Website Pindrop
Deepfake defense starts with Pindrop.
Join a cutting-edge AI and security company and lead customer success initiatives that drive adoption, retention, and long-term value for enterprise clients. This role is ideal for experienced leaders who can scale teams, improve customer outcomes, and align cross-functional efforts in a fast-growing SaaS environment.
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About the Company
Pindrop is a leader in identity verification and fraud prevention, helping enterprises secure billions of customer interactions across voice, video, and digital channels. Its advanced AI-powered platform detects deepfakes and ensures trusted communication in an increasingly complex digital landscape.
Trusted by major banks, insurers, and healthcare organizations, Pindrop combines innovation, scale, and security to redefine identity trust in the AI era.
About the Role
As Director of Customer Success, you will lead a team responsible for driving customer adoption, satisfaction, and retention across enterprise accounts. You will translate strategic goals into operational execution, ensuring consistent delivery of value to customers.
This role combines leadership, operational excellence, and customer engagement, requiring strong collaboration with sales, product, and support teams.
Key Responsibilities
Customer Value & Retention
- Lead initiatives that drive product adoption, customer satisfaction, and long-term retention
- Monitor customer health metrics and proactively address risks
- Partner with sales teams to support renewals, expansions, and upsell opportunities
Team Leadership & Development
- Build, lead, and mentor a high-performing customer success team
- Establish performance standards and ensure accountability across the team
- Support career development and coaching for customer success professionals
Customer Engagement & Escalation Management
- Act as a senior escalation point for complex customer issues
- Build strong relationships with executive stakeholders
- Ensure delivery of high-quality business reviews and success plans
Cross-Functional Collaboration
- Work closely with product, marketing, and support teams to enhance customer experience
- Provide customer feedback to inform product development and strategy
- Align internal teams around customer priorities and lifecycle improvements
Operational Excellence & Strategy
- Develop scalable processes, playbooks, and customer success frameworks
- Use data and tools (e.g., CRM, analytics platforms) to track performance and outcomes
- Implement AI-driven workflows to improve efficiency and team productivity
Requirements / Skills
- 10+ years of experience in customer success, account management, or related roles
- 3+ years of leadership experience managing customer-facing teams
- Proven success working with enterprise and strategic accounts
- Strong track record of improving retention, adoption, and customer satisfaction
- Experience building scalable processes in growing organizations
- Strong communication and stakeholder management skills
- Familiarity with tools like Salesforce, Gainsight, and analytics platforms
- Experience in SaaS, security, or enterprise technology environments preferred
- Willingness to travel up to 25%
Work Environment / Benefits
- Fully remote role with flexible work arrangements
- Competitive salary ($158,000 – $195,000) plus bonus opportunities
- Unlimited paid time off and wellness-focused culture
- Opportunity to work with cutting-edge AI and security technologies
- Collaborative and high-performance team environment
- Strong career growth opportunities in a rapidly expanding company
How to Apply
Apply directly through the official job page:
https://www.pindrop.com/careers/director-customer-success/?gh_jid=7782445
Note: Applications are handled on the employer’s official website. WorkinVirtual is not responsible for the hiring process.