Remote Enterprise Customer Success Leader

Fingerprint; United States; A distancia; GBP 45.000 - 79.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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).

Responsabilidades

• 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.

Conocimientos

Customer Success Management

Stakeholder Communication

Remote/Async Work

Cross-Sell & Upsell

Meeting Facilitation

AI Tools (Claude & Gemini)

Herramientas

Gainsight

Planhat

Zendesk

Salesforce

Slack

Google Workspace

Zoom

Descripción del empleo

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.