Head of Customer Success - EMEA & APAC

remote work; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Fingerprint is seeking a Customer Success leader to guide a distributed team across EMEA and APAC. You will coach 4-6 CSMs, drive renewals and expansion discussions, and oversee onboarding with scalable training and playbooks.

Your work will boost account health, forecast accuracy, and overall retention metrics. With 5–8 years in B2B SaaS CS and 1–2 years of people leadership, you’ll streamline CS processes and leverage tools like Planhat, Gainsight, Salesforce, and Zendesk to maximize team

Qualifications

• 5–8 years of CS experience in B2B SaaS.
• 1–2 years of direct people management or team leadership.
• Track record of helping teams hit NRR/GRR targets and accurate forecasting.
• Experience with CS processes and playbooks that improved team performance.
• Experience with EMEA customers and multi-time-zone coordination is a plus.

Responsibilities

• Lead, coach, and develop a team of 4-6 CSMs across EMEA and APAC.
• Guide complex renewals, churn risk management, and expansion conversations.
• Onboard and ramp new CSM hires with scalable training and playbooks.
• Monitor account health and forecast accuracy for the team’s book.
• Collaborate with Sales to identify upsell and cross-sell opportunities.
• Improve processes, onboarding, renewal cadence, and customer materials.

Skills

CS leadership

Forecasting

NRR/GRR targets

Tools

Planhat

Gainsight

Salesforce

Zendesk

Job description

Fingerprint is seeking a Customer Success leader to guide a distributed team across EMEA and APAC. You will coach 4-6 CSMs, drive renewals and expansion discussions, and oversee onboarding with scalable training and playbooks.

Your work will boost account health, forecast accuracy, and overall retention metrics. With 5–8 years in B2B SaaS CS and 1–2 years of people leadership, you’ll streamline CS processes and leverage tools like Planhat, Gainsight, Salesforce, and Zendesk to maximize team