Senior Customer Success Manager
FingerprintJS
Fingerprint empowers developers to stop online fraud at the source.
We work on turning radical new ideas in the fraud detection space into reality. Our products are developer-focused and our clients range from solo developers to publicly traded companies. Some of our customers include: Coinbase, Booking.com, and Yahoo, just to name a few.
We are a globally dispersed, 100% remote company with a strong open-source focus. Our flagship open source project is Fingerprint (16K stars on GitHub).
We have raised $44M and are backed by Craft Ventures (previously invested in Tesla, Facebook, Airbnb), Nexus VP (previously invested in Postman, Hasura) and Uncorrelated Ventures (previously invested in Redis, Rollbar & Gradle).
The Customer Success Team is the trusted advisor for building relationships, driving product adoption, and empowering our customers to achieve their goals. The Senior Customer Success Manager acts as a trusted advisor for a variety of customers who represent various industries. You will support them on their journey to successfully onboard, increase user adoption and ultimately ensure a positive renewal outcome.
Location: Remote, EST (Canada / US) OR United Kingdom
What you’ll be doing:
- Facilitate the transition out of implementation to go-live
- Manage a portfolio of clients and make certain a high level of satisfaction with the product is achieved
- Create a plan to ensure client success
- Conduct regular meetings with clients to make recommendations on using the product and future product enhancements to provide continuous success in business processes
- Provide best practice recommendations, expert-level application support and assist in solving point-in-time challenges
- Work with product development and technical support to resolve customer issues/concerns
- Proactively monitor the health of your client portfolio and identify/manage escalations and churn risks
- Strategizing with our Sales team to identify opportunities for expansion and growth while maintaining a high level of Net Revenue Retention
- Experience conducting virtual meetings with internal and external customers
- Travel may be required
Who you are
Essential:
- 5+ years experience in a Enterprise SaaS Customer Success role
- Experience with Zendesk and Salesforce are a huge plus
- Experience in managing and growing book of business of $3MM+
- Based in either United Kingdom or EST timezones in US and Canada
Nice to haves:
- Effectively prioritizes, multitasks, and engages with customers
- Effective at leading and facilitating meetings ranging from admin/owners to executive level
- Strong communication skills; you pride yourself on being personable, concise and compelling communicator - in writing, in conversation and in front of an audience
- Empathy, diplomacy, and poise under pressure when working through customer concerns
- Put team above yourself - elevating the group's performance through proactive collaboration and knowledge-sharing
- 401k and comprehensive healthcare benefits
- Unlimited PTOs
- 8 Weeks Parental Leave
- Fully remote and work anywhere in the world
- MacBook Air
- Small team with very lean hierarchy where you can take ownership and make a real impact in shaping the company culture
- Yearly Learning Fund of up to USD600
- Office stipend of up to USD1000 to set-up your home office
- Annual Company Off Sites
Compensation Range: USD116,000 - 140,000 base + commission
For cash compensation, we set standard ranges for all US based roles based on function, level and geographic location, benchmarked against similar stage growth companies. In order to be compliant with local legislation, as well as to provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location. Final offer amounts are determined by multiple factors including geographic location as well as candidate experience and expertise, and may vary from the amounts listed above.
Offers vary depending on, but not limited to, relevant experience, education, certifications/licenses, skills, training, and market conditions.
We are dedicated to creating an inclusive work environment for everyone. We embrace and celebrate the unique experiences, perspectives and cultural backgrounds that each employee brings to our workplace. Fingerprint strives to foster an environment where our employees feel respected, valued and empowered, and our team members are at the forefront in helping us promote and sustain an inclusive workplace. We highly encourage people from underrepresented groups in tech to apply.
If you are applying as a resident of California, please read our CCPA notice here
If you are applying as a resident of the EU, please read our GDPR notice here
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