Customer Success Manager - Remote

Overview

The Customer Success Manager at Pinpoint will manage a portfolio of customers, ensuring high retention rates and driving expansion in a fast-paced SaaS environment.

In Short

• Own a portfolio of 50 to 70 customers worth ~$1 to 1.5M ARR.
• Focus on Net Revenue Retention, retaining customers and driving expansion.
• Work in a remote role based in the US with up to 10% travel.
• Engage with customers through proactive and tech-enabled methods.
• Build strong relationships and provide technical support.
• Use data to identify risks and opportunities for upselling.
• Collaborate with internal teams to advocate for customer needs.
• Experience in a startup or scale-up B2B SaaS environment is preferred.
• Manage complex customer relationships and technical challenges.
• Contribute to a high-performance customer success culture.

Requirements

• 3+ years in Customer Success within B2B SaaS.
• Proven track record of renewals, upsell, and expansion.
• Experience managing a portfolio of ~$1M+ ARR.
• Comfortable owning revenue outcomes as a CSM.
• Experience supporting configurable or platform-style products.
• Commercially sharp and able to influence stakeholders.
• High-ownership mindset with problem-solving skills.
• Data-driven with the ability to spot trends.
• Background in HR tech or recruiting is a plus.
• Willingness to travel up to 10%.

Benefits

• Comprehensive healthcare coverage.
• Unlimited holidays for rest and recharge.
• Mental health support with immediate access to counseling.
• Retirement contributions through 401k or pension.
• Remote-first work culture with flexibility.
• Equity options for long-term value sharing.
• Fully paid parental leave up to 16 weeks.
• Annual learning budget for personal growth.