Fingerprint empowers developers to stop online fraud at the source.We work on turning radical new ideas in the fraud detection space into reality. Our products are developer-focused and our clients range from solo developers to publicly traded companies. We are a globally dispersed, 100% remote company with a strong open-source focus.The Customer Success Team is the trusted advisor for building relationships, driving product adoption, and empowering our customers to achieve their goals. The Customer Success Manager acts as a trusted advisor for a variety of customers who operate across a number of industries spanning fintech, e-commerce, gaming and identity. You will support them on their journey to successfully onboard, identify other ways Fingerprint can provide them value, and ultimately ensure a positive renewal outcome.What You’ll Be Doing:Lead the transition from contract signature to implementation through to go-liveProactively manage a portfolio of clients, ensuring value realization and satisfaction with the product is achievedConduct regular meetings including integration reviews, quarterly business review, and onsite meetings with clients to make recommendations and highlight successesWork closely with Customer Success Engineer, a support team, and product managers to resolve implementation issues, bugs, and feature requestsInitiate conversations to uncover additional uses for Fingerprint as upsell and cross-sell motionsActively monitor the health of your client portfolio, identifying risks and managing escalationsDrive renewals with executive level stakeholders, day-to-day contacts, and procurement teamsCreate and execute a success plan to achieve 120% NRR and 90% GRR within your book of businessMaintain up to date records in Salesforce and Planhat, providing feedback to help the CS team processes scaleTravel may be requiredWhat We Are Looking For:3-6 years experience in a Mid-Market/Enterprise Customer Success Manager roleB2B SaaS, tech, and/or cybersecurity industry experience highly preferredExperience 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 environmentProficiency 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.Nice to haves: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 stakeholdersStrong communication skills; you pride yourself on being personable, concise and compelling communicator - in writing, in conversation, and in front of an audienceEmpathy, diplomacy, and poise under pressure when working through customer concernsPut team above yourself - elevating the group's performance through proactive collaboration and knowledge-sharingLocation Preference: Remote, anywhere in the USCompensation & TransparencyFor US-based employees, the cash base compensation range for this role is $100,000 - $125,000 (OTE $120,000 - $150,000). We set standard ranges for all US roles based on function, level, and geographic location, benchmarked against similar stage growth companies. To comply with local legislation and provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location. However, these ranges are specific to the hiring location and may differ within or outside the US. Final offer amounts are determined by multiple factors, including geographic location as well as candidate experience and expertise, and may vary from the amounts listed above.Offers vary depending on, but not limited to, relevant experience, education, certifications/licenses, skills, training, and market conditions. Due to regulatory and security reasons, there’s a small number of countries where we cannot have Fingerprint teammates based. Additionally, because Fingerprint is an all-remote company and people can join our workforce from almost any country, we do not sponsor visas. Fingerprint teammates need to be authorized to work from their home locationWe are dedicated to creating an inclusive work environment for everyone. We embrace and celebrate the unique experiences, perspectives and cultural backgrounds that each employee brings to our workplace.If you are applying as a resident of California, please read our CCPA notice
hereIf you are applying as a resident of the EU, please read our GDPR notice
here
3 days ago