Customer Success Manager - EMEA

New

FingerprintJSCybersecurity

Remote, anywhere in the EMEA regionFull-TimeMiddle

Salary$59,000 - $105,000 (OTE $71,000 - $126,000)

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Job Details

Experience: 6-10 years experience
Required Skills: CybersecuritySalesforceCustomer SuccessGoogle WorkspaceZendesk

6-10 years experience in a Mid-Market/Enterprise Customer Success Manager role
B2B SaaS, tech, and/or cybersecurity industry experience highly preferred
Experience handling the full customer journey from onboarding to renewals
Experience working in a Customer Success Platform (e.g., Gainsight, Planhat), Zendesk, and Salesforce
Proficiency utilizing AI to increase efficiency (ideally Claude and Gemini)
Comfortable operating in a fully remote, async-first environment
Proficiency with macOS
Ability to balance proactive and reactive customer needs
Effective at leading and facilitating meetings with attendees ranging from technical contacts to executive stakeholders
Strong communication skills (written, verbal, and presentation)

Lead the transition from contract signature to implementation through to go-live
Proactively manage a portfolio of clients, ensuring value realization and satisfaction with the product is achieved
Conduct regular meetings including integration reviews, quarterly business review, and onsite meetings with clients to make recommendations and highlight successes
Work closely with Customer Success Engineer, a support team, and product managers to resolve implementation issues, bugs, and feature requests
Initiate conversations to uncover additional uses for Fingerprint as upsell and cross-sell motions
Actively monitor the health of your client portfolio, identifying risks and managing escalations
Drive renewals with executive level stakeholders, day-to-day contacts, and procurement teams
Create and execute a success plan to achieve 120% NRR and 90% GRR within your book of business
Maintain up to date records in Salesforce and Planhat, providing feedback to help the CS team processes scale

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