Remote Enterprise Customer Success Manager - EMEA

Fingerprint; United States; Remote; USD 59,000 - 105,000; Full time

Job summary

Fingerprint is a globally distributed, remote-first company redefining device identity to prevent online fraud. As a Customer Success Manager you will onboard, drive adoption, and renewals for a diverse set of customers across industries, operating in a fully remote, async environment.

You will collaborate with CS Engineers, support, and product teams to resolve issues, harness AI tools for efficiency, and manage relationships with executive stakeholders.

Qualifications

• 6-10 years experience in a Mid-Market/Enterprise Customer Success Manager role.

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.

Skills

Customer success management

SaaS

Cross-functional collaboration

Remote/async work

AI tools proficiency

Executive communication

Meeting facilitation

Account governance

Tools

Gainsight

Planhat

Zendesk

Salesforce

Slack

Google Workspace

Zoom

macOS

Job description

Fingerprint is a globally distributed, remote-first company redefining device identity to prevent online fraud. As a Customer Success Manager you will onboard, drive adoption, and renewals for a diverse set of customers across industries, operating in a fully remote, async environment.

You will collaborate with CS Engineers, support, and product teams to resolve issues, harness AI tools for efficiency, and manage relationships with executive stakeholders.