Enterprise Customer Success Manager

Pinpoint; London; Remote; GBP 50,000 - 90,000

Job description

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Enterprise Customer Success Manager

Department: Customer Success

Employment Type: Full Time

Location: United Kingdom

Reporting To: Chief Customer Officer

Description

Hi I'm Andy, Chief Customer Officer at Pinpoint.

We're a high-growth, 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, strong product-market fit, and happy customers.

Our rapid growth has brought exciting new challenges. This year, we've won 4 of our 10 largest customers, with Q2 ACV up 93% year-over-year. As we bring on more enterprise clients, we're looking for an experienced Enterprise Customer Success Manager to help us scale.

This is a high-impact role where you'll shape how we support enterprise customers. You have deep industry (HR/TA) expertise, thrive in strategic partnerships, and know how to navigate complex client needs. If you're passionate about delivering outstanding customer experiences and driving account growth in a fast-paced HR tech startup, this is your chance to make a real mark.

The fine print (but way more exciting):

• This remote role is based in the UK, home to our HQ. Our team is spread across the UK and US, with an evenly split customer base in 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-one of our biggest differentiators.
• Our product evolves rapidly. With monthly releases and high flexibility, you'll need to stay adaptable and continually learn to support unique client needs.
• You'll manage 30+ enterprise customers, working closely with the support team to drive satisfaction and success.
• You may travel up to 15% of the time for in-person meetups with your accounts.
• Your work will be dynamic. You'll balance proactive strategy with reactive problem-solving, always thinking about how Pinpoint can help customers run a world-class hiring process.
• Our values shape who we are and how we work. We're excited to meet candidates who share these principles and will bring these values to life in their work.

About the Role:

• Build and manage stakeholder relationships across enterprise accounts, ensuring high customer sentiment and advocacy.
• Partner with clients to define success metrics and create tailored success plans aligned with their business goals.
• Be the voice of the customer. Keep clients engaged with strategic insights, product updates, and best practices.
• Maximize customer value. Drive product adoption, engagement, and identify upsell opportunities that make a difference.
• Work cross-functionally with Sales, Product, Engineering, and Support to ensure customers have everything they need to succeed.
• Track and analyze customer health metrics to identify opportunities to drive more value with Pinpoint.

Tech Stack: Google Workplace, Notion, Slack, Zoom, Hubspot, Intercom, Lattice, Linear, Chargebee, Calendly, HiBob, Guru.

About You:

• 4+ years in Customer Success Management, specifically managing enterprise customers in HR tech SaaS.
• Relevant industry experience-you've either done CS within TA/HR tech or worked as a recruiter previously.
• Proven stakeholder management across large accounts-you build trust and turn customers into advocates.
• Calm under pressure. You're comfortable juggling up to 30 enterprise accounts at different lifecycle stages.
• Outcome-driven. You deeply understand customer goals and ask the right questions to drive success.
• Data-savvy. You analyze customer data, prioritize effectively, and organize daily tasks for impact.
• Always learning. You're eager to improve, adapt, and grow in a fast-moving environment.
• Team player. You actively contribute to the team's success and collaborate cross-functionally.
• Based in the UK, with full work authorization.

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.

A detailed overview of our benefits can be found here.