Customer Success Manager

United StatesFull Timemid

Customer Success ManagerCustomer

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Quick Summary

Overview

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.

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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 50 to 70 customers worth ~$1 to 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