<div class="content-intro"><h2><strong>Who We Are</strong></h2> <p>Pindrop is a cybersecurity company delivering continuous identity verification across voice, video, and digital interactions. Powered by the Pindrop Intelligence Network, our unified trust platform helps enterprises answer three critical questions:</p> <p><strong>Is this identity synthetic?</strong> Detect AI-generated and manipulated voice and video.<br><strong>Is this identity risky?</strong> Identify fraud, suspicious behavior, and other risk signals.<br><strong>Is this identity known?</strong> Authenticate identities using voice, device, behavioral, and other signals.</p> <p>Pindrop brings this intelligence together across purpose-built trust engines to help organizations make informed decisions in real time — protecting customers, workforce interactions, and emerging AI-driven interactions.</p> <p>Pindrop protects billions of high-risk interactions for enterprises, including leading financial institutions, insurers, and healthcare organizations. Its technology is informed by more than 8 billion real-world interactions annually and protected by 300+ patents.</p> <p>Recognized by TIME as one of the 10 Most Influential Software Companies of 2026 and by Inc. for Best in Business for Innovation, Pindrop is backed by leading investors including Andreessen Horowitz, IVP, and CapitalG.</p></div><h3><span style="font-size: 18pt;"><strong>Senior Customer Success Manager </strong></span></h3> <h3><strong>Who we are</strong></h3> <p>Are you passionate about innovating at the intersection of technology and personal security? At Pindrop, we recognize that the human voice is a unique personal identifier, increasingly susceptible to sophisticated fraud, including the threat of deepfakes. We're leading the way in developing cutting-edge authentication, fraud prevention, and deepfake detection. Our mission is to provide seamless and secure digital experiences, safeguarding the most personal aspect of our identity: our voice. Here, you'll be part of a team driven by values of Innovation, Customer Advocacy, Excellence, and Impact. We're not just creating a safer digital landscape by fortifying trust and integrity with those we serve, we're also building a dynamic, supportive workplace where your contributions make a real difference.</p> <p>Headquartered in Atlanta, GA, Pindrop is backed by world-class investors such as Andreessen-Horowitz, IVP, and CapitalG.</p> <h3><strong>The opportunity</strong></h3> <p>As a Senior CSM, you are a strategic advisor to enterprise and strategic customers. You own complex relationships, full renewal outcomes, executive escalations, and multi-quarter account strategy, while using customer insight to shape how Product, GTM, and the broader CS organization serves customers. This is a remote-based role located within the United States.</p> <h3><strong>What you'll do</strong></h3> <ul> <li>Own a portfolio of enterprise and strategic customers, serving as the primary customer success leader and trusted advisor across multiple stakeholder levels, including executives. Serve as the primary point of contact for your customers for the life of the relationship.</li> <li>Build and execute account strategies tied to customer business priorities, retention, and expansion. Define and execute account planning with Account Executives to achieve strategic goals. Identify growth opportunities and build business cases for expansion; present portfolio strategy to Sales and leadership as needed.</li> <li>Own with sales the full renewal lifecycle for complex accounts, including risk identification, forecast accuracy, and clear mitigation plans for accounts at risk. Track renewal events, raise renewal risks, and drive customer retention.</li> <li>Lead executive business reviews and value conversations that connect Pindrop capabilities to measurable business outcomes. Quantify value realized vs. expected, and align on results with customers.</li> <li>Use product usage, customer health, and business data to identify adoption gaps and expansion opportunities. Anticipate customer needs and serve as a strong internal voice of the customer across Product, Sales, GTM, and leadership.</li> <li>Independently lead complex escalations, including executive dissatisfaction, through resolution. Coordinate recovery plans across Sales, Product, Support, and other partners. Run postmortems and recommend process changes that prevent recurrence.</li> <li>Assist customers with operationalizing new product features and quantify customer benefits. Educate customers on fraud and authentication best practices. Serve as conduit between customer and product team: communicate new features, support the enhancement request process, facilitate beta engagements, coordinate case studies and customer references, and compile product feedback.</li> <li>Lead cross-functional initiatives that improve customer outcomes, retention, and adoption beyond individual accounts. Develop playbooks and processes that improve how the broader CS team manages adoption, retention, risk, and executive engagement.</li> <li>Mentor other CSMs through account strategy, executive communication, renewal risk management, and customer advocacy.</li> <li>Determine the optimal cadence of customer engagement to resolve open items, discuss performance, and drive product and feature adoption. Execute annual satisfaction surveys and report results internally and to customers.</li> <li>Manage contractual commitments and track subscription license usage on a monthly basis. Facil