Customer Success Manager

Pindrop

. Manage a defined portfolio of commercial and mid-market accounts, reviewing account history and aligning outreach to customer goals and lifecycle stage .

Posted 10/10/2026full-timeRemote • United StatesMid-LevelSenior💰 $88,000 - $106,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer relationships and driving product adoption through effective communication and strategic planning. Proficient in utilizing Gainsight and analytics tools to enhance customer engagement and satisfaction.

Highest-signal resume keywords

Gainsight ExperienceCustomer Success ManagementAccount Management in SaaSData Analysis for Performance ImprovementRenewal Process Understanding

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Relationship ManagementSuccess Plan DevelopmentData AnalysisProduct Adoption StrategiesContract Management

Soft Skills

Strong CommunicationPresentation SkillsRelationship BuildingProblem SolvingCollaboration

Tools & Technologies

GainsightSalesforceGoogle WorkspaceAnalytics ToolsReporting Tools

Industry Keywords

FraudAuthenticationCCaaSContact Center InfrastructureCustomer Engagement

About the role

Key responsibilities & impact

Manage a defined portfolio of commercial and mid-market accounts, reviewing account history and aligning outreach to customer goals and lifecycle stage
Build customer relationships and serve as the primary point of contact throughout the relationship
Build and maintain success plans tied to customer goals
Lead adoption check-ins and identify underutilized product features
Communicate and quantify product value against business outcomes
Own renewal coordination with sales partners and maintain renewal forecasts in Gainsight
Flag at-risk accounts and coordinate action plans with Support or Product
Partner with Account Executives, Support, and Product on customer initiatives
Translate customer feedback into summaries for internal teams
Maintain account plans and track progress using Gainsight health scores
Assist customers with new product features and educate them on fraud and authentication best practices
Communicate new features, facilitate beta engagements, coordinate case studies and references, and compile product feedback
Determine customer engagement cadence to resolve issues and drive adoption
Execute annual satisfaction surveys and report results
Manage contractual commitments and track subscription license usage monthly
Use Gainsight, analytics, and reporting tools to manage customer health and engagement

Requirements

What you’ll need

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
Excellent communicator and presenter for all levels of management
Ability to analyze data to find and understand trends and offer suggestions for improved performance
3-5+ years of relevant experience, with at least 2 years in a Customer Success or account management role in a SaaS or technology environment
Experience managing a portfolio of commercial or mid-market accounts and building trusted relationships with customer contacts
Ability to build and maintain success plans tied to customer goals and communicate value in business terms
Solid understanding of the renewal process and experience flagging risk

Benefits

Comp & perks

Additional compensation in the form of commission payments
Remote-based role