Pinpoint Applicant Tracking System · 9 hours ago
Customer Success Manager
United States
Full-time
Remote
Mid, Senior Level
3+ years expPinpoint Applicant Tracking System is a high-growth HR tech company that helps in-house recruitment teams attract, hire, and onboard the right talent. They are seeking an experienced Customer Success Manager to own a portfolio of customers, driving retention and expansion while building strong relationships and addressing technical challenges.
Communications InfrastructureProduct ManagementService IndustrySoftware
Responsibilities
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
Qualification
Required
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
Based in the US (EST or CST), with work authorization and willingness to travel up to 10%
Preferred
Experience in an early-stage or high-growth SaaS environment strongly preferred
Background in HR tech, recruiting tech, or hands-on recruiting experience is a strong plus
Benefits
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
Company
Pinpoint Applicant Tracking System
Pinpoint is the ATS that simplifies complex hiring for organizations managing multiple types of hiring.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Tom Luce
Co-Founder & CSO
Recent News
2024-05-03
GlobeNewswire News Room
2023-09-26
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