Senior Customer Success Manager - EMEA

remote work; United States; Remote; 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

About the role

Fingerprint provides enterprise level device intelligence to detect and stop online fraud. This role owns the Customer Success function for a portfolio of EMEA clients, guiding onboarding, adoption, and renewal outcomes as a trusted advisor.

What you'll do

• 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.
• Hold 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.

What they're looking for

• 6-10 years in a mid market or enterprise Customer Success role in B2B SaaS, tech or cybersecurity preferred.
• Experience handling full customer lifecycle from onboarding to renewals; upsell/cross-sell experience a plus.
• Familiarity with customer success platforms (eg Gainsight, Planhat), Zendesk, and Salesforce.
• Comfort working fully remote in an async environment and using tools like Slack, Google Workspace, and Zoom.
• Strong communication, presentation, and stakeholder management skills.
• Ability to work with macOS and leverage AI to improve efficiency.

For applicants in Nigeria

• The listing indicates remote work across the EMEA region; Nigeria may be eligible, but confirm timezone and location specifics before interviewing.
• Salary information is provided as a global range; local currency and specific pay details are determined by location.
• Company notes they do not sponsor visas; applicants must be authorized to work from their home location.
• Timezone expectations are not explicitly stated beyond EMEA coverage; confirm during interview.