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Customer Success Manager

March 19, 2026

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,

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...