Manager, Customer Success

Pinpoint Applicant Tracking System; United States; Remote; USD 80,000 - 155,000; Full time

Job summary

Pinpoint Applicant Tracking System is hiring a Manager of Customer Success to lead a U.S.-based team. In this remote role, you will oversee customer relationships, coaching CSMs and ensuring customer satisfaction and engagement while managing a portfolio of over 500 accounts. Ideal candidates will have a strong track record in B2B SaaS Customer Success, focusing on retention and account expansion.

Benefits

Medical insurance

Vision insurance

401(k)

Paid maternity leave

Pension plan

Paid paternity leave

Qualifications

• Proven track record leading Customer Success teams in B2B SaaS.
• Experience in managing CSMs focused on implementation, adoption, renewals, and expansion.
• Comfortable with a technically complex product.

Responsibilities

• Managing and coaching a team of 4 Customer Success professionals.
• Overseeing the customer experience for 500+ U.S. accounts.
• Driving performance and reinforcing playbooks.

Skills

Customer Success

Team Management

Communication

Retention

Revenue Growth

Problem Solving

Education

Bachelor's degree or equivalent

Job description

Join to apply for the Manager, Customer Success role at Pinpoint Applicant Tracking System

Continue with Google Continue with Google

Join to apply for the Manager, Customer Success role at Pinpoint Applicant Tracking System

We’re a high-growth, bootstrapped HR tech startup building and selling software that helps in-house recruitment teams attract, hire, and onboard the right talent. Today, we have a strong foundation in place, with a mature product, rapid growth, strong product-market fit, and happy customers.

As our U.S. customer base grows rapidly, managing a diverse portfolio of accounts with varied needs and workflows requires focused leadership. Our talented Customer Success team is doing great work (just look at our G2 and Capterra reviews), but we need a dedicated U.S.-based leader to provide focused management, drive consistent execution, and deliver strong commercial outcomes through retention, renewals, and expansion.

To that end, we’re hiring a Manager of Customer Success to oversee our U.S.-based CSM team (currently 4 members), support 500+ customers, and deliver an excellent experience at scale. The strategy and systems are in place — we’re looking for someone to run the function day-to-day, coach the team, and drive retention, renewals, and expansion.

This role is ideal for a Customer Success leader ready to own and scale a growing, complex customer base. Whether you’re managing a small team and looking for your next step or have led a larger org but want to return to a hands-on, execution-focused role, this is a leadership position for someone who takes full ownership of results, loves working directly with customers and teams, and is driven by impact.

The fine print (but way more exciting):

• This is a remote role based in the U.S., with a few in-person team meetups each year. Our HQ is in Jersey, UK, and our 80-person team is spread across the U.K. and U.S.
• Our product is deep, flexible, and genuinely complex. At the same time, we serve a wide variety of customers across many different industries and sizes.
• Our average contract values are relatively low given the depth and complexity of our product, which means each CSM manages around 50 accounts with an average book size of $2 million ARR. Driving efficient, high-quality execution at scale is essential.
• Pinpoint isn’t for everyone. We’re still in startup mode. Things move fast, some processes are still evolving, and you’ll need to be proactive, adaptable, and hands-on.
• Our values shape how we work. We’re looking for people who embody these values in everything they do.

About the Role

You’ll be responsible for leading our U.S. Customer Success team and ensuring our customers stay successful, satisfied, and engaged. Your impact will be measured by how well you drive customer retention (GRR), revenue growth and account expansion (NRR), product adoption and onboarding effectiveness (Customer time-to-value), team performance and engagement, and overall customer health.

This is an execution-focused role: you’ll drive performance, reinforce playbooks, and hold the team accountable for results. Your day-to-day responsibilities include:

• Managing and coaching a team of 4 Customer Success professionals to achieve implementation, retention, renewal, and upsell goals
• Building the muscle for renewals and upsells—ensuring each team member understands how to spot, shape, and close expansion opportunities
• Overseeing the customer experience for 500+ U.S. accounts, including managing a small book of strategic accounts
• Monitoring customer health and usage metrics to proactively address risks and drive account success
• Serving as an escalation point for high-impact customer issues
• Partnering with RevOps, UK Head of CS, Sales, Product, and Marketing to implement playbooks, share customer insights, and support expansion
• Leading hiring and onboarding efforts as the team grows

About You

• Proven track record leading Customer Success teams in B2B SaaS, with experience managing CSMs focused on implementation, adoption, renewals, and expansion.
• Comfortable supporting a technically complex product with diverse customer workflows
• Strong people manager — you lead with empathy, structure, and accountability
• Proven track record of driving retention and expansion with a strong commercial mindset that understands how Customer Success impacts revenue
• Hands-on and high-agency — you’re happy rolling up your sleeves
• Excellent communicator who can influence across functions
• Deep understanding of customer value drivers and post-sale customer journeys
• Experience in a high-growth or startup environment
• Based in the U.S. (EST or CST preferred) with valid work authorization
• Proven track record of acting on and making decisions that align with our core values

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Software Development

Referrals increase your chances of interviewing at Pinpoint Applicant Tracking System by 2x

Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

Paid maternity leave

Pension plan

Paid paternity leave

Get notified about new Manager of Customer Success jobs in United States.

New York, NY $80,000 - $155,000 4 days ago

Customer Happiness Manager, Remote, Education Startup

New York, NY $70,000 - $87,000 1 month ago

Customer Service Manager - Training/Quality Manager

Brentwood, TN
$95,000.00
-
$115,000.00
5 days ago

United States
$60,000.00
-
$75,000.00
1 week ago

United States
$105,000.00
-
$115,000.00
1 month ago

Orange County, CA
$80,000.00
-
$110,000.00
1 week ago

New York City Metropolitan Area 4 months ago

Senior Group Manager - Head of Customer Success, GM Energy

United States
$184,300.00
-
$282,400.00
4 days ago

Boston, MA
$110,000.00
-
$140,000.00
1 month ago

Customer Care Associate/Manager, Fashion & Lifestyle E-Commerce

Manager, Customer Success (Health Systems) - Support

Manager, Centralized Call Representatives

Pleasanton, CA $80,000 - $100,000 2 weeks ago

United States $69,556 - $114,234.05 13 hours ago

Customer Service Manager, Vendor and Operations

United States $85,000 - $110,000 2 weeks ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.