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Posted: 10/20/2026Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing complex customer relationships and driving strategic account growth in a SaaS environment. Proficient in utilizing analytics and reporting tools to enhance customer engagement and retention while leading cross-functional initiatives.
Highest-signal resume keywords
Customer Success ManagementStrategic Account ManagementGainsightExecutive PresenceData Analysis
About the role
Key responsibilities & impact- Serve as strategic advisor and primary customer success leader for enterprise and strategic customers
- Own complex customer relationships, multi-quarter account strategy, renewal outcomes, executive escalations, and customer advocacy
- Build and execute account strategies tied to business priorities, retention, and expansion
- Partner with Account Executives on account planning, growth opportunities, and expansion business cases
- Own complex renewal lifecycles with Sales, including risk identification, forecasting, mitigation plans, and retention
- Lead executive business reviews and value conversations connecting Pindrop capabilities to measurable business outcomes
- Analyze product usage, customer health, and business data to identify adoption gaps and expansion opportunities
- Lead complex escalations and coordinate recovery plans across Sales, Product, Support, and other partners
- Operationalize new product features, educate customers on fraud and authentication best practices, and communicate product feedback
- Lead cross-functional initiatives, develop playbooks, and improve adoption, retention, risk management, and executive engagement
- Mentor other Customer Success Managers
- Determine customer engagement cadence, run satisfaction surveys, and report results
- Manage contractual commitments and track subscription license usage monthly
- Facilitate compliance and model risk assessment responses
- Use Gainsight, analytics, and reporting tools to manage customer health and engagement
Requirements
What you’ll need- 7–10+ years of relevant experience, with meaningful tenure in Customer Success or strategic account management in a SaaS or enterprise software environment
- Proven ability to manage C-level relationships with Fortune 100 customers across enterprise and strategic accounts
- Track record of owning renewals, managing customer health, and demonstrating value realization tied to business outcomes
- Strong executive presence and ability to lead strategic discussions, executive business reviews, escalations, and commercial conversations
- Ability to build multi-quarter account plans, prioritize across a portfolio, and identify expansion opportunities based on customer needs and usage
- Experience working cross-functionally with Sales, Product, Support, and Professional Services
- Experience with Gainsight, Salesforce, Google Workspace, and Microsoft Office
- Willingness to travel up to 25% is required
- Excellent communication and presentation skills for all management levels
- Ability to analyze data and identify trends
- Understanding of call center, CCaaS, or contact center infrastructure is preferred
- Experience in fraud, authentication, security, or adjacent technology environments is preferred; anti-fraud or authentication solutions experience is a plus
Benefits
Comp & perks- Competitive compensation, including equity for all employees
- Unlimited Paid Time Off (PTO)
- Generous health and welfare plans, including one employer-paid employee-only plan
- Health Savings Account (HSA) employer contribution
- Affordable vision and dental plans for employees and families
- Employer-provided life and disability coverage with supplemental options
- Paid Parental Leave for birth, adoptive, and foster parents
- One year of diaper delivery for a newest family addition
- Identity protection through Norton LifeLock
- Recurring monthly phone and internet allowance
- One-time home office allowance
- Remote-first environment with flexibility in your day
- Company holidays
- Annual professional development and learning benefit
- Choice of Apple MacBook Pro
- Retirement plan with competitive 401(k) match
- Wellness Program including Employee Assistance Program and 24/7 Telemedicine
- Chess and poker tournaments, catered lunches, and happy hours
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Account Strategy DevelopmentRenewal ManagementRisk IdentificationForecastingCustomer Health AnalysisFraud PreventionAuthentication SolutionsCCaaS UnderstandingValue RealizationContract Management
Soft Skills
Excellent CommunicationPresentation SkillsMentoringCross-Functional CollaborationExecutive Engagement
Tools & Technologies
SalesforceGoogle WorkspaceMicrosoft OfficeAnalytics ToolsReporting Tools
Industry Keywords
SaaSEnterprise SoftwareCustomer AdvocacyCustomer EngagementSubscription License Management