Manager, Customer Success Managers - EMEA

remote work; United States; Remote; USD 90.000 - 130.000; Vollzeit

Zusammenfassung

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

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

CS leadership

Forecasting

NRR/GRR targets

Tools

Planhat

Gainsight

Salesforce

Zendesk

Jobbeschreibung

About the role

Fingerprint helps enterprises detect and stop online fraud using device intelligence. This role leads a team of Customer Success Managers across EMEA and APAC, focusing on coaching, process improvement, and driving strong renewal and retention metrics.

What you'll do

• 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

What they're looking for

• 5-8 years of overall Customer Success experience in B2B SaaS
• 1-2 years of direct people management or team leadership experience
• 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
• Proficiency with CS platforms (e.g., Planhat, Gainsight), Salesforce, and Zendesk

For applicants in Nigeria

• The listing states this is a remote role across the EMEA region and can be based anywhere; Nigeria is implied as eligible by remote, global scope
• Timezone expectations: not specified in the listing; confirm during interview
• Employment type: not specified; the listing notes no visa sponsorship for Fingerprint staff
• Pay currency/range: salary range provided as USD; confirm local currency and payroll details during interview
• Other notes: regulatory and security restrictions may apply; verify eligibility and work authorization during interview