Job Description

Stragetic Customer Success Manager (West Coast)

Fingerprint empowers developers to stop online fraud at the source. Fingerprint is a globally dispersed, 100% remote company with a strong open-source focus. Our flagship open-source project is FingerprintJS.

Location: West Coast, San Francisco Bay Area preference.

Overview

The Strategic Customer Success Manager acts as a trusted advisor for our most strategic customers across various industries. You will support onboarding, drive product adoption, and ensure a positive renewal outcome.

What you\'ll be doing

• Own the health and retention of accounts starting from contract execution. Drive pre-sales activities and implementation to go live/steady state. Own the post-sales customer lifecycle from onboarding through growth and renewal.
• Manage a portfolio of clients and ensure a high level of satisfaction with the product.
• Create a plan to ensure client success with measurable outcomes and the ability to guide complex global organizations.
• Conduct regular meetings with clients to drive product adoption by linking capabilities with critical business workflows.
• Help create, define and achieve goals and KPIs based on the customer\'s North Star metric.

Cross-functional collaboration

• Partner with sales, product, and support to deliver a seamless, exemplary experience while maximizing customer value.
• Provide best-practice recommendations, expert-level application support, and assist in solving point-in-time challenges.
• Proactively identify risks, escalation issues and drive mitigation strategies with internal stakeholders.
• Work with product development and technical support to resolve customer issues/concerns.
• Monitor the health of your client portfolio and identify/manage escalations and churn risks.
• Strategize with the Sales team to identify expansion opportunities while maintaining strong Net Revenue Retention.
• Experience conducting virtual meetings with internal and external customers.
• Some travel required.

Who you are

Essential

• 7+ years of experience in an Enterprise SaaS Customer Success role
• Experience with Zendesk and Salesforce a plus
• Experience managing and growing a book of business of $5MM+ Annual

Nice to have

• Effectively prioritizes, multitasks, and engages with customers
• Experience in change management and overcoming internal and external barriers
• Ability to lead meetings with product managers, engineers, Directors, and C-Suite Executives
• Strong communication skills and storytelling ability
• Empathy, diplomacy, and poise under pressure
• Team-oriented with proactive collaboration and knowledge-sharing

For US-based employees, the base cash compensation range for this role is $150,000 $170,000. This role includes a bonus. We share salary ranges on all job postings, and these ranges are specific to the hiring location and may differ within or outside the US.

Due to regulatory and security reasons, there are countries where we cannot have Fingerprint teammates. Fingerprint is an all-remote company and does not sponsor visas; teammates must be authorized to work from their home location.

We are dedicated to an inclusive work environment. We encourage people from underrepresented groups in tech to apply. If you are applying as a resident of California, please read our CCPA notice. If you are applying as a resident of the EU, please read our GDPR notice.

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