SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 130,000 - 140,000 / annual
Pindrop is a cybersecurity company delivering continuous identity verification across voice, video, and digital interactions. The company protects billions of high-risk interactions for enterprises including leading financial institutions, insurers, and healthcare organizations, powered by the Pindrop Intelligence Network and informed by 8+ billion real-world interactions annually.
As a Senior Customer Success Manager, you will serve as a strategic advisor to enterprise and strategic customers, owning complex relationships, full renewal outcomes, executive escalations, and multi-quarter account strategy. You will use customer insights to shape how Product, GTM, and the broader CS organization serves customers.
Key responsibilities include:
- Own a portfolio of enterprise and strategic customers, serving as the primary success leader and trusted advisor across multiple stakeholder levels, including C-suite executives
- Build and execute account strategies tied to customer business priorities, retention, and expansion; identify growth opportunities and build business cases for expansion
- Own the full renewal lifecycle for complex accounts, including risk identification, forecast accuracy, and mitigation plans; track renewal events and drive retention
- Lead executive business reviews and value conversations connecting Pindrop capabilities to measurable business outcomes
- Use product usage, customer health, and business data to identify adoption gaps and expansion opportunities; serve as internal voice of the customer
- Independently lead complex escalations through resolution; coordinate recovery plans across Sales, Product, Support, and other partners
- Assist customers with operationalizing new product features; educate on fraud and authentication best practices; serve as conduit between customer and product team
- Lead cross-functional initiatives improving customer outcomes, retention, and adoption; develop playbooks and processes for the broader CS team
- Mentor other CSMs through account strategy, executive communication, renewal risk management, and customer advocacy
- Manage contractual commitments and track subscription license usage; facilitate compliance and risk assessments
- Leverage Gainsight, analytics, and reporting tools to manage customer health and engagement
Success in this role means customers view you as a strategic advisor, renewal risks are identified early with clear commercial paths, executive business reviews consistently connect product usage to business outcomes, your portfolio shows measurable progress in retention/health/adoption/expansion, cross-functional teams act on your customer insights, and other CSMs adopt your processes.
What makes this senior: you operate with high autonomy across complex enterprise accounts, shape customer strategy and internal decisions through executive relationships and data, and your impact extends beyond your portfolio through cross-functional leadership, customer advocacy, and mentoring.
REQUIREMENTS:
- 7-10+ years of relevant experience with meaningful tenure in Customer Success or strategic account management in SaaS or enterprise software
- 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 business outcome terms
- Strong executive presence with ability to lead strategic discussions, executive business reviews, escalations, and commercial conversations
- Ability to build multi-quarter account plans, prioritize across portfolio, and identify expansion opportunities based on customer needs and usage
- Experience working cross-functionally with Sales, Product, Support, and Professional Services
- Experience with Gainsight, Salesforce, Google Workspace, and Microsoft Office
- Understanding of call center, CCaaS, or contact center infrastructure (preferred)
- Experience in fraud, authentication, security, or adjacent technology environments (preferred); anti-fraud or authentication solutions experience (plus)
- Willing to travel up to 25%
