Note: The job is a remote job and is open to candidates in USA. Fingerprint empowers developers to stop online fraud at the source. The Customer Success Manager acts as a trusted advisor for a variety of customers, supporting them in onboarding, ensuring product value realization, and driving positive renewal outcomes.
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
- 3-6 years experience in a Mid-Market/Enterprise Customer Success Manager role
- B2B SaaS, tech, and/or cybersecurity industry experience highly preferred
- Experience handling the full customer journey from onboarding to renewals; cross-sell and upsell experience is a huge plus!
- Experience working in a Customer Success Platform (ie. Gainsight, Planhat, etc.), Zendesk, and Salesforce preferred
- Comfortable operating in a fully remote, async-first environment
- Proficiency utilizing AI to increase efficiency of day to day tasks (ideally Claude and Gemini)
- Role requires proficiency with macOS and comfort working fully remotely using tools such as Slack, Google Workspace, and Zoom
- Balances proactive and reactive customer needs; effectively prioritizing internal and external tasks
- Effective at leading and facilitating meetings with attendees ranging from technical contacts to executive stakeholders
- Strong communication skills; you pride yourself on being personable, concise and compelling communicator - in writing, in conversation, and in front of an audience
- Empathy, diplomacy, and poise under pressure when working through customer concerns
- Put team above yourself - elevating the group's performance through proactive collaboration and knowledge-sharing
Company Overview