About the role
At Pindrop, a cybersecurity firm specializing in voice, video, and digital identity verification, the Customer Success Manager (CSM) plays a vital role in fostering strong client relationships. The CSM manages a portfolio of mid-market and commercial accounts, ensuring product adoption and customer satisfaction. They serve as the main contact, helping clients understand and utilize Pindrop's trust platform to prevent fraud and authenticate identities.
Daily responsibilities include building rapport with clients, developing success plans aligned with customer goals, and proactively addressing account health and renewal processes. The CSM collaborates with sales, support, and product teams to resolve issues, gather feedback, and promote product features. They also track account progress using tools like Gainsight and Salesforce, aiming to flag risks early and maintain high customer engagement.
Candidates should have excellent communication skills, experience with customer success platforms, and a good understanding of contact center or security technology environments. The role is remote within the US, with some travel required. The position offers an opportunity to grow into more complex account management, developing skills in relationship building, strategic planning, and cross-functional collaboration.