Customer Success Manager

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. Our flagship open-source project is FingerprintJS (20K stars on GitHub).

We have raised $77M and are backed by Craft Ventures (previously invested in Tesla, Facebook, Airbnb ), Nexus Venture Partners (previously invested in Postman, Apollo.io,MinIO, Druva) and Uncorrelated Ventures (previously invested in Redis, Rollbar & Gradle).

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.

What you’ll be doing:

• 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

Who you are

Essential:

• 2-3 years experience in a Mid-Market/Enterprise SaaS Customer Success role
• Experience with Zendesk and Salesforce are a huge plus
• Based anywhere within North America

Nice to haves:

• 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

Compensation Range

$130k - $150k OTE For cash compensation, we set standard ranges for all US based roles based on function, level and geographic location, benchmarked against similar stage growth companies. In order to be compliant with local legislation, as well as to provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location. 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 location.

We 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. Fingerprint strives to foster an environment where our employees feel respected, valued and empowered, and our team members are at the forefront in helping us promote and sustain an inclusive workplace. We highly encourage people from underrepresented groups in tech to apply.

If you are applying as a resident of California, please read our CCPA notice here

If you are applying as a resident of the EU, please read our GDPR notice here