Customer Success Manager - US

Fingerprint; Chicago (IL); On-site; USD 100,000 - 125,000; Full time

Job summary

Fingerprint is a remote-first company delivering device intelligence to prevent fraud. The Customer Success Manager will onboard and guide enterprise clients, drive adoption, and ensure renewals across fintech, ecommerce, gaming, and identity sectors.

You'll own implementation from contract to go-live, manage a portfolio, run reviews, and coordinate with CS Engineers, product managers, and sales to identify upsell opportunities and realize strong NRR.

Qualifications

• 3–6 years in a Mid-Market/Enterprise CSM role.
• B2B SaaS, tech and/or cybersecurity experience preferred.
• Experience managing full customer journey from onboarding to renewals; upsell a plus.
• Experience with CS platforms (Gainsight/Planhat), Zendesk, Salesforce preferred.
• Comfortable in a fully remote, async-first environment.
• Proficient with AI to increase efficiency (Claude & Gemini).
• MacOS proficiency; adept with Slack, Google Workspace, Zoom.
• Strong communication, empathy and collaboration.

Responsibilities

• Lead transition from contract to implementation and go-live.
• Proactively manage a portfolio ensuring value and satisfaction.
• Conduct regular meetings including reviews and onsite as needed.
• Work with CS Eng, support, and PMs to resolve issues and feature requests.
• Initiate conversations to uncover upsell opportunities.
• Monitor portfolio health, manage risks and escalations.
• Drive renewals with executive stakeholders and procurement.
• Create a success plan to achieve 120% NRR and 90% GRR.
• Maintain records in Salesforce and Planhat; feedback for scale.

Skills

Customer relationship management

B2B SaaS

Cross-sell & upsell

Executive stakeholder management

AI productivity tools

Tools

Gainsight

Planhat

Zendesk

Salesforce

Job description

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 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).

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 operate across a number of industries spanning fintech, e-commerce, gaming and identity. You will support them on their journey to successfully onboard, identify other ways Fingerprint can provide them value, 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

• 3-6 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

Location Preference

Remote, anywhere in the US

Compensation & Transparency

For US-based employees, the cash base compensation range for this role is $100,000 - $125,000 (OTE $120,000 - $150,000). We set standard ranges for all US roles based on function, level, and geographic location, benchmarked against similar stage growth companies. To comply with local legislation and provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location. However, these ranges are specific to the hiring location and may differ within or outside the US. Final offer amounts are determined by multiple factors, including geographic location as well as candidate 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 CCPA notice here.

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