Who We Are
Pindrop is redefining trust in the digital age. Our patented voice, and video authentication, fraud detection, and deepfake detection technologies protect some of the world’s largest banks, insurers, retailers, and healthcare leaders. As AI-driven threats evolve in the form of synthetic voices, deepfakes, face swapping and more, our solutions stay ahead, helping ensure that the real human and the right human are recognized.
Pindrop is trusted by Fortune 500 enterprises to secure voice interactions, and with $100M ARR we’re entering our next phase of innovation and growth, backed by world-class investors including Andreessen Horowitz, IVP, and CapitalG.
Vice President, Customer Success
Remote - US (Remote)
What you’ll do
As the VP, Customer Success, you will set the vision and strategy for our global Customer Success function, scaling a team that drives adoption, retention, advocacy and growth across Pindrop’s customers. You’ll be accountable for customer health at scale, while serving as an executive sponsor for key customers, a senior escalation point and a key partner to Sales, Product and Marketing.
- Value Realization & Retention Leadership
- Define and execute annual and multi-year vision and operating model for Customer Success at Pindrop that drives value realization for all customers. This vision needs to responsibly scale and adapt with the growth of Pindrop’s customer base and include AI-forward approaches.
- Understand what drives ARR retention as well as root causes of churn and compression. Drive mitigation strategies for customer-specific situations as well as patterns that impose on net dollar retention. Lead the execution of proactive measures that prevent risk.
- Partner with executive leadership to align Client Services with the Pindrop company strategy, corporate OKRs and CS functional objectives.
- Team Leadership & Talent Development
- Build, develop and inspire high-performing, globally distributed teams including the Customer Success Managers (CSM), Fraud & Authentication Consulting Team (FACT) and Center of Excellence (CoE).
- Lead, mentor, and develop team members to fulfill our value of creating evangelical customers and adopt AI capabilities that bring efficiencies and differentiation to our service.
- Drive personal accountability, foster healthy internal and client-facing relationships, and operational excellence across the team.
- Customer Advocacy & Growth
- Serve as an executive sponsor for Pindrop’s $1M+ accounts, helping to extend the senior-level engagements along with the Chief Customer Officer (CCO).
- Establish and refine frameworks for key customer experiences such as business reviews, account governance and success planning. Continuously improve Pindrop’s satisfaction and net promoter approach to ensure the voice of the customer is always well articulated.
- Partner with Product to showcase Pindrop’s innovation roadmap. Partner Sales to identify expansion opportunities to maximize Pindrop’s growth results.
- Operational Excellence
- Design and optimize processes, tools (e.g., Gainsight, Tableau, Glean, ChatGPT, etc.) and playbooks to scale customer impact and establish clear standards that promote service consistency. Adapt service models for each service tier that reflect the evolving needs of Pindrop’s customers and industry best practices.
- Build a data-driven culture with strong reporting and forecasting around customer health, retention, adoption, satisfaction and referenceability.
- Serve as a senior point of escalation for customers and internal stakeholders. Ensure de-escalation efforts are executed swiftly to facilitate customer trust.
Who you are
- A strategic, visionary leader who thrives at the intersection of customer success, revenue growth, and enterprise relationships.
- Adept at balancing long-term strategy with operational execution.
- Comfortable presenting to C-suite executives, at industry conferences, the Pindrop ELT and customer or investor board members with executive presence.
- Energized by scaling teams, leading through change, and unlocking potential in others.
Your skill-set
- 15+ years of progressive experience in Customer Success, Customer Experience, Account Management, or related fields, with 5+ years in senior leadership roles.
- Proven track record managing enterprise-scale customer portfolios, including Fortune 100 clients.
- Demonstrated success leading cross-functional teams, building scalable programs, and executing transformations.
- Strong executive presence, communication, and influencing skills across technical and business stakeholders.
- Experience partnering cross-functionally with Sales, Product, Marketing and Professional Services to drive customer outcomes.
- Proficiency with platforms such as Gainsight, Salesforce and awareness of SaaS practices either internally or through vendor partnerships.
- Industry experience in security, fraud, call center/CCaaS, or data center infrastructure preferred. Progressive AI forward mindset and demonstrated use of AI tooling.
- Willingness to travel up to 30%.
What’s in it for you
As a Pindropper, you join a rapidly growing company making technology more human with the power of voice. You will work alongside some of the best and brightest. We’re a passionate group committed to excellence - but that doesn’t stop us from enjoying the journey as a team with fun events, wellness programming, and more. Because we take our jobs seriously, we add in time for rest with Unlimited PTO.
You have the chance to make a meaningful impact at an exciting, cutting edge technology company. Your input will be heard at an executive level, and help drive business decisions.
- Within 30 days you’ll meet the Customer Success value realization team and have an understanding of their responsibilities, roles, tools used, and cadence of meetings. You’ll begin learning the basics of the products and how we measure their success.
- Understand performance objectives, customer KPIs and Client Services OKRs
- Understand CS processes and Gainsight functionality
- Within 60 days you’ll begin to engage with your customer portfolio and lead the enterprise CSM team
- Build strong, long-term relationships with customers
- Support and mentor a team of Senior CSMs
- Within 90 days you’ll be executing to Customer Success metrics and establishing individual performance objectives
- Teach us something new
- Be productive and successful in your CS leadership role by adding value to our customers and the Pindrop team
What we offer
As a part of Pindrop, you’ll have a direct impact on our growing list of products and the future of security. We hire great people and take care of them. Here’s a snapshot of the benefits we offer:
- Competitive compensation, including equity for all employees
- Unlimited Paid Time Off (PTO)
- Generous health and welfare plans to choose from - including a employer-paid “employee-only” plan!
- Best-in-class Health Savings Account (HSA) employer contribution
- Affordable vision and dental plans for you and your family
- Employer-provided life and disability coverage with additional supplemental options
- Paid Parental Leave - Equal for all parents, including birth, adoptive & foster parents.
- One year of diaper delivery for your newest addition! It’s our way of welcoming new Pindroplets to the family!
- Identity protection through Norton LifeLock
- Remote-first culture with opportunities for in-person team events
- Recurring monthly cell phone allowance
- Company holidays
- Annual professional development and learning benefit
- Pick your own Apple MacBook Pro
- Retirement plan with competitive 401(k) match
- Wellness Program including Employee Assistance Program, 24/7 Telemedicine
This position will be posted for 60 days after 02.02.26
What we live by
At Pindrop, our Core Values are fundamental beliefs at the center of all we do. They are our guiding principles that dictate our actions and behaviors. Our Values are deeply embedded into our culture in big and small ways and even help us decide right from wrong when the path forward is unclear. At Pindrop, we believe in taking accountability to make decisions and act in a way that reflects who we are. We truly believe making decisions and acting with our Core Values in mind will help us to achieve our goals and keep Pindrop a great place to work:
- Audaciously Innovate - We continue to change the world, and the way people safely engage and interact with technology. As first principle thinkers, we challenge standards, take risks and learn from our mistakes in order to make positive change and continuous improvement. We believe nothing is impossible.
- Evangelical Customers for Life - We delight, inspire and empower customers from day one and for life. We create a partnership and experience that results in a shared passion. We are champions for our customers, and our customers become our champions, creating a universal commitment to one another.
- Execution Excellence - We do what we say and say what we do. We are accountable for making the tough decisions and necessary tradeoffs to deliver quality and effective solutions on time.
- Win as a Company - Every time we win, we win as a company. Every time we lose, we lose as a company. We break down silos, support one another, embrace diversity and celebrate our successes. We are better together.
- Make a Difference - Every day we have the opportunity to make a positive impact. We operate with dedication, passion, and uncompromising integrity, creating a safer, more secure world.
Not sure if this is you?
We want a diverse, global team, with a broad range of experience and perspectives. If this job sounds great, but you’re not sure if you qualify, apply anyway! We carefully consider every application and will either move forward with you, find another team that might be a better fit, keep in touch for future opportunities, or thank you for your time.
Pindrop is an Equal Opportunity Employer
Here at Pindrop, it is our mission to create and maintain a diverse and inclusive work environment. As an equal opportunity employer, all qualified applicants receive consideration for employment without regard to race, color, age, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetic information, disability, marital and/or veteran status.
