VP, Customer Success

Pindrop

1d•Remote

About The Position

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. 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.

Requirements

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.
Willingness to travel up to 30%.

Nice To Haves

Industry experience in security, fraud, call center/CCaaS, or data center infrastructure preferred. Progressive AI forward mindset and demonstrated use of AI tooling.

Responsibilities

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.
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.
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.
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.

Benefits

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