Customer Success Manager

Pindrop is the Real Human + Right Human® Identity Trust Platform for the AI era, focused on securing digital communication against fraud and deepfakes. The Customer Success Manager will manage 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
• Understanding of call center/CCaaS/data center infrastructure
• Understanding the authentication and fraud pain points in the contact center
• Experience with vendor based anti fraud or authentication solutions
• Experience working in the security and/or fraud industry