Enterprise Customer Success Manager (Remote)

Fingerprint; Chicago (IL); Remote; 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 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.