Customer Success Manager

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 Capital

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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

• 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…