Customer Success Manager

Pindrop is a company focused on redefining trust in the digital age through advanced voice and video authentication technologies. They are seeking a Customer Success Manager to enhance client relationships, drive product adoption, and ensure customer satisfaction while acting as the voice of the customer internally.

Responsibilities:

• Responsible for the overall business relationship and long-term account retention
• Develop key relationships to become a trusted advisor and earn customer advocacy
• Quantify value realized vs. expected, and align on the results with customers
• Define and execute account planning with Account Executives to achieve strategic goals
• Assist customers with operationalizing new product features and quantify customer benefits
• Responsible for tracking renewal events, raising renewal risks and achieving customer retention
• Identify, quantify impact and mitigate risks associated with their customer portfolio
• Educate customers on fraud and authentication best practices to achieve best value results
• Promote Pindrop's value and ROI with customer stakeholders
• Measure and maintain high levels of customer satisfaction and nurture client health
• Understand customers use cases and identify areas for up-sell/cross-sell
• Assist clients with expanding their use of Pindrop into new or additional lines of business
• Serve as the primary point of contact for your customers for the life of the relationship
• Conduct Annual Executive Business Reviews focused on demonstrating value and developing a strategic partnership
• Determine the optimal cadence of customer engagement to resolve open items, discuss performance and drive product/feature adoption
• Execute annual satisfaction survey and report internally and to the customer on results
• Serve as conduit between customer and product team by communicating new features, enabling the enhancement request process, facilitating beta engagements, coordinating case studies and customer references, and compiling product feedback
• Manage contractual commitments and track subscription license usage on a monthly basis
• Facilitate responses for compliance and model risk assessments
• Leverage Gainsight to manage and document customer information and interactions

Requirements:

• 5+ years of relevant experience with at least 3 years in a Customer Success Manager role
• Proven ability to manage C-Level relationships with Fortune 100 customers
• Experience managing multiple enterprise accounts and ensuring clients have a high CSAT
• Ability to lead strategic discussions
• Experience reporting customer health to executive management
• Experience with Microsoft Office and Mac O/S; Google, GMail, Gainsight, Salesforce
• Willing to travel up to 10% is required
• 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'
• Experience with vendor based anti fraud or authentication solutions
• Understanding of call center/CCaaS/data center infrastructure
• Understanding the authentication and fraud pain points in the contact center
• Experience working in the security and/or fraud industry