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Pindrop
Pindrop
201 – 500 Employees
H1B Visa SponsorConsultingHealthcareInsurance
Pindrop develops voice authentication and fraud detection technology for organizations that need to secure customer interactions. Its platform combines voice biometrics, liveness detection, behavioral analysis, and audio-based AI to help identify deepfakes, spoofing, and other threats across call centers and smart devices. Pindrop serves sectors including insurance, finance, banking, healthcare, and retail, with integrations such as Five9 supporting multifactor authentication and smoother customer experiences. The company’s work is centered on protecting sensitive information while helping businesses detect fraud and strengthen trust in voice communications.
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Remote Customer Success Manager, Pindrop

Manage commercial and mid-market customer accounts for Pindrop’s cybersecurity platform. Increase adoption and customer value while monitoring account health and coordinating renewals.

USUnited States
$88,000 – $106,000 / year
RemoteFull-timeMiddleSeniorEnglish RequiredCustomer SuccessCustomer Success Manager

Description

  • Oversee a portfolio of commercial and mid-market accounts, using account history and customer lifecycle stages to guide outreach
  • Build lasting customer relationships and act as their primary contact
  • Create and update success plans aligned with customer goals
  • Run adoption check-ins and uncover product features customers are not fully using
  • Show how Pindrop’s products contribute to customers’ business outcomes
  • Coordinate renewals with sales partners and keep forecasts current in Gainsight
  • Identify accounts at risk and organize response plans with Support or Product
  • Work with Account Executives, Support, and Product on customer initiatives
  • Summarize customer feedback for internal teams
  • Maintain account plans and monitor progress through Gainsight health scores
  • Help customers use new features and learn fraud prevention and authentication practices
  • Share product updates, support beta programs, arrange case studies and references, and gather product feedback
  • Set an engagement schedule that addresses issues and encourages adoption
  • Conduct annual customer satisfaction surveys and share the findings
  • Track contractual commitments and monthly subscription license usage
  • Use Gainsight, analytics, and reporting tools to monitor customer health and engagement

Requirements

  • Communicate clearly with stakeholders at different levels of customer organizations
  • Experience with Gainsight or a comparable customer success platform, Salesforce, and Google Workspace
  • Understanding of call center, CCaaS, or contact center infrastructure is preferred
  • Experience in fraud, authentication, security, or a related technology field is a plus
  • Able to travel up to 25%
  • Strong communication and presentation skills, including with management audiences
  • Analyze data to identify trends and recommend ways to improve performance
  • Have 3–5+ years of relevant experience, including at least two years in customer success or account management in a SaaS or technology environment
  • Experience managing commercial or mid-market accounts and building trusted customer relationships
  • Able to develop success plans around customer goals and explain value in business terms
  • Understand the renewal process and have experience identifying account risk

Benefits

  • Commission payments provide additional compensation
  • Remote-based role

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