Customer Success Manager

Who you are

• 6-10 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

What the job involves

• 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 represent various industries
• You will support them on their journey to successfully onboard, increase user adoption and ultimately ensure a positive renewal outcome
• 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

Benefits

• Competitive salary: We offer competitive salaries and equity because we believe all employees should own a part of Fingerprint.
• Flexible Time Off: To prioritize work-life balance, we even have a minimum vacation days target to encourage everyone gets the rest they need.
• Remote-first: We work asynchronously and respect time-zone differences. Choose where and when you do your work best.
• Tech: We hook you up with a MacBook so you can do your best work (you get to keep it after 4 years).
• Culture: We're a small team with a lean hierarchy where you can make a real impact in shaping the company culture. Come grow with us!
• Fun: We meet up as a company once a year (We went to Mexico City in 2023!) and teams meet up in smaller groups throughout the year.
• Grow With Us: We want you to grow with us, so we offer a $600 yearly budget that you can spend to learn new stuff.
• Personal Development: We give you the freedom to grow and experiment. Work on open-source projects and try new things and ideas.