Customer Success Manager - US

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.

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What You’ll Be Doing:

• 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

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What We Are Looking For:

• 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.

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 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

Location Preference: Remote, anywhere in the US

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Compensation & Transparency

For US-based employees, the cash base compensation range for this role is $110,000 - $130,000 (OTE $130,000 - $155,000). 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.