Customer Success Manager - US

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 and ensuring positive outcomes by managing their journey effectively.

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

Requirements:

• 3-6 years experience in a Mid-Market/Enterprise Customer Success Manager role
• Experience handling the full customer journey from onboarding to renewals; cross-sell and upsell experience is a huge plus!
• Comfortable operating in a fully remote, async-first environment
• Role requires proficiency with macOS and comfort working fully remotely using tools such as Slack, Google Workspace, and Zoom
• B2B SaaS, tech, and/or cybersecurity industry experience highly preferred
• Experience working in a Customer Success Platform (ie. Gainsight, Planhat, etc.), Zendesk, and Salesforce preferred
• Proficiency utilizing AI to increase efficiency of day to day tasks (ideally Claude and Gemini)