Role Description Enterprise Customer Success Specialist, Philippines will support the successful onboarding, adoption, and ongoing engagement of Wiley’s Enterprise customers in the Philippines. This role will help ensure customers use Wiley solutions effectively, receive timely support, and achieve strong outcomes that support retention and renewal. - Support onboarding, training, implementation, and follow-up for Enterprise customers in the Philippines. - Monitor usage and engagement data and flag accounts that need support or intervention. - Maintain regular contact with customers to drive adoption, satisfaction, and issue resolution. - Prepare customer updates, usage reports, success materials, and internal account notes. - Partner with the Customer Success Manager and Sales team on renewals, account plans, and growth opportunities. - Coordinate with internal teams to resolve customer issues quickly and professionally. - Help deliver webinars, training sessions, and customer communications that improve usage and customer value. - Ensure customer records, actions, and follow-ups are tracked accurately. Qualifications - Experience in customer support, customer success, client services, sales support, or account coordination. - Strong organization and follow-through. - Strong written and verbal communication skills. - Ability to work with data, reports, and customer records accurately. - Strong customer service mindset and attention to detail. - Ability to manage multiple tasks and deadlines effectively. - Strong written and spoken English. Requirements - Experience in education, publishing, digital learning, EdTech, or SaaS. - Experience supporting onboarding, training, or customer adoption programs. - Familiarity with CRM systems, usage dashboards, or customer reporting tools. - Ability to support webinars, training sessions, or customer presentations. - Knowledge of the Philippines higher education market. Benefits - Meeting-free Friday afternoons allowing more time for heads down work and professional development. - A wide range of opportunities to foster community, learn, and grow. - Commitment to fair, transparent pay and competitive compensation. - Comprehensive benefits package.

• Conduct 1-to-1 customer engagements focused on product adoption, value realization, and satisfaction • Prepare for meetings using customer goals, usage data, and support history • Follow defined success plans and frameworks to guide customers toward adoption milestones and retention drivers • Use consultative techniques to align Docusign solutions with customer goals, pain points, and industry-specific use cases • Identify growth opportunities and recommend feature adoption paths that support long-term business objectives • Influence renewal readiness by driving successful product usage and showcasing best practices • Collaborate with Product, Support, Renewals, and Sales to ensure a seamless, coordinated customer experience • Escalate blockers or recurring issues to senior team members and functional leads as needed • Maintain accurate engagement records and follow-ups in Salesforce and Gainsight. Consistently meet performance targets related to engagement volume, CSAT, and adoption outcomes • Build trust through clear, responsive communication and product expertise • Promote use of self-service resources and advocate for follow-up sessions to drive deeper adoption • Maintain strong product knowledge and stay informed on relevant customer industries and challenges • Support or lead product showcase sessions and webinars to promote advanced features and use cases

• 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.