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Salary: USD 88,000 - 106,000 / annual
Pindrop is a cybersecurity company delivering continuous identity verification across voice, video, and digital interactions. The company's unified trust platform helps enterprises detect synthetic identities, identify fraud and risk signals, and authenticate identities in real time. Pindrop protects billions of high-risk interactions for leading financial institutions, insurers, and healthcare organizations, and has been recognized by TIME as one of the 10 Most Influential Software Companies of 2026.
As a Customer Success Manager, you will own product adoption, account health, and renewal coordination for a portfolio of commercial and mid-market accounts. You will serve as the trusted point of contact for your customers, building relationships that prepare you for more complex enterprise work.
Key responsibilities include:
- Manage a defined portfolio of commercial and mid-market accounts, proactively reviewing account history and aligning outreach to customer goals and lifecycle stage
- Build rapport with day-to-day customer contacts and serve as the primary point of contact for the life of the relationship
- Build and maintain success plans tied to customer-stated goals; lead adoption check-ins and identify underutilized product features
- Communicate value delivered in business terms; quantify value realized versus expected
- Own renewal coordination end-to-end with sales partners, maintain accurate forecasts in Gainsight, and flag at-risk accounts proactively
- Manage day-to-day customer concerns and lower-complexity escalations with growing independence
- Partner with Account Executives, Support, and Product on customer initiatives; translate customer feedback for internal teams
- Maintain account plans using provided templates and track progress using Gainsight health scores
- Assist customers with operationalizing new product features and educate them on fraud and authentication best practices
- Serve as conduit between customers and product team: communicate new features, support enhancement requests, facilitate beta engagements, coordinate case studies, and compile product feedback
- Determine optimal cadence of customer engagement to resolve open items and drive adoption
- Execute annual satisfaction surveys and report results internally and to customers
- Leverage Gainsight, analytics, and reporting tools to manage customer health and engagement
Success in this role means customers know and trust you as their go-to person at Pindrop, adoption is on track, renewal risks are flagged early, accounts are well-documented, you build multi-stakeholder relationships independently, your portfolio shows consistent health and engagement, and internal teams receive clear, useful customer feedback regularly.
This is a remote-based role within the United States with up to 25% travel required.
REQUIREMENTS:
- 3-5+ years of relevant experience, with at least 2 years in a Customer Success or account management role in a SaaS or technology environment
- Experience managing a portfolio of commercial or mid-market accounts and building trusted relationships with customer contacts
- Ability to build and maintain success plans tied to customer goals and communicate value in business terms
- Solid understanding of the renewal process and experience flagging risk
- Strong communicator with ability to present clearly across levels of the customer organization
- Experience with Gainsight or similar customer success platform, Salesforce, and Google Workspace
- Understanding of call center, CCaaS, or contact center infrastructure (preferred)
- Experience in fraud, authentication, security, or adjacent technology environments (preferred)
- Willing to travel up to 25% (required)
