Customer Success Manager - EMEA

Fingerprint; United States; À distance; GBP 45 000 - 79 000; Plein temps

Résumé du poste

Fingerprint is a remote-first company empowering customers with device intelligence and cybersecurity insights. The Customer Success Manager will onboard, drive adoption, and ensure renewals across the EMEA region in a fully remote environment.

You will lead onboarding to go-live, manage a client portfolio, and collaborate with CS Engineers, support, and product teams to resolve issues, pursue upsell opportunities, and maintain high satisfaction and health scores.

Qualifications

• 6-10 years of experience in a Mid-Market/Enterprise Customer Success Manager role.
• Experience handling onboarding through renewals; cross-sell and upsell experience is a huge plus.
• Experience with a Customer Success Platform (Gainsight, Planhat), Zendesk and Salesforce preferred.
• Comfortable operating in a fully remote, async-first environment.
• Proficiency using AI to increase efficiency (Claude and Gemini).

Responsabilités

• Lead transition from contract signature to implementation through go-live.
• Proactively manage a portfolio of clients, ensuring value realization and satisfaction with the product.
• Conduct regular meetings including integration reviews, quarterly business reviews, and onsite meetings with clients to make recommendations and highlight successes.
• Work with CS Engineers, support, and product managers to resolve implementation issues, bugs, and feature requests.
• Initiate conversations to uncover additional uses for Fingerprint as upsell and cross-sell motions.
• Monitor portfolio health and manage escalations; drive renewals with executive stakeholders.
• Maintain Salesforce and Planhat records and provide feedback to scale CS processes.
• Travel may be required.

Connaissances

Customer Success Management

Stakeholder Communication

Remote/Async Work

Cross-Sell & Upsell

Meeting Facilitation

AI Tools (Claude & Gemini)

Outils

Gainsight

Planhat

Zendesk

Salesforce

Slack

Google Workspace

Zoom

Description du poste

Fingerprint empowers enterprises to detect and stop online fraud with the world's most accurate device intelligence. We lead our industry with bleeding-edge identification capabilities and work on turning new ideas and discoveries in the fraud detection space into reality. Our customers range from innovative startups to leading enterprise companies, including Plaid, Dropbox, and Booking.com.

Fingerprint is a globally dispersed, 100% remote company.

We were named on on the 2026 Forbes Best Startup Employers list and ranked #803 on the 2026 Inc. 5000 list of America's fastest-growing private companies.

We have raised $77M and are backed by Craft Ventures (Tesla, Facebook, Airbnb ), Nexus Venture Partners ( Postman, Apollo.io, MinIO, Druva) and Uncorrelated Ventures ( Redis, Rollbar, Gradle).

Location Preference:

Remote, anywhere in the EMEA region

About The Role:

The Customer Success Team is the trusted advisor for building relationships, driving product adoption, and empowering our customers to achieve their goals. The Customer Success Manager acts as a trusted advisor for a variety of customers who represent various industries. You will support them on their journey to successfully onboard, increase user adoption and ultimately ensure a positive renewal outcome.

Responsibilities:

• Lead the transition from contract signature to implementation through to go-live
• Proactively manage a portfolio of clients, ensuring value realization and satisfaction with the product is achieved
• Conduct regular meetings including integration reviews, quarterly business review, and onsite meetings with clients to make recommendations and highlight successes
• Work closely with Customer Success Engineer, a support team, and product managers to resolve implementation issues, bugs, and feature requests
• Initiate conversations to uncover additional uses for Fingerprint as upsell and cross-sell motions
• Actively monitor the health of your client portfolio, identifying risks and managing escalations
• Drive renewals with executive level stakeholders, day-to-day contacts, and procurement teams
• Create and execute a success plan to achieve 120% NRR and 90% GRR within your book of business
• Maintain up to date records in Salesforce and Planhat, providing feedback to help the CS team processes scale
• Travel may be required

Qualifications:

• 6-10 years experience in a Mid-Market/Enterprise Customer Success Manager role
• B2B SaaS, tech, and/or cybersecurity industry experience highly preferred
• Experience handling the full customer journey from onboarding to renewals; cross-sell and upsell experience is a huge plus!
• Experience working in a Customer Success Platform (ie. Gainsight, Planhat, etc.), Zendesk, and Salesforce preferred
• Comfortable operating in a fully remote, async-first environment
• Proficiency utilizing AI to increase efficiency of day to day tasks (ideally Claude and Gemini)
• Role requires proficiency with macOS and comfort working fully remotely using tools such as Slack, Google Workspace, and Zoom.
• Balances proactive and reactive customer needs; effectively prioritizing internal and external tasks
• Effective at leading and facilitating meetings with attendees ranging from technical contacts to executive stakeholders
• Strong communication skills; you pride yourself on being personable, concise and compelling communicator - in writing, in conversation, and in front of an audience
• Empathy, diplomacy, and poise under pressure when working through customer concerns
• Put team above yourself - elevating the group's performance through proactive collaboration and knowledge-sharing

Compensation & Transparency

At Fingerprint, we believe in pay transparency — it's part of how we operate as a distributed, remote-first team. Salaries are based on function, level, and geographic location, benchmarked against similar stage growth companies.

Because this role is open across the EMEA region and can be based anywhere our team members work from, the salary range reflects that geographic breadth: $59,000 - $105,000 (OTE $71,000 - $126,000).

Some example salaries for specific locations are below:

Slovenia: $59,000 - $68,000 (OTE $71,000 - $82,000)

United Kingdom: $91,000 - $105,000 (OTE $109,000 - $126,000)

Final offer amounts are determined by multiple factors, including the successful candidate's location, experience, and expertise, and may vary from the amounts listed above.

Due to regulatory and security reasons, there's a small number of countries where we cannot have Fingerprint teammates based. Additionally, because Fingerprint is an all-remote company and people can join our workforce from almost any country, we do not sponsor visas. Fingerprint teammates need to be authorized to work from their home location.

We are dedicated to creating an inclusive work environment for everyone. We embrace and celebrate the unique experiences, perspectives and cultural backgrounds that each employee brings to our workplace. Fingerprint strives to foster an environment where our employees feel respected, valued and empowered, and our team members are at the forefront in helping us promote and sustain an inclusive workplace. We highly encourage people from underrepresented groups in tech to apply.

If you are applying as a resident of California, please read our CCAA notice here.

If you are applying as a resident of the EU, please read our GDPR notice here.