• As the VP, Customer Success, you will set the vision and strategy for our global Customer Success function, scaling a team that drives adoption, retention, advocacy and growth across Pindrop’s customers. • You’ll be accountable for customer health at scale, while serving as an executive sponsor for key customers, a senior escalation point and a key partner to Sales, Product and Marketing. • Define and execute annual and multi-year vision and operating model for Customer Success at Pindrop that drives value realization for all customers. • Understand what drives ARR retention as well as root causes of churn and compression. Drive mitigation strategies for customer-specific situations as well as patterns that impose on net dollar retention. • Lead the execution of proactive measures that prevent risk. • Build, develop and inspire high-performing, globally distributed teams including the Customer Success Managers (CSM), Fraud & Authentication Consulting Team (FACT) and Center of Excellence (CoE). • Design and optimize processes, tools (e.g., Gainsight, Tableau, Glean, ChatGPT, etc.) and playbooks to scale customer impact and establish clear standards that promote service consistency.