Customer Success Manager

Customer Success Manager Department: Customer Success Employment Type: Full Time Location: United States Reporting To: Head of Customer Success Description Hi I'm Paul, Head of US Customer Success at Pinpoint. We’re a high-growth HR tech company building and selling software that helps in-house recruitment teams attract, hire, and onboard the right talent. Today, we have a strong foundation in place, with a mature product, rapid growth, strong product–market fit, and happy customers. Our rapid growth has brought exciting new challenges. In H2 of 2025, we won 3 of our 4 largest US customers. As we bring on more complex clients, we're looking for an experienced Customer Success Manager to help us scale. This is a high-impact, hands-on role. You’ll own a portfolio of 40–60 customers worth ~$1–1.5M ARR, balancing proactive, tech-enabled engagement with in-person relationship building when it matters most. Your North Star is Net Revenue Retention — retaining customers, mitigating risk, and driving expansion. If you’re commercially minded, entrepreneurial, and thrive in a fast-moving SaaS environment, this is a chance to make a real mark. The fine print (but way more exciting): • This remote role is based in the US (EST or CST only), with up to 10% travel. Our team is spread across the UK and US, with an evenly split customer base across both regions • We set the bar high for customer success. Our G2 and Capterra reviews show that clients consistently rave about our Support and Success teams • This role is best suited to someone who has worked in a startup or scale-up B2B SaaS environment, where ambiguity, pace, and ownership are the norm • Our product is a configurable, platform-style platform serving multiple personas, with monthly releases. Supporting customers requires navigating workflows, configuration, integrations, and ongoing change. • Our values actually matter here. We hire people who reflect them in how they work, collaborate, and make decisions About the Role: • Own renewals and expansion end-to-end across your portfolio, with full accountability for Net Revenue Retention • Drive retention by proactively identifying risk, influencing adoption, and leading renewal strategy • Confidently lead upsell and expansion conversations, shaping opportunities, building business cases, and closing incremental revenue • Build strong multi-stakeholder relationships across accounts, ensuring high customer sentiment, advocacy, and long-term value • Support customers through complex technical challenges, including managing escalations and staying close to day-to-day product issues in partnership with Support and Product • Use on-site visits strategically to unblock risk, deepen relationships, and secure renewals or expansion when it counts • Partner with customers to define success metrics and create tailored success plans aligned to their business goals • Act as the voice of the customer internally, feeding insights into Product, Engineering, Sales, and Support • Track and analyze customer health signals, spotting usage, maturity, and growth-based expansion opportunities and turning insight into action • Balance strategic planning with day-to-day problem solving, staying close to customer reality Tech Stack: Google Workplace, Notion, Slack, Zoom, Hubspot, Intercom, Linear, Guru. What Success Looks Like: • First 30 days: Build a deep understanding of the product, customer base, and renewal landscape; establish trust internally and with customers • By 60 days: Independently running your portfolio, leading customer conversations, identifying risk and expansion opportunities • By 90 days: Fully owning renewals and expansion across your book, driving strong engagement and contributing to 100%+ Net Revenue Retention About You: • 3+ years in Customer Success within B2B SaaS, with a proven track record of renewals, upsell, and expansion • Experience in an early-stage or high-growth SaaS environment strongly preferred • Experience managing a meaningful commercial portfolio (ideally ~$1M+ ARR, 30–80+ accounts) • Comfortable owning revenue outcomes as a CSM and being measured on NRR • Experience supporting configurable or platform-style B2B SaaS products, rather than simple point solutions • Comfortable working across multiple customer personas, from day-to-day operators to senior decision-makers • Commercially sharp, able to build business cases and influence stakeholders with credibility • High-ownership mindset — you run your portfolio like a business • Calm under pressure and effective at managing proactive lifecycle engagement alongside reactive problem-solving when things go wrong • Data-driven, able to spot trends and turn insight into action • Background in HR tech, recruiting tech, or hands-on recruiting experience is a strong plus • Based in the US (EST or CST), with work authorization and willingness to travel up to 10% What We Offer: We want Pinpoint to be the best place you’ve ever worked—somewhere you feel valued, supported, and excited to grow. Here’s what you’ll get: • Comprehensive healthcare – Excellent medical, dental, & vision coverage for you and your family • Unlimited holidays – Take the time you need to rest and recharge • Mental health support – Unlimited, immediate access to professional counseling via Spill • Retirement contributions – 401k or pension contributions depending on your location • Remote-first – Work where you’re most productive, with flexibility and trust as the default • Equity with real upside – Share in the long-term value you help create • Fully paid parental leave – Up to 16 weeks of paid leave for new parents • Learning budget – Annual funds for courses, books, or anything that supports your growth A detailed overview of our benefits can be found here.