Manager, Customer Success
Manager, Customer Success
Department: Customer Success
Employment Type: Full Time
Location: United States
Reporting To: Chief Executive Officer
Description
- This is a remote role based in the U.S., with a few in-person team meetups each year. Our HQ is in Jersey, UK, and our 80-person team is spread across the U.K. and U.S.
- Our product is deep, flexible, and genuinely complex. At the same time, we serve a wide variety of customers across many different industries and sizes.
- Our average contract values are relatively low given the depth and complexity of our product, which means each CSM manages around 50 accounts with an average book size of $2 million ARR. Driving efficient, high-quality execution at scale is essential.
- Pinpoint isn’t for everyone. We’re still in startup mode. Things move fast, some processes are still evolving, and you’ll need to be proactive, adaptable, and hands-on.
- Our values shape how we work. We’re looking for people who embody these values in everything they do.
About the Role
- Managing and coaching a team of 4 Customer Success professionals to achieve implementation, retention, renewal, and upsell goals
- Building the muscle for renewals and upsells—ensuring each team member understands how to spot, shape, and close expansion opportunities
- Overseeing the customer experience for 500+ U.S. accounts, including managing a small book of strategic accounts
- Monitoring customer health and usage metrics to proactively address risks and drive account success
- Serving as an escalation point for high-impact customer issues
- Partnering with RevOps, UK Head of CS, Sales, Product, and Marketing to implement playbooks, share customer insights, and support expansion
- Leading hiring and onboarding efforts as the team grows
About You
- Proven track record leading Customer Success teams in B2B SaaS, with experience managing CSMs focused on implementation, adoption, renewals, and expansion.
- Comfortable supporting a technically complex product with diverse customer workflows
- Strong people manager — you lead with empathy, structure, and accountability
- Proven track record of driving retention and expansion with a strong commercial mindset that understands how Customer Success impacts revenue
- Hands-on and high-agency — you’re happy rolling up your sleeves
- Excellent communicator who can influence across functions
- Deep understanding of customer value drivers and post-sale customer journeys
- Experience in a high-growth or startup environment
- Based in the U.S. (EST or CST preferred) with valid work authorization
- Proven track record of acting on and making decisions that align with our core values
What We Offer
- 🩺 Gold-plated healthcare – The best medical, dental, and optical coverage money can buy. We’ve got you (and your family) covered
- 🏝️ Unlimited holidays – Work-life balance matters. Take the time you need to rest, recharge, and enjoy life
- 🧠 Mental health support – Unlimited, immediate access to professional counseling through Spill—because your well-being comes first
- 💰 Retirement matching – A competitive plan to help you hit your long-term financial goals
- 🌍 Remote-first culture – Work where you're most productive. As a remote-first team, we prioritize flexibility and trust
- 📈 Meaningful equity – You’re helping build something special, and you should share in its success
- 👶 Generous parental leave – Up to 16 weeks of fully paid leave to support new parents
- 📚 Learning budget – Annual funds for courses, books, or anything else that fuels your personal and professional growth
- 💻 Top-of-the-line equipment – MacBook Pro, 4K monitors, and all the right tools to do your best work
- 🤝 A team that’s got your back – Smart, driven, kind people who want you to succeed, our clients to be wowed, and our business to grow
A detailed overview of our benefits can be found here.
Average salary estimate
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