Manager, Customer Success Managers

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FingerprintB2B SaaS fraud prevention

Remote, anywhere in the EMEA regionFull-TimeManager

Salary$55,000 - $98,000 (OTE $66,000 - $118,000)

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Job Details

Experience: 5-8 years of overall Customer Success experience, including at least 1-2 years of experience directly managing a team of CSMs or other customer-facing roles
Required Skills: SalesforceCustomer SuccessGoogle WorkspaceSlackZendesk

Have experience as a Customer Success Manager in B2B SaaS, owning the customer journey from onboarding to renewal.
Bring 5–8 years of overall Customer Success experience.
Have at least 1–2 years of direct experience managing CSMs or other customer-facing roles.
Demonstrate a track record of helping a team meet NRR/GRR targets and forecast accurately.
Have experience improving Customer Success processes and playbooks.
Have experience working with EMEA customers; managing across multiple time zones is a plus.
Have experience with a Customer Success Platform such as Planhat or Gainsight, Salesforce, and Zendesk.
Be a clear, direct communicator able to lead conversations with technical contacts and executive stakeholders.
Be comfortable in a fully remote, async-first environment using macOS, Slack, Google Workspace, and Zoom.
Be proficient using AI; Claude and Gemini are preferred.
Be willing to travel for customer meetings and Fingerprint events.
Experience in tech, fraud prevention, or cybersecurity is highly preferred.

Lead, coach, and develop a team of 4–6 CSMs across EMEA and APAC through consistent 1:1s, team meetings, and timely feedback.
Coach CSMs through complex renewals, churn risks, and expansion conversations, and serve as their first point of escalation.
Interview, train, and onboard new CSM hires.
Address performance gaps early and partner with your manager as needed.
Monitor account health across renewals, integration progress, utilization, and churn or downsell risk.
Maintain an accurate forecast for the team's book and surface risks to leadership with recommendations.
Partner with Sales on upsell and cross-sell opportunities.
Improve team processes, playbooks, and documentation, including onboarding, account planning, renewal cadence, and customer-facing materials.
Keep Salesforce and Planhat data accurate across the team.
Represent team needs and customer feedback to Sales, Support, CSE, and Product.

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