Customer Success Manager

We are seeking a proactive and customer-focused Customer Success Manager (CSM) to join our team in Austin, TX. At Pin Drop, exceptional customer service and quality of service are at the heart of everything we do. As a CSM, you will be responsible for ensuring our customers achieve their desired outcomes with our geolocation-based platform by delivering a world-class customer experience. This role involves onboarding, training, nurturing customers, driving adoption, and identifying expansion opportunities. We are looking for someone who can work independently, take ownership of customer relationships, and embody our commitment to service excellence. With a significant performance-based compensation structure, this role is ideal for someone who thrives on delivering value to customers and is motivated by uncapped earning potential.

• ‍Onboarding and Training: Lead new customers through the onboarding process, including product setup, training sessions, and initial use case development to ensure a smooth transition and early success, delivering a high-quality experience from the start.‍
• Customer Relationship Management: Build and maintain strong, long-term relationships with customers, deeply understanding their goals, challenges, and how our product can help them succeed. Your focus will always be on delivering exceptional service and ensuring every interaction reflects our commitment to quality.
• Customer Retention and Expansion: Monitor customer health and proactively engage customers to drive adoption, prevent churn, and identify upsell and cross-sell opportunities, ensuring that customers feel valued and supported throughout their journey with us.‍
• Feedback and Insights: Act as the voice of the customer within Pin Drop, gathering feedback on their experience and working closely with product and marketing teams to continuously improve our offerings and customer satisfaction.‍
• Data-Driven Decision Making: Utilize customer data and health scoring tools to proactively identify at-risk accounts and work to mitigate churn while also identifying potential advocates for referrals and case studies. Your ability to interpret data will drive better customer experiences and outcomes.‍
• Continuous Improvement: Contribute to the development of customer success processes, playbooks, and best practices to ensure consistency in delivering high-quality service.‍
• Collaboration: Collaborate closely with sales, marketing, and product teams to ensure a seamless customer experience and align on strategies that foster growth and customer retention, always keeping service quality at the forefront.

• Service-Oriented Mindset: Deeply passionate about customer service and committed to delivering high-quality service at every touchpoint.
• Proactive and Self-Motivated: A self-starter who takes initiative, operates independently, and is eager to exceed customer expectations and drive customer success.
• Customer-Centric: A natural ability to understand customer needs and challenges and deliver solutions that provide real value.
• Resilient and Adaptable: Comfortable in a fast-paced, changing environment and able to adapt quickly to new situations and challenges.
• Excellent Communicator: Strong communication and interpersonal skills, with the ability to engage with customers at all levels and build trusted relationships.
• Team-Oriented: Collaborative and works well across teams, contributing to a positive and supportive team culture.

• Experience in Customer Success: 3+ years of experience in a customer success, account management, or a related role, preferably in SaaS or tech.
• Technical Acumen: Ability to understand technical concepts and explain them to both technical and non-technical audiences.
• Data-Driven Mindset: Proficiency with CRM tools (e.g., HubSpot, Salesforce) and customer success platforms (e.g., Gainsight, ChurnZero) to manage customer data and identify growth opportunities.
• Upsell and Cross-Sell Strategies: Experience in identifying upsell and cross-sell opportunities and collaborating with sales to expand customer accounts.
• Problem-Solving: Strong analytical and problem-solving skills, with the ability to think critically and strategically about customer needs.

• Base Salary: $50,000+ per year, depending on experience and skills. This lower base reflects the substantial earning potential through variable compensation.
• Commission and Bonus Structure: Earn up to 15% of the expansion and renewal revenue generated from managed accounts, with no cap on potential earnings.
• On-Target Earnings (OTE): Potential OTE could range from $80,000+ per year, depending on the volume of renewals and expansions managed. High performers could exceed these amounts significantly with the generous, uncapped commission structure.
• Equity Options: 0.01% to 0.1% equity, providing an opportunity to have a stake in the company’s growth and success.
• Benefits: Comprehensive health, dental, and vision insurance, competitive paid time off (PTO), and flexible working arrangements.
• Professional Development: Opportunities for growth, learning, and career advancement, including training, mentorship, and potential transition to more senior customer success roles.