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Fingerprint · 1 month ago

Customer Success Manager - EMEA

United States

Full-time

Remote

Entry, Mid Level

2+ years exp

Fingerprint is a company that empowers developers to stop online fraud at the source. The Customer Success Manager will act as a trusted advisor, managing client relationships, driving product adoption, and ensuring customer satisfaction throughout their journey with the company's products.

Cyber SecurityFraud DetectionSoftware

Growth Opportunities

No H1B

Responsibilities

Facilitate the transition out of implementation to go-live

Manage a portfolio of clients and make certain a high level of satisfaction with the product is achieved

Create a plan to ensure client success

Conduct regular meetings with clients to make recommendations on using the product and future product enhancements to provide continuous success in business processes

Provide best practice recommendations, expert-level application support and assist in solving point-in-time challenges

Work with product development and technical support to resolve customer issues/concerns

Proactively monitor the health of your client portfolio and identify/manage escalations and churn risks

Experience conducting virtual meetings with internal and external customers

Travel may be required

Qualification

Customer Success ManagementSaaS ExperienceZendeskSalesforceEmpathyDiplomacyCommunication SkillsTeam Collaboration

Required

2-3 years experience in a Mid-Market/Enterprise SaaS Customer Success role

Experience conducting virtual meetings with internal and external customers

Travel may be required

Preferred

Experience with Zendesk and Salesforce are a huge plus

Effectively prioritizes, multitasks, and engages with customers

Effective at leading and facilitating meetings ranging from admin/owners to executive level

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