Senior Customer Success Manager
New
P
PindropCybersecurity software
This is a remote-based role located within the United States.Full-TimeSenior
Salary130,000 - 140,000 USD per year
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Job Details
- Experience
- 7-10+ years of relevant experience
- Required Skills
- SalesforceMicrosoft OfficeCustomer SuccessGoogle Workspace
Requirements
- Have 7-10+ years of relevant experience, including meaningful tenure in Customer Success or strategic account management.
- Have experience in a SaaS or enterprise software environment.
- Demonstrate the ability to manage C-level relationships with Fortune 100 customers across enterprise and strategic accounts.
- Have a track record of owning renewals, managing customer health, and demonstrating value realization tied to customer business outcomes.
- Be able to lead strategic discussions, executive business reviews, escalations, and commercial conversations.
- Be able to build multi-quarter account plans, prioritize across a portfolio, and identify expansion opportunities based on customer needs and usage.
- Have experience working cross-functionally with Sales, Product, Support, and Professional Services.
- Have experience with Gainsight, Salesforce, Google Workspace, and Microsoft Office.
- Be willing to travel up to 25%.
- Understanding of call center, CCaaS, or contact center infrastructure is preferred.
- Experience in fraud, authentication, security, or adjacent technology environments is preferred.
Responsibilities
- Own a portfolio of enterprise and strategic customers as their primary customer success leader and trusted advisor.
- Build and execute account strategies and multi-quarter plans tied to customer priorities, retention, and expansion.
- Own the renewal lifecycle with Sales, including identifying risks, maintaining forecast accuracy, and developing mitigation plans.
- Lead executive business reviews and value conversations that connect product usage and capabilities to customer outcomes.
- Use product usage, customer health, and business data to identify adoption gaps and expansion opportunities.
- Lead complex customer escalations, coordinate recovery plans, and recommend process changes after postmortems.
- Help customers operationalize product features, communicate feedback to Product, and facilitate beta engagements and customer references.
- Lead cross-functional initiatives and develop processes that improve adoption, retention, risk management, and executive engagement.
- Mentor other CSMs on account strategy, executive communication, renewal risk management, and customer advocacy.
- Manage contractual commitments and subscription license usage, facilitate compliance and model risk assessments, and use Gainsight and reporting tools to manage customer health.
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