Job Description

Description

Hi I'm Alex, Head of UK Customer Success 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. Last year, we won 4 of our 10 largest customers, with Q2 ACV up 93% year-over-year. 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 where you'll own a book of business worth ~1.5-2M, balancing proactive, tech-driven engagement with in-person relationship building when it counts. Your North Star will be Net Revenue Retention -- retaining customers, ensuring adoption, and uncovering opportunities for upsell and expansion. If you're commercially minded, entrepreneurial, and thrive in a fast-paced SaaS environment, 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, with up to 20% travel. 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 40+ enterprise customers (1.5m BoB) working closely with the support team to drive satisfaction and success. Our

values

shape who we are and how we work. We're excited to meet candidates who will bring these values to life in their work.

About the Role:

Own commercial outcomes across your portfolio -- driving Net Revenue Retention (NRR) by retaining customers, mitigating risk, and proactively leading upsell and expansion opportunities Build and manage stakeholder relationships across accounts, ensuring high sentiment and advocacy that support renewal and growth Partner with clients to define success metrics and create tailored success plans aligned with their business goals Confidently lead upsell/expansion conversations -- shaping opportunities, and building business cases to close incremental revenue Act as the voice of the customer internally, providing insights and feedback to Sales, Product, Engineering, and Support Track and analyze customer health metrics, turning insights into action to reduce risk and maximize growth Balance strategic planning with day-to-day problem-solving, staying close to customer challenges and opportunities

Tech Stack:

Google Workplace, Notion, Slack, Zoom, Hubspot, Intercom, Linear, Guru.

About You:

3+ years in Customer Success with a proven track record of driving renewals, upsell, and expansion in B2B SaaS (ideally managing a >1M portfolio) Strong preference for experience in an early-stage startup or high-growth SaaS environment Commercially sharp -- comfortable building business cases, and shaping opportunities Entrepreneurial mindset -- proactive, creative, and comfortable in a fast-changing startup environment High ownership -- you run your portfolio like it's your own business and bring forward ideas, not just problems Calm under pressure and skilled at juggling multiple accounts at different lifecycle stages Data-driven -- you analyze customer health metrics, spot trends, and turn insights into strategy Background in HR tech / recruiting tech OR direct recruiting experience (agency or in-house) is a plus Based in the UK with work authorization and the ability to travel up to 20% of the time for on-site client visits

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

.

About Pinpoint

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

We build talent acquisition software, setting out to fix broken hiring processes that make it so hard for great candidates and great companies to find each other.

We do this by being the only applicant tracking system on the market that's both fast and easy to use, while being flexible enough to manage complex workflows as companies grow.

We believe attracting the right people and building the strongest teams means being different, not better. It means helping candidates understand what you do and don't offer--warts and all. And enabling your whole team to be part of the hiring process.

If you're looking for somewhere you can learn quickly, make a meaningful impact in a fast-paced business, and grow your career, you're in the right place.


We'll enable you to do your best work with the tools you need, support from the rest of the team, and an expectation that you'll challenge that status quo--helping us continually improve what we do.