Customer Success Manager

Pinpoint is a high-growth HR tech company focused on providing software solutions for recruitment teams. They are seeking an experienced Customer Success Manager to manage a portfolio of clients, ensuring customer retention and driving expansion through proactive engagement and relationship building.

Responsibilities:

• Own renewals and expansion end-to-end across your portfolio, with full accountability for Net Revenue Retention
• Drive retention by proactively identifying risk, influencing adoption, and leading renewal strategy
• Confidently lead upsell and expansion conversations, shaping opportunities, building business cases, and closing incremental revenue
• Build strong multi-stakeholder relationships across accounts, ensuring high customer sentiment, advocacy, and long-term value
• Support customers through complex technical challenges, including managing escalations and staying close to day-to-day product issues in partnership with Support and Product
• Use on-site visits strategically to unblock risk, deepen relationships, and secure renewals or expansion when it counts
• Partner with customers to define success metrics and create tailored success plans aligned to their business goals
• Act as the voice of the customer internally, feeding insights into Product, Engineering, Sales, and Support
• Track and analyze customer health signals, spotting usage, maturity, and growth-based expansion opportunities and turning insight into action
• Balance strategic planning with day-to-day problem solving, staying close to customer reality

Requirements:

• 3+ years in Customer Success within B2B SaaS, with a proven track record of renewals, upsell, and expansion
• Experience managing a meaningful commercial portfolio (ideally ~$1M+ ARR, 30–80+ accounts)
• Comfortable owning revenue outcomes as a CSM and being measured on NRR
• Experience supporting configurable or platform-style B2B SaaS products, rather than simple point solutions
• Comfortable working across multiple customer personas, from day-to-day operators to senior decision-makers
• Commercially sharp, able to build business cases and influence stakeholders with credibility
• High-ownership mindset — you run your portfolio like a business
• Calm under pressure and effective at managing proactive lifecycle engagement alongside reactive problem-solving when things go wrong
• Data-driven, able to spot trends and turn insight into action
• Based in the US (EST or CST), with work authorization and willingness to travel up to 10%
• Experience in an early-stage or high-growth SaaS environment strongly preferred
• Background in HR tech, recruiting tech, or hands-on recruiting experience is a strong plus