Manager, Customer Success – EMEA

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

📋 Description

• Lead, mentor, and nurture a team of 4–6 Customer Success Managers across EMEA and APAC.

• Conduct regular 1:1s and team meetings, providing clear and timely feedback.

• Guide CSMs through intricate renewals, churn risks, and expansion discussions.

• Act as the primary point of escalation for CSMs.

• Interview, train, and onboard new CSM recruits.

• Address any performance gaps and collaborate with management as necessary.

• Oversee account health, renewals, integration progress, utilization, and churn/downsell risks.

• Maintain an accurate forecast and communicate risks to leadership along with recommendations.

• Collaborate with Sales on upselling and cross-selling opportunities.

• Enhance processes, playbooks, documentation, onboarding, account planning, renewal cadence, and customer-facing materials.

• Ensure accurate data in Salesforce and Planhat.

• Represent the needs of the team and customer feedback to Sales, Support, CSE, and Product.

• Prioritize initiatives that impact ARR appropriately.

⛳️ Requirements

• Proven experience as a Customer Success Manager in B2B SaaS, managing the entire customer journey from onboarding to renewal.

• 5–8 years of comprehensive Customer Success experience.

• A minimum of 1–2 years in a direct management role overseeing a team of CSMs or other customer-facing positions.

• Demonstrated success in helping a team achieve NRR/GRR targets and accurate forecasting.

• Experience in enhancing Customer Success processes and playbooks with quantifiable outcomes.

• Familiarity with EMEA customers.

• Experience with Customer Success platforms such as Planhat or Gainsight, as well as Salesforce and Zendesk.

• Excellent, direct communication skills with both technical contacts and executive stakeholders.

• Adaptable to a fully remote, asynchronous work environment.

• Proficient in using macOS, Slack, Google Workspace, and Zoom.

• Competent in utilizing AI tools, ideally Claude and Gemini.

• Willingness to travel for customer engagements and Fingerprint events.

• Ability to work from home with authorization; Fingerprint does not sponsor visas.

🏝️ Benefits

• 100% remote work opportunity.

• Flexibility to work remotely from anywhere within the EMEA region.

• Experience a fully remote, asynchronous work culture.

• Collaborate with a globally distributed team.

• Travel opportunities for customer meetings and Fingerprint events.