• The Senior Customer Success Analyst is responsible for ensuring that students reach their final goals (approval and learning) through strategic use of our platform. • Proactively manages customer health, mitigates cancellation risk (churn), and identifies expansion opportunities. • Develops and optimizes onboarding and ongoing engagement stages, ensuring students understand the product's value from day one. • Monitors customer health indicators by analyzing platform usage metrics and academic engagement. • Executes proactive interventions with students at risk of attrition, reversing low-engagement scenarios. • Manages the renewal cycle and identifies upsell or cross-sell opportunities in coordination with the sales/marketing teams. • Analyzes cancellation reasons (Churn Analysis) and proposes structural action plans to increase LTV (Lifetime Value). • Creates and manages support and recovery playbooks to standardize the team's consultative approach. • Produces performance reports for the customer base, translating student behavior data into business insights.

Who We Are Pindrop is the Real Human + Right Human® Identity Trust Platform for the AI era. As AI-driven fraud and deepfakes erode trust in digital communication, Pindrop delivers continuous identity verification and deepfake detection across voice, video, and digital interactions in real time. Enterprises rely on Pindrop to secure billions of high-risk customer interactions each year, including top U.S. banks, as well as leading insurers and healthcare providers. Powered by models trained on more than 1.5 billion real-world interactions annually and protected by 300+ patents, Pindrop restores trust while reducing fraud, lowering operational costs, and improving customer experience. Recognized by TIME as one of 2025’s Best Inventions and by Inc. for Best in Business for Innovation, Pindrop is backed by leading 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. AI Policy Pindrop may use AI tools to help prioritize job applications for human review. The AI tool may analyze your work experience and skills to assess fit for the role, but does not consider your name or contact details. Applications with the strongest match to job requirements are prioritized for human review; not all applications may be individually reviewed. #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 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. AI - A Transformative Force At Pindrop, we view artificial intelligence as a transformative force that, when harnessed responsibly, can unlock unprecedented value for our customers, partners and society and enable and empower us to continue to deliver cutting-edge technology to combat fraud and unblur the lines between what it means to be human versus machine. Pindrop may use AI tools to help prioritize job applications for human review. The AI tool may analyze your work experience and skills to assess fit for the role, but does not consider your name or contact details. Applications with the strongest match to job requirements are prioritized for human review; not all applications may be individually reviewed. 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.

Join Cartwheel to help tackle the student mental health crisis. Cartwheel is an early-stage company building a new kind of mental health program for kids that puts schools at the center. We see our role as supporting school staff who see kids every single day. Instead of going around them, we collaborate with them. This means: - Earlier intervention - Higher student and family engagement in care - Better coordination among the trusted adults in a student’s life Kids shouldn't just aspire to get out of bed and drag themselves to class. They should be able to experience joy. They deserve to envision and build a life they’re excited to live. If you join Cartwheel, you’ll help make this vision a reality for millions of students across the country. We’re backed by top investors including Menlo Ventures, Reach Capital, General Catalyst, BoxGroup, and Able Partners, and we're looking for mission-driven teammates to join our team. ABOUT THE ROLE As a Customer Success Manager, you will serve as the customer success manager and the day-to-day trusted partner to school districts in the Southeast, driving their success with Cartwheel and owning their renewal. You’ll serve as the quarterback between school staff and Cartwheel’s resources, ensure schools have an excellent experience collaborating with our team, and provide guidance on strategic, clinical, and operational questions as they arise. You will work with our sales team to develop a deep understanding of each of our partner districts’ needs and develop collaborative, lasting relationships with school leadership, staff, and colleagues. Partnering closely with a clinical lead, you will ensure our district partners are supported with their clinical consultative needs. As an early member of the School Success team, you will have an opportunity to contribute to the creation and iteration of the role as we grow. Role type: This is a W2, Full-Time, Salaried position Location: Remote, based in the Southeast (NC, SC, GA, FL, TN, TX), with in-person team retreats in Boston. Start date: Spring 2026 WHAT YOU’LL DO - Build relationships with and deliver an outstanding experience for Southeast school district leadership, school staff, and the families they serve. - Launch and maintain school district partnerships, promote trust in Cartwheel, and gain insight and feedback through regular communication and problem-solving with school and district leadership. - Deliver clinical guidance and coaching to school staff as questions arise (e.g., potential fit of a student referral to Cartwheel, input on how to respond to a student situation in the building, strategic advice on building a Multi-Tiered System of Support). - Provide Cartwheel leadership with an ongoing strategic view on districts you own, including strengths, opportunities, and risk areas. - Share feedback on our care model, technology, and operations with the school success leadership and serve as an active thought partner on how to improve our program. - Build, promote, and support strong collaboration and positive culture with Cartwheel’s clinical team. - Flexible travel to districts that need targeted support or attention, when necessary. WHO YOU ARE Must have… - 5+ years of experience as a Customer Success Manager implementing and supporting education, education technology, or school based mental health programs. - 2+ years of experience working in or around school systems, such as in a school-based clinician, administrator, special education teacher, or adjacent role. - Commitment to serving communities traditionally overlooked in the healthcare setting – uninsured and underinsured families, youth in foster care, English learners, etc. - Passion for our mission to tackle the youth mental health crisis! Extra credit… - Active license to deliver clinical care (LCSW, LICSW, LMHC, LCPC, PhD/PsyD) in the Southeast (NC, SC, GA, FL, TN, TX). - Clinical experience in the outpatient setting, with comfort managing clinical complexity and safety/risk. - Experience working with immigrant populations, rural communities, and/or military families Skills… - Project Management: Excellent project management skills with the ability to coordinate across many stakeholders and prioritize tasks - Technically Savvy: Fluency in Google Suite (e.g. Sheets, Slides) and proven ability to quickly learn new tools and technology (e.g. Salesforce, Zoom, Asana) - Relationship Builder: Experience with building relationships across diverse stakeholders and influence without authority - Strong Communicator: Superb written and verbal communication skills - Entrepreneurial: Desire to work with a small, entrepreneurial team to build a new program - Organized thinker: Instinctively structures problems into logical components Please apply even if you don't meet all of the criteria. If your past experience doesn’t perfectly match the job description, but you bring other relevant experience or skills, we’d still love to hear from you. You may be a great fit! WHY YOU’LL LOVE CARTWHEEL Our hope is that Cartwheel will be your best career decision! In addition to tackling one of the biggest challenges of our time, at a company well-positioned to do so, you’ll have: - Competitive cash compensation between $90,000 to $105,000 - Equity ownership stake in the company - High-quality health insurance with a $0 monthly premium option for employees - Dental, Vision, and Employer-Sponsored Life Insurance - 4 weeks of paid PTO (3 weeks any time + 1 week office closure in December) - Sick Leave + Holidays - 401K with 2% employer match - Team-based culture with mission-driven colleagues who will go to bat for you Cartwheel is proud to be an equal opportunity employer. We embrace diverse backgrounds and perspectives and an inclusive work environment. We're committed to equal employment opportunity regardless of race, color, religion, ancestry, national origin, gender, sexual orientation, disability status, or veteran status. We participate in E-Verify. Please be prepared to provide acceptable documentation to verify your identity and work authorization Note: Please do not contact our Care, Provider, or Patient Services lines regarding job postings or application status. These teams support our patients and families and are not involved in the hiring process. For all recruitment-related questions, please email talent@cartwheelcare.org.

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. The Difference You Will Make: We are looking for a thoughtful, analytically rigorous, and strategically minded finance professional to partner with our Community Support Product and Experience team. This is a unique opportunity to sit at the intersection of finance, strategy, product and operations, evaluating the impact of what we build, shaping how we invest in the Airbnb customer experience, and ensuring Community Support initiatives are connected to Airbnb's broader company priorities. You will be a trusted advisor to Community Support leadership and a key voice in cross-functional conversations across CS Product, Engineering, Finance, and Operations. This is a high-visibility, highly analytical role working on some of the most consequential technology and investment decisions at Airbnb. A Typical Day: - Build and refine frameworks to measure ROI and cost-effectiveness of technology built or deployed within CS, surfacing where investments are working and where spend should be reallocated. - Develop financial and strategic analyses to evaluate various support models, AI impact, and unit economics, sizing cost, retention, and contribution margin impact. - Own and maintain CS Tech cost and savings forecasts, purchase order approvals, and vendor spend tracking — monitoring software usage, budget vs. actuals, and contract terms including MSAs to identify risks and opportunities - Own and continuously refine financial models for budgeting, monthly forecasting, long-range planning, and scenario analysis for the Community Support Product and Experience team. - Provide financial analysis and deal support for negotiations with Tech vendors to secure optimal pricing and contract terms - Collaborate cross-functionally on Community Support initiatives such as new product launches, cost allocation, and efficiency tracking. - Monitor Customer Support industry trends and emerging technologies including AI in customer service to identify risks and opportunities proactively. Your Expertise: - 10+ years of relevant experience in strategic finance, investment banking, management consulting, or a technically rigorous strategy role, ideally with meaningful exposure to customer support, technology-driven operations, or product organizations. - You possess grit, take ownership, and bring the right attitude and mindset. Resilient under pressure, coachable, and able to prioritize and deliver in a fast-paced environment. - Executive presence and exceptional communication skills; proven ability to translate operational concepts into clear financial insights and influence senior stakeholders. - Superb financial modeling skills and extensive experience conducting quantitative and qualitative analysis. You are comfortable building frameworks from scratch, stress-testing assumptions, and sizing complex opportunities with incomplete data. - Track record of thriving in ambiguous environments and delivering actionable, business-impacting recommendations. - Familiarity with SQL or willingness to learn. You can independently extract, manipulate, and analyze large datasets and develop strategic narratives appropriate for an executive audience. Preferred Qualifications - Familiarity with data visualization software is a plus - Familiarity with program economics or tiered service models is a plus - Experience at a scaled marketplace, platform, or technology company with a global CS operation is a plus Your Location: This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from. Our Commitment To Inclusion & Belonging: Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply. We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application. How We'll Take Care of You: Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits. Pay Range $168,000—$206,000 USD