Senior CS Manager, Remote (EMEA) – Onboarding to Renewal

remote work; United States; On-site; USD 100,000 - 150,000; Full time

Job summary

Fingerprint is seeking a Customer Success leader to own the CS function for a portfolio of EMEA clients, guiding onboarding, adoption, and renewal outcomes as a trusted advisor.

You will manage onboarding to renewal, lead implementation, run regular reviews, identify upsell opportunities, monitor health, and maintain records in Salesforce and Planhat, all in a fully remote, async environment.

Qualifications

• 6–10 years in mid-market or enterprise CS in B2B SaaS or cybersecurity.
• Experience from onboarding to renewals; upsell/cross-sell a plus.
• Familiar with CS platforms (Gainsight, Planhat), Zendesk, and Salesforce.
• Comfort with fully remote async work using Slack, Google Workspace, and Zoom.
• Strong communication and stakeholder management.
• Ability to work with macOS and leverage AI for efficiency.

Responsibilities

• Manage a portfolio of clients from onboarding to renewal, driving value realization.
• Lead implementation from contract signature to go live and coordinate with cross functional teams.
• Holding regular meetings such as integration reviews and quarterly business reviews with clients.
• Identify upsell and cross sell opportunities and engage stakeholders at multiple levels.
• Monitor account health, manage risks, and resolve escalations with a focus on net retention goals.
• Maintain accurate records in Salesforce and Planhat to help scale the CS function.

Skills

Enterprise CS

Client lifecycle management

Stakeholder management

Remote collaboration

Sales awareness

Tools

Gainsight

Planhat

Zendesk

Salesforce

Job description

Fingerprint is seeking a Customer Success leader to own the CS function for a portfolio of EMEA clients, guiding onboarding, adoption, and renewal outcomes as a trusted advisor.

You will manage onboarding to renewal, lead implementation, run regular reviews, identify upsell opportunities, monitor health, and maintain records in Salesforce and Planhat, all in a fully remote, async environment.