Customer Success Manager

This is a fully remote position, open to applicants in Europe.

📋 Description

• Oversee the transition from contract signing to implementation until go-live.

• Actively manage a client portfolio, ensuring the realization of product value and high levels of customer satisfaction.

• Perform integration reviews, quarterly business evaluations, and in-person meetings with clients.

• Work closely with Customer Success Engineers, support teams, and product managers to address implementation challenges, bugs, and feature requests.

• Recognize additional use cases for upselling and cross-selling opportunities.

• Monitor the health of the portfolio, identify risks, and handle escalations effectively.

• Facilitate renewals with executive stakeholders, daily contacts, and procurement teams.

• Develop and implement success plans aimed at achieving 120% Net Revenue Retention (NRR) and 90% Gross Revenue Retention (GRR).

• Keep accurate records in Salesforce and Planhat, providing feedback for process scaling.

• Travel may be necessary.

⛳️ Requirements

• 6-10 years of experience in a Mid-Market/Enterprise Customer Success Manager position.

• B2B SaaS, technology, or cybersecurity industry experience is strongly preferred.

• Proven experience managing the entire customer journey from onboarding through to renewals; experience in cross-selling and upselling is a significant advantage.

• Familiarity with Customer Success Platforms (such as Gainsight, Planhat, etc.), Zendesk, and Salesforce is preferred.

• Comfortable working in a fully remote, asynchronous environment.

• Skilled in leveraging AI to enhance daily task efficiency, preferably with Claude and Gemini.

• Proficient in macOS and adept at working remotely using Slack, Google Workspace, and Zoom.

• Capable of prioritizing both internal and external tasks effectively.

• Ability to lead and facilitate meetings with technical contacts and executive stakeholders.

• Excellent written and verbal communication skills.

• Demonstrates empathy, diplomacy, and composure under pressure.

• Proactive in collaboration and knowledge sharing.

• Must be authorized to work from their home location; Fingerprint does not sponsor visas.

🏝️ Benefits

• 100% remote work opportunity.

• Remote work available anywhere within the EMEA region.

• An inclusive work environment.

• Visa sponsorship is not available; teammates may work from their home location if authorized.