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Manager, Customer Success

Pinpoint • Washington, District of Columbia, United States • Full-time

$80,000

per year

B2B SaaS Customer Success Team Management employee well-being account retention

Job Description

Manager, Customer Success

Department: Customer Success

Employment Type: Full Time

Location: United States

Reporting To: Chief Executive Officer

Description

Hi 👋 I’m Tom, CEO at Pinpoint.

We’re a high-growth, bootstrapped HR tech start-up 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.

As our U.S. customer base grows rapidly, managing a diverse portfolio of accounts with varied needs and workflows requires focused leadership Our talented Customer Success team is doing great work (just look at our G2 and Capterra reviews), but we need a dedicated U.S.-based leader to provide focused management, drive consistent execution, and deliver strong commercial outcomes through retention, renewals, and expansion.

To that end, we’re hiring a Manager of Customer Success to oversee our U.S.-based CSM team (currently 4 members), support 500+ customers, and deliver an excellent experience at scale. The strategy and systems are in place — we’re looking for someone to run the function day-to-day, coach the team, and drive retention, renewals, and expansion.

This role is ideal for a Customer Success leader ready to own and scale a growing, complex customer base. Whether you’re managing a small team and looking for your next step or have led a larger org but want to return to a hands-on, execution-focused role, this is a leadership position for someone who takes full ownership of results, loves working directly with customers and teams, and is driven by impact.

The fine print (but way more exciting):

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

You’ll be responsible for leading our U.S. Customer Success team and ensuring our customers stay successful, satisfied, and engaged. Your impact will be measured by how well you drive customer retention (GRR), revenue growth and account expansion (NRR), product adoption and onboarding effectiveness (Customer time-to-value), team performance and engagement, and overall customer health.

This is an execution-focused role: you’ll drive performance, reinforce playbooks, and hold the team accountable to results. Your day-to-day responsibilities include:

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

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:

🩺 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