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. Customer Success Manager US Remote Who we are 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. Headquartered in Atlanta, GA, Pindrop is backed by world-class investors such as Andreessen-Horowitz, IVP, and CapitalG. What you’ll do The Customer Success Manager (CSM) is focused on client relationships and managing client expectations. CSMs proactively drive product adoption and continuous optimization to demonstrate high value to the customer, as well as monitor performance to exceed the customer’s initial business case expectations. The CSM acts as the voice of the customer internally to Pindrop, and supports beta and design partner programs to develop strong customer advocacy and retention. The CSM collaborates closely with the Account Executive on the strategic account plan, renewal execution and expansion opportunities. Energetic, professional, organized and self-driven, CSMs become a trusted partner to our customers through their solution expertise, industry knowledge and executive presence. CSMs manage numerous customers at different stages of the customer lifecycle. They understand Pindrop products in-depth and are constantly looking for new ways their customers can benefit from a new Pindrop technology. If you love working with dynamic companies and have thrived in a role like this before, then we want to talk to you! This is a remote based role located within the United States. - Responsible for the overall business relationship and long-term account retention - Develop key relationships to become a trusted advisor and earn customer advocacy - Quantify value realized vs. expected, and align on the results with customers - Define and execute account planning with Account Executives to achieve strategic goals - Assist customers with operationalizing new product features and quantify customer benefits. - Responsible for tracking renewal events, raising renewal risks and achieving customer retention - Identify, quantify impact and mitigate risks associated with their customer portfolio - Educate customers on fraud and authentication best practices to achieve best value results - Promote Pindrop's value and ROI with customer stakeholders - Measure and maintain high levels of customer satisfaction and nurture client health - Understand customers use cases and identify areas for up-sell/cross-sell - Assist clients with expanding their use of Pindrop into new or additional lines of business - Serve as the primary point of contact for your customers for the life of the relationship - Conduct Annual Executive Business Reviews focused on demonstrating value and developing a strategic partnership - Determine the optimal cadence of customer engagement to resolve open items, discuss performance and drive product/feature adoption - Execute annual satisfaction survey and report internally and to the customer on results - Serve as conduit between customer and product team by communicating new features, enabling the enhancement request process, facilitating beta engagements, coordinating case studies and customer references, and compiling product feedback - Manage contractual commitments and track subscription license usage on a monthly basis - Facilitate responses for compliance and model risk assessments - Leverage Gainsight to manage and document customer information and interactions Who you are - You are an excellent communicator and presenter for all levels of management - You understand the value of strong relationships and cultivate them both internally and externally - You are resilient in the face of challenges, change, and ambiguity - You are optimistic and believe that you can make a problem into a solution - You have a passion for Improving the customer experience in the voice channel - You have the ability to analyze data to find and understand trends and ultimately offer suggestions for improved performance - You are resourceful, excited to uncover innovative solutions and teach yourself something new when needed - You take accountability, do the things you say you’ll do, under-promise and over-deliver - You are nimble and adaptable when priorities change and continue to see the “forest through the trees” Your skill-set: - 5+ years of relevant experience with at least 3 years in a Customer Success Manager role - Proven ability to manage C-Level relationships with Fortune 100 customers - Experience managing multiple enterprise accounts and ensuring clients have a high CSAT - Experience with vendor based anti fraud or authentication solutions preferred - Ability to lead strategic discussions - Experience reporting customer health to executive management - Experience with Microsoft Office and Mac O/S; Google, GMail, Gainsight, Salesforce - Willing to travel up to 10% is required - Understanding of call center/CCaaS/data center infrastructure is preferred - Understanding the authentication and fraud pain points in the contact center - Experience working in the security and/or fraud industry is preferred 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 chess and poker tournaments, catered lunches and happy hours, wellness programming, and more. Because we take our jobs seriously, we add in time for rest with Unlimited PTO, Focus Thursday, and Company-wide Rest Days. 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 in the voice-driven economy. 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) - 4 company-wide rest days in 2025 where the entire company rests and recharges! - Generous health and welfare plans to choose from - including one 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 to the family! It’s our way of welcoming new Pindroplets to the family! - Identity protection through Norton LifeLock - Recurring monthly Phone and Internet allowance - One Time home office allowance - Remote first environment – meaning you have flexibility in your day! - 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 The base pay for this position is generally between $115,000 and $145,000. Please note that the base pay range is a general guideline only. Pindrop considers factors such as (but not limited to) scope and responsibilities of the position, a candidate's work experience, education/training, and key skills, as well as market and business considerations, when extending an offer. 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. #LI-Remote Please note that the base pay range is a general guideline only. Pindrop considers factors such as (but not limited to) scope and responsibilities of the position, a candidate's work experience, education/training, and key skills, as well as market and business considerations, when extending an offer. US Base Pay Range $130,000—$140,000 USD 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.

• Assist in developing success plans and strategies for customers, with a focus on supporting long-term relationships and reducing customer churn. • Perform follow-up tasks as part of marketing campaigns, helping to ensure customer engagement and satisfaction. • Aim for high customer satisfaction scores, making sure customers are referenceable and receive annual NPS scores of >8. • Monitor customer agreements and help manage change requests and approvals as needed. • Maintain customer information and activity in CRM tools like Salesforce, ensuring accurate record-keeping and adherence to defined procedures. • Identify opportunities to expand product and service usage with existing customers and provide support in managing these opportunities. • Ensure customer contact information is updated and kept current in Salesforce and ConnectWise. • Organize monthly check-ins with regional service teams to align client needs and gather valuable feedback. • Collaborate with Marketing to develop customer appreciation initiatives and engagement activities. • Act as a customer advocate by collaborating with cross-functional teams such as Marketing, Sales, Product, Service, Finance, and Engineering to enhance processes and improve customer satisfaction and retention. • Assist with special projects as requested by leadership.

About Remote Remote is solving modern organizations’ biggest challenge – navigating global employment compliantly with ease. We make it possible for businesses of all sizes to recruit, pay, and manage international teams. With our core values at heart and future focused work culture, our team works tirelessly on ambitious problems, asynchronously, around the world. You can find Remoters working from 6 different continents (Antarctica left to go!) and all of our positions are fully remote. With Innovation as one of the core values, we have built Automation and AI capabilities into the requirements for every role. We encourage every member of the Remote team to bring their talents, experiences and culture to the table to help us build the best-in-class HR platform. If you are energetic, curious, motivated and ambitious, be part of our world. Apply now and define the future of work! The position This is an exciting time to join Remote and make a personal difference in the global employment space as a Senior MM/Ent. Customer Success Manager, as part of our Customer Experience team. As a senior member of the team, you will be Accelerate and drive revenue acquisition and expansion through value based consultations and demonstrations that clearly articulate how prospective and current clients will achieve their goals with Remote - Be the trusted business partner for complex and / or enterprise-type opportunities to help address customer business goals and requirements - Be a trusted, deep subject matter expert on Remote's offerings and the industry and trends of the globally distributed workforce. Identify opportunities for, and regularly create thought leadership collateral - Identify and drive strategic initiatives to further develop and enhance the Customer Success capabilities, resources and impact on revenue, in particular focused on value-based, consultative sales - Build and deepen cross-functional relationships across Remote, particularly with Product, Sales, Marketing and Solutions Consultant teams to improve alignment and impact - Share learning and drive development and enablement opportunities within the Customer Success team - Take an active role in coaching and mentoring for junior members of the Customer Success team Requirements - Proven track record as as a Senior/Enterprise CSM. - Experience managing complex large clients (50+ employees) autonomously. - This role requires strong communication/presentation skills, as well as displaying strong leadership and confidence in all levels of customer engagement/situations. - Ability to understand the business requirements and technical problems and help them with best practices and the right next action. Functional knowledge of Remote service and our platforms. - Proven track record of building relationships with senior customer executives in enterprise or strategic accounts. Experience in managing different levels of leadership team engagement a regular basis required. - Identify new opportunities: up-sell, cross-sell, additional training. - Effective communicator both externally (with clients) and internally, with Product, Sales, Operational & Support Teams. - Experience mentoring new team members. - Fluent written and spoken English, and well structured communication skills in speaking & writing. - It's not required to have experience working remotely, but considered a plus. Key responsibilities - Develop a deep understanding of the customer's business and technical objectives, partner with them to build a strategic joint success plan with identified objectives, milestones and measurable KPIs to achieve the outcomes. - Take responsibility for the entire customer journey, grow them into long term partners, and own client retention & expansion. - Identifying upselling & cross-selling opportunities, and managing campaigns and product promotion, as well as introducing new features to our clients. - Apply domain/technical knowledge of Remote platform, best practices, and customer insights to remove blockers and lead key resources, internally and externally, to proactively support customer’s success plan. - Partner with customer-facing account teams and executives (sales, support, professional services, engineering, product, and partners) on overall platform success. - Accelerate customer’s P2V (Purchase to Value) journey and thereby help to protect recurring renewal revenue and expand customer NRR (Net Retention Rate). - Engage regularly and develop deep relationships with customer stakeholders including business and technical teams. - Coordinate small customer projects. - Maintain knowledge of market trends and competitive insights and act as Remote evangelist with customers, partners, and ecosystem communities. - Fluent written and spoken English, and well structured communication skills in speaking, presenting & writing. - Experience working in a global organization and start-up environment is preferred, but not required. - It's not required to have experience working remotely, but considered a plus. Practicals - You'll report to: Manager of CS - Team: Customer Success - Location: AMER - Start date: As soon as possible Application process - (async) Profile review - (async) Take home test - Interview with manager & peer - Interview with recruiter - Interview with Hiring Manager - Interview with Sr. Director of CS - Bar Raiser Interview - Prior employment verification check - Offer The salary range listed below represents the base pay for this role. This position includes an On-Target Earnings (OTE) structure with an 80/20 pay mix (80% base salary / 20% variable commission). Remote's Total Rewards philosophy is to ensure fair, unbiased compensation and fair equity pay along with competitive benefits in all locations in which we operate. We do not agree to or encourage cheap-labor practices and therefore we ensure to pay above in-location rates. We hope to inspire other companies to support global talent-hiring and bring local wealth to developing countries. At first glance our salary bands seem quite wide - here is some context. At Remote we have international operations and a globally distributed workforce. We use geo ranges to consider geographic pay differentials as part of our global compensation strategy to remain competitive in various markets while we hiring globally. Our salary ranges are determined by role, level and location, and our job titles may span more than one career level. The actual base pay for the successful candidate in this role is dependent upon many factors such as location, transferable or job-related skills, work experience, relevant training, business needs, and market demands. The base salary range may be subject to change. At Remote, we foster internal mobility as a key element of our culture of employee growth and development, supported by a compensation philosophy that guarantees pay equity and fairness. Therefore, all compensation changes associated with an internal move will be reviewed by the Total Rewards & People Enablement team on a case by case basis. The annual salary range for this full-time position is $37,280—$83,880 USD Benefits Our full benefits & perks are explained in our handbook at remote.com/r/benefits. As a global company, each country works differently, but some benefits/perks are for all Remoters: - work from anywhere - flexible paid time off - flexible working hours (we are async) - 16 weeks paid parental leave - mental health support services - stock options - learning budget - home office budget & IT equipment - budget for local in-person social events or co-working spaces How you’ll plan your day (and life) We work async at Remote which means you can plan your schedule around your life (and not around meetings). Read more at remote.com/async. You will be empowered to take ownership and be proactive. When in doubt you will default to action instead of waiting. Your life-work balance is important and you will be encouraged to put yourself and your family first, and fit work around your needs. If that sounds like something you want, apply now! How to apply - Please fill out the form below and upload your CV with a PDF format. - We kindly ask you to submit your application and CV in English, as this is the standardised language we use here at Remote. - If you don’t have an up to date CV but you are still interested in talking to us, please feel free to add a copy of your LinkedIn profile instead. We will ask you to voluntarily tell us your pronouns at interview stage, and you will have the option to answer our anonymous demographic questionnaire when you apply below. As an equal employment opportunity employer it’s important to us that our workforce reflects people of all backgrounds, identities, and experiences and this data will help us to stay accountable. We thank you for providing this data, if you chose to. Please note we accept applications on an ongoing basis.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Legacy Harbor Advisors seeks a motivated Remote Customer Sales Associate to join our award-winning team. This remote position offers unlimited earning potential and flexible scheduling for driven sales professionals passionate about financial services and client success. - Conduct virtual client consultations via phone and video conferencing platforms - Present customized financial solutions including life insurance, annuities, and investment products - Build and maintain long-term client relationships through expert financial guidance - Collaborate with experienced team members and industry mentors - Utilize advanced CRM systems and sales technology to manage client pipeline - Implement proven sales methodologies to achieve revenue targets - Provide ongoing client support and financial education Qualifications - Excellent communication and interpersonal skills - Strong motivation and coachability - Experience in sales, customer service, or financial services preferred - Ability to work independently in remote environment - Professional presentation skills for virtual meetings - Goal-oriented mindset with entrepreneurial drive Requirements - Commission-Based: 1099 independent contractor position with unlimited earning potential - Flexible Schedule: Set your own hours and work-life balance - Qualified Leads: Work with pre-screened prospects, no cold calling required - Comprehensive Training: Interactive courses, mentorship, and ongoing coaching - Technology Support: State-of-the-art CRM and sales tools provided - Performance Incentives: All-expenses-paid trips and rewards for top performers - Career Development: Access to industry leaders and professional growth opportunities Benefits - 100% remote position - Team-oriented culture with collaborative support - High-energy, dynamic work environment - Mentorship from experienced financial services professionals Ready to Apply? Join Legacy Harbor Advisors and transform your sales career with unlimited potential. We seek ambitious professionals ready to excel in financial services while making meaningful client impact. This is a 1099 independent contractor position with a commission-based compensation structure and absolutely no income ceiling. Your success and earnings are entirely in your hands, with unlimited potential based on your performance. Apply today to begin your journey as a Remote Customer Sales Associate with Legacy Harbor Advisors.