Director, Customer Success

What you’ll do

As the Director, Customer Success, you will lead a team responsible for driving customer adoption, value realization, retention, and advocacy across a portfolio of customers. Reporting to the VP, Customer Success, you will translate the broader Customer Success vision into repeatable operating rhythms, strong team execution, and measurable customer outcomes.

You’ll be responsible for leading a frontline team, improving the consistency and scalability of the customer journey, and partnering cross-functionally with Sales, Product, Support, Professional Services and Marketing to help customers realize the full value of Pindrop’s solutions.

You will:

Customer Value Realization & Retention

• Lead a team that is responsible for customer outcomes to drive subscription utilization, use case adoption, business value realization, renewal and upsell partnership with Sales to drive long-term retention and expansion in support of Pindrop’s growth.
• Drive proactive customer engagement strategies that improve product adoption, reduce risk, and strengthen retention across the portfolio.
• Monitor customer health, identify patterns that signal churn or compression risk, and ensure timely mitigation plans are in place.
• Coach the team to develop and execute success plans and ensure sound customer governance motions that produce customer priorities and business outcomes.
• Partner with leadership on renewal readiness, risk reviews, and account planning for Pindrop’s enterprise customers.

Team Leadership & Talent Development

• Hire, lead, and develop a high-performing Customer Success team with a strong culture of accountability, customer advocacy, and operational excellence.
• Provide coaching, performance management, and career development for team members, helping them grow as trusted advisors to enterprise customers.
• Establish clear expectations, inspect performance against goals, and reinforce best practices across customer engagement, internal collaboration, and executive communication.
• Support the adoption of AI-enabled workflows and tools that increase team efficiency, consistency, and customer impact.

Customer Engagement & Executive Partnership

• Serve as a senior escalation point for customer situations, helping to drive alignment, urgency, and trust during moments of risk or complexity.
• Engage directly with strategic customers and executive stakeholders to strengthen relationships and reinforce business value.
• Ensure the team delivers high-quality business reviews, success plans, governance cadences, and executive-ready communications.
• Partner with the VP, Customer Success on executive sponsorship plans and key account strategies.

Cross-Functional Collaboration

• Work closely with Sales to support expansion planning, renewal readiness, and coordinated account execution.
• Partner with Product and Product Marketing to channel voice-of-customer feedback into roadmap discussions, innovation storytelling, and customer communications.
• Collaborate with Professional Services, Support, FACT, and CoE teams to ensure customers receive a coordinated and high-quality experience.
• Help drive internal alignment around customer priorities, escalations, and opportunities to improve the customer lifecycle.

Operational Excellence

• Implement and improve Customer Success processes, playbooks, and operating cadences that create consistency and scale across the team.
• Use tools such as ChatGPT, Gainsight, Salesforce, Tableau, Glean, and AI-enabled workflows to drive visibility, prioritization, and execution.
• Build a data-driven management rhythm around customer health, adoption, retention, satisfaction, and team performance.
• Contribute to the evolution of service models and engagement approaches across customer tiers as the business grows.

Who you are

• A customer-centered leader who knows how to turn strategy into consistent execution.
• Skilled at balancing relationship leadership with operational rigor.
• Comfortable working across technical, commercial, and executive audiences.
• Passionate about coaching teams, improving customer outcomes, and scaling best practices.
• Calm under pressure and effective in navigating escalations, ambiguity, and change.

Your skill-set

• 10+ years of experience in Customer Success, Account Management, Customer Experience, or related functions.
• 3+ years of people leadership experience managing Customer Success Managers or similar customer-facing teams.
• Proven success managing or leading teams serving enterprise and strategic accounts.
• Strong track record of improving retention, customer health, adoption, and executive engagement.
• Experience building repeatable processes, playbooks, and operating rhythms in a scaling environment.
• Strong communication and influencing skills with the ability to work effectively across Sales, Product, Engineering, Marketing, Services, and Support.
• Experience with Gainsight, Salesforce, and data/reporting tools; comfort using AI tools to improve team productivity and customer experience.
• Industry experience in security, fraud, call center/CCaaS, identity, or enterprise SaaS preferred.
• Willingness to travel up to 25%.

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 fun events, wellness programming, and more. Because we take our jobs seriously, we add in time for rest with Unlimited PTO.

You have the chance to make a meaningful impact at an exciting, cutting-edge technology company. Your leadership will directly influence customer outcomes, team development, and the continued evolution of Pindrop’s Customer Success organization.