Customer Success Manager

Pindrop; Atlanta (GA); Remote; USD 88,000 - 106,000; Full time

Job summary

Pindrop is seeking a Customer Success Manager to manage a defined portfolio of commercial and mid‑market accounts. This is a remote-based role within the United States, with a focus on driving product adoption, renewal coordination, and customer health using Gainsight and related tools.

You will build trusted advisor relationships, translate customer feedback into actionable insights, and collaborate with cross-functional teams to deliver measurable business outcomes.

Qualifications

• 3-5+ years of relevant experience in a SaaS or technology environment.
• Experience managing a portfolio of commercial or mid-market accounts.
• Ability to build and maintain success plans tied to customer goals and outcomes.
• Solid understanding of renewal processes and flagging risk.

Responsibilities

• Manage a defined portfolio of commercial and mid-market accounts, aligning outreach to customer goals.
• Build rapport with customer contacts and serve as a trusted advisor for product and value conversations.
• Lead adoption check-ins and identify underutilized features to drive value.
• Quantify value delivered in business terms and align on results with customers.
• Own renewal coordination with sales and maintain accurate renewal forecasts.
• Develop action plans for at-risk accounts and coordinate with Support or Product to resolve root causes.

Skills

Account management

Relationship building

Communication

Problem solving

Tools

Gainsight

Salesforce

Google Workspace

Job description

Pindrop is a cybersecurity company delivering continuous identity verification across voice, video, and digital interactions. Powered by the Pindrop Intelligence Network, our unified trust platform helps enterprises answer three critical questions:

Is this identity synthetic? Detect AI-generated and manipulated voice and video.
Is this identity risky? Identify fraud, suspicious behavior, and other risk signals.
Is this identity known? Authenticate identities using voice, device, behavioral, and other signals.

Pindrop brings this intelligence together across purpose-built trust engines to help organizations make informed decisions in real time — protecting customers, workforce interactions, and emerging AI-driven interactions.

Pindrop protects billions of high-risk interactions for enterprises, including leading financial institutions, insurers, and healthcare organizations. Its technology is informed by more than 8 billion real-world interactions annually and protected by 300+ patents.

Recognized by TIME as one of the 10 Most Influential Software Companies of 2026 and by Inc. for Best in Business for Innovation, Pindrop is backed by leading investors including Andreessen Horowitz, IVP, and CapitalG.

The opportunity

As a CSM at Pindrop, you are a trusted point of contact for your customers. You own product adoption, account health, and renewal coordination for a portfolio of commercial and mid‑market accounts, while building the relationships and judgment that set you up to grow into more complex enterprise work. This is a remote‑based role located within the United States.

• Strong communicator with the ability to present clearly across levels of the customer organization
• Experience with Gainsight or a similar customer success platform, Salesforce, and Google Workspace
• Understanding of call center, CCaaS, or contact center infrastructure is preferred
• Experience in fraud, authentication, security, or adjacent technology environments is a plus
• Willing to travel up to 25% is required

What you’ll do

• 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 work toward becoming a trusted advisor for product and value conversations. Serve as the primary point of contact for your customers for the life of the relationship.
• Build and maintain success plans tied to customer‑stated goals, with input from the account team. Lead adoption check‑ins and identify where customers are underutilizing key product features.
• Communicate value delivered in terms customers can connect to their business outcomes. Quantify value realized vs. expected and align on results with customers.
• Own renewal coordination for assigned accounts with sales partner end‑to‑end, following team playbooks and escalating commercial decisions when needed. Maintain accurate renewal forecasts in Gainsight and flag at‑risk accounts proactively.
• Manage day‑to‑day customer concerns and lower‑complexity escalations with growing independence. Develop action plans for at‑risk accounts and coordinate with Support or Product to resolve root causes.
• Partner with Account Executives, Support, and Product on customer initiatives. Translate customer feedback into clear summaries for internal teams and participate in cross‑functional account discussions.
• Maintain and update account plans using provided templates, tracking progress against customer goals using Gainsight health scores.
• Assist customers with operationalizing new product features and quantify customer benefits. Educate customers on fraud and authentication best practices.
• Serve as conduit between customer and product team: communicate new features, support the enhancement request process, facilitate beta engagements, coordinate case studies and customer references, and compile product feedback.
• Determine the optimal cadence of customer engagement to resolve open items, discuss performance, and drive product and feature adoption.
• Execute annual satisfaction surveys and report results internally and to customers. Manage contractual commitments and track subscription license usage on a monthly basis.
• Leverage Gainsight, analytics, and reporting tools to manage customer health and engagement. Apply good judgment to system‑generated signals rather than accepting them at face value.

What success looks like

• Customers know you and trust you as their go‑to person at Pindrop.
• Adoption is on track, renewal risks are flagged early, and your accounts are well‑documented in Gainsight.
• You are building multi‑stakeholder relationships without needing manager backup.
• Your portfolio shows consistent health, engagement, and progress against customer goals.
• Internal teams receive clear, useful customer feedback from you on a regular basis.

What makes this a CSM role

• You manage a defined portfolio with growing independence, not yet the most complex or highest‑ARR accounts.
• You are building the relationship depth, renewal ownership, and cross‑functional habits that prepare you for Senior CSM.
• You execute against established playbooks while developing the judgment to know when to elevate and when to own it.

Who you are

• You are an excellent communicator and presenter for all levels of management
• You understand the value of strong relationships and cultivate them both internally and externally
• You are resilient in the face of challenges, change, and ambiguity
• You are optimistic and believe that you can make a problem into a solution
• You have a passion for improving the customer experience in the voice channel
• You have the ability to analyze data to find and understand trends and ultimately offer suggestions for improved performance
• You are resourceful, excited to uncover innovative solutions and teach yourself something new when needed
• You take accountability, do the things you say you’ll do, under‑promise and over‑deliver
• You are nimble and adaptable when priorities change and continue to see the "forest through the trees"
• 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

Please note that the base pay range is a general guideline only. Pindrop considers factors such as (but not limited to) scope and responsibilities of the position, a candidate's work experience, education/training, and key skills, as well as market and business considerations, when extending an offer. This position is eligible for additional compensation in the form of commission payments.

US Base Pay Range: $88,000 USD - $106,000 USD

Who We Are

Pindrop is a cybersecurity company delivering continuous identity verification across voice, video, and digital interactions. Powered by the Pindrop Intelligence Network, our unified trust platform helps enterprises answer three critical questions:

Is this identity synthetic? Detect AI-generated and manipulated voice and video.
Is this identity risky? Identify fraud, suspicious behavior, and other risk signals.
Is this identity known? Authenticate identities using voice, device, behavioral, and other signals.

Pindrop brings this intelligence together across purpose‑built trust engines to help organizations make informed decisions in real time — protecting customers, workforce interactions, and emerging AI‑driven interactions.

Pindrop protects billions of high‑risk interactions for enterprises, including leading financial institutions, insurers, and healthcare organizations. Its technology is informed by more than 8 billion real‑world interactions annually and protected by 300+ patents.

Recognized by TIME as one of the 10 Most Influential Software Companies of 2026 and by Inc. for Best in Business for Innovation, Pindrop is backed by leading investors including Andreessen Horowitz, IVP, and CapitalG.

The opportunity

As a CSM at Pindrop, you are a trusted point of contact for your customers. You own product adoption, account health, and renewal coordination for a portfolio of commercial and mid‑market accounts, while building the relationships and judgment that set you up to grow into more complex enterprise work. This is a remote‑based role located within the United States.

managing renewal timelines

• Strong communicator with the ability to present clearly across levels of the customer organization
• Experience with Gainsight or a similar customer success platform, Salesforce, and Google Workspace
• Understanding of call center, CCaaS, or contact center infrastructure is preferred
• Experience in fraud, authentication, security, or adjacent technology environments is a plus
• Willing to travel up to 25% is required

What you’ll do

• 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 work toward becoming a trusted advisor for product and value conversations. Serve as the primary point of contact for your customers for the life of the relationship.
• Build and maintain success plans tied to customer‑stated goals, with input from the account team. Lead adoption check‑ins and identify where customers are underutilizing key product features.
• Communicate value delivered in terms customers can connect to their business outcomes. Quantify value realized vs. expected and align on results with customers.
• Own renewal coordination for assigned accounts with sales partner end‑to‑end, following team playbooks and escalating commercial decisions when needed. Maintain accurate renewal forecasts in Gainsight and flag at‑risk accounts proactively.
• Manage day‑to‑day customer concerns and lower‑complexity escalations with growing independence. Develop action plans for at‑risk accounts and coordinate with Support or Product to resolve root causes.
• Partner with Account Executives, Support, and Product on customer initiatives. Translate customer feedback into clear summaries for internal teams and participate in cross‑functional account discussions.
• Maintain and update account plans using provided templates, tracking progress against customer goals using Gainsight health scores.
• Assist customers with operationalizing new product features and quantify customer benefits. Educate customers on fraud and authentication best practices.
• Serve as conduit between customer and product team: communicate new features, support the enhancement request process, facilitate beta engagements, coordinate case studies and customer references, and compile product feedback.
• Determine the optimal cadence of customer engagement to resolve open items, discuss performance, and drive product and feature adoption.
• Execute annual satisfaction surveys and report results internally and to customers. Manage contractual commitments and track subscription license usage on a monthly basis.
• Leverage Gainsight, analytics, and reporting tools to manage customer health and engagement. Apply good judgment to system‑generated signals rather than accepting them at face value.

What success looks like

• Customers know you and trust you as their go‑to person at Pindrop.
• Adoption is on track, renewal risks are flagged early, and your accounts are well‑documented in Gainsight.
• You are building multi‑stakeholder relationships without needing manager backup.
• Your portfolio shows consistent health, engagement, and progress against customer goals.
• Internal teams receive clear, useful customer feedback from you on a regular basis.

What makes this a CSM role

• You manage a defined portfolio with growing independence, not yet the most complex or highest‑ARR accounts.
• You are building the relationship depth, renewal ownership, and cross‑functional habits that prepare you for Senior CSM.
• You execute against established playbooks while developing the judgment to know when to elevate and when to own it.

Who you are

• You are an excellent communicator and presenter for all levels of management
• You understand the value of strong relationships and cultivate them both internally and externally
• You are resilient in the face of challenges, change, and ambiguity
• You are optimistic and believe that you can make a problem into a solution
• You have a passion for improving the customer experience in the voice channel
• You have the ability to analyze data to find and understand trends and ultimately offer suggestions for improved performance
• You are resourceful, excited to uncover innovative solutions and teach yourself something new when needed
• You take accountability, do the things you say you’ll do, under‑promise and over‑deliver
• You are nimble and adaptable when priorities change and continue to see the "forest through the trees"

Your skill‑set:

• 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

Please note that the base pay range is a general guideline only. Pindrop considers factors such as (but not limited to) scope and responsibilities of the position, a candidate's work experience, education/training, and key skills, as well as market and business considerations, when extending an offer. This position is eligible for additional compensation in the form of commission payments.

US Base Pay Range: $88,000 USD - $106,000 USD

AI - A Transformative Force

At Pindrop, we view artificial intelligence as a transformative force that, when harnessed responsibly, can unlock unprecedented value for our customers, partners and society and enable and empower us to continue to deliver cutting‑edge technology to combat fraud and unblur the lines between what it means to be human versus machine.

Pindrop may use AI tools to help prioritize job applications for human review. The AI tool may analyze your work experience and skills to assess fit for the role, but does not consider your name or contact details. Applications with the strongest match to job requirements are prioritized for human review; not all applications may be individually reviewed.

Pindrop is an Equal Opportunity Employer

Here at Pindrop, it is our mission to create and maintain a diverse and inclusive work environment. As an equal opportunity employer, all qualified applicants receive consideration for employment without regard to race, color, age, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetic information, disability, marital and/or veteran status.