Customer Success Manager

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, supported, and excited to grow. Here’s what you’ll get:

• 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

A detailed overview of our benefits can be found here.

About Pinpoint

We’re changing the way companies hire, and rewriting the rules of recruitment.

We’re a high-growth HR tech company building software that makes hiring faster, fairer, and more human, fixing the broken processes that make it hard for great candidates and great companies to find each other.

Founded in 2018, we bootstrapped our way to 500+ customers and $5M ARR before raising private equity funding in 2023 to support our next stage of growth. Today, we’re a 90-person team across the U.K. and U.S., serving more than 1,000 organizations worldwide. We scale deliberately, with sensible unit economics and no layoffs, because we’re building for the long term—not the next funding round.

Our product is deep and configurable enough to support complex hiring workflows, yet simple enough for teams to love using every day. That balance is what makes Pinpoint different. We back it up with genuine care, including fast (under 90 seconds) support from real people who know the product.

Our culture is built on genuine transparency and values we actually use to make decisions. Even as we’ve moved past early-startup noise, everyone here still shapes how we operate—taking ownership, staying curious, and solving problems proactively. As we scale, we balance structure with flexibility while holding ourselves to a high bar for respect and kindness.

If you’re excited by meaningful problems, high ownership, and working with smart, kind teammates, we’d love to hear from you.