Gainsight, Salesforce and awareness of SaaS practices either internally or through vendor partnerships
- Industry experience in security, fraud, call center/CCaaS, or data center infrastructure preferred. Progressive AI forward mindset and demonstrated use of AI tooling
- A strategic, visionary leader who thrives at the intersection of customer success, revenue growth, and enterprise relationships
- Adept at balancing long-term strategy with operational execution
- Comfortable presenting to C-suite executives, at industry conferences, the Pindrop ELT and customer or investor board members with executive presence
- Energized by scaling teams, leading through change, and unlocking potential in others
- 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!
What the job involves
- As the VP, Customer Success, you will set the vision and strategy for our global Customer Success function, scaling a team that drives adoption, retention, advocacy and growth across Pindrop’s customers
- You’ll be accountable for customer health at scale, while serving as an executive sponsor for key customers, a senior escalation point and a key partner to Sales, Product and Marketing
- Value Realization & Retention Leadership:
- Define and execute annual and multi-year vision and operating model for Customer Success at Pindrop that drives value realization for all customers. This vision needs to responsibly scale and adapt with the growth of Pindrop’s customer base and include AI-forward approaches
- Understand what drives ARR retention as well as root causes of churn and compression. Drive mitigation strategies for customer-specific situations as well as patterns that impose on net dollar retention. Lead the execution of proactive measures that prevent risk
- Partner with executive leadership to align Client Services with the Pindrop company strategy, corporate OKRs and CS functional objectives
- Team Leadership & Talent Development:
- Build, develop and inspire high-performing, globally distributed teams including the Customer Success Managers (CSM), Fraud & Authentication Consulting Team (FACT) and Center of Excellence (CoE)
- Lead, mentor, and develop team members to fulfill our value of creating evangelical customers and adopt AI capabilities that bring efficiencies and differentiation to our service
- Drive personal accountability, foster healthy internal and client-facing relationships, and operational excellence across the team
- Customer Advocacy & Growth:
- Serve as an executive sponsor for Pindrop’s $1M+ accounts, helping to extend the senior-level engagements along with the Chief Customer Officer (CCO)
- Establish and refine frameworks for key customer experiences such as business reviews, account governance and success planning. Continuously improve Pindrop’s satisfaction and net promoter approach to ensure the voice of the customer is always well articulated
- Partner with Product to showcase Pindrop’s innovation roadmap. Partner Sales to identify expansion opportunities to maximize Pindrop’s growth results
- Operational Excellence:
- Design and optimize processes, tools (e.g., Gainsight, Tableau, Glean, ChatGPT, etc.) and playbooks to scale customer impact and establish clear standards that promote service consistency. Adapt service models for each service tier that reflect the evolving needs of Pindrop’s customers and industry best practices
- Build a data-driven culture with strong reporting and forecasting around customer health, retention, adoption, satisfaction and referenceability
- Serve as a senior point of escalation for customers and internal stakeholders. Ensure de-escalation efforts are executed swiftly to facilitate customer trust
- You have the chance to make a meaningful impact at an exciting, cutting edge technology company. Your input will be heard at an executive level, and help drive business decisions
- Within 30 days you’ll meet the Customer Success value realization team and have an understanding of their responsibilities, roles, tools used, and cadence of meetings. You’ll begin learning the basics of the products and how we measure their success
- Understand performance objectives, customer KPIs and Client Services OKRs
- Understand CS processes and Gainsight functionality
- Within 60 days you’ll begin to engage with your customer portfolio and lead the enterprise CSM team
- Build strong, long-term relationships with customers
- Support and mentor a team of Senior CSMs
- Within 90 days you’ll be executing to Customer Success metrics and establishing individual performance objectives
- Teach us something new
- Be productive and successful in your CS leadership role by adding value to our customers and the Pindrop team
Application process
- This position will be posted for 60 days after 02.02.26
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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