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Customer Success Manager - SMB/Commercial

FingerprintJS

FingerprintJS

Customer Service, Sales & Business Development
Remote
Posted on Wednesday, May 15, 2024

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. We are a globally dispersed, 100% remote company with a strong open-source focus. Our flagship open-source project is FingerprintJS (20K stars on GitHub).

We have raised $77M and are backed by Craft Ventures (previously invested in Tesla, Facebook, Airbnb ), Nexus Venture Partners (previously invested in Postman, Apollo.io, MinIO, Druva) and Uncorrelated Ventures (previously invested in Redis, Rollbar & Gradle).

As a Customer Success Manager at Fingerprint, you will be a pivotal figure in nurturing and strengthening our relationships with Commercial/SMB customers. Your role is crucial in guiding our customers across various industries to optimize their use of our products. By fostering successful onboarding, encouraging sustained engagement, and ensuring a seamless renewal process, you will empower our customers to excel in their respective fields.

Key Responsibilities:

  • Manage the transition from implementation to operational status, ensuring a smooth 'go-live' experience for all clients.
  • Oversee a large portfolio (70+) of Commercial/SMB accounts, ensuring high satisfaction levels and maximum utility of our products.
  • Develop customized success plans that outline critical milestones and strategies tailored to each client's unique needs.
  • Hold regular strategy sessions with clients to discuss product usage, gather feedback on product enhancements, and reinforce our commitment to their business success.
  • Offer expert advice and support, including best practices, troubleshooting, and strategic solutions to operational challenges.
  • Collaborate with our product development and technical support teams to address client issues and advocate for customer-centric product enhancements.
  • Proactively monitor the health of each account, identifying risks such as potential churn and swiftly managing escalations.

Who You Are:

  • Experience Required: 2-3 years in a customer success role within a mid-market or enterprise-level SaaS organization.
  • Proficiency with platforms such as Zendesk and Salesforce is highly beneficial
  • Skills and Abilities:Strong capability in prioritizing tasks, multitasking, and engaging effectively with clients.
  • Skilled at leading and facilitating executive-level meetings and discussions.
  • Excellent communication skills, characterized by clarity, conciseness, and the ability to engage and persuade various audiences.
  • A deep sense of empathy, diplomatic finesse, and composure under pressure, particularly when addressing customer issues.
  • A team-oriented mindset that enhances group performance through proactive collaboration and open knowledge-sharing.

Additional Information:

  • This position is fully remote and ideally the candidate will reside in North America.
  • Occasional travel may be necessary to meet with clients or attend team gatherings.
  • Put team above yourself - elevating the group's performance through proactive collaboration and knowledge-sharing

Compensation Range

$85,000 - $115,000 PLUS BONUS.

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.

Due to regulatory and security reasons, there’s a small number of countries where we cannot have Fingerprint teammates based. Additionally, because Fingerprint is an all-remote company and people can join our workforce from almost any country, we do not sponsor visas. Fingerprint teammates need to be authorized to work from their home location.

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