Customer Success Manager - EMEA

Overview

Job Description

Responsibilities

• - 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
• - Travel may be required

Required Skills

• - 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; cross-sell and upsell experience is a huge plus!
• - Experience working in a Customer Success Platform (ie. Gainsight, Planhat, etc.), Zendesk, and Salesforce preferred
• - Comfortable operating in a fully remote, async-first environment
• - Proficiency utilizing AI to increase efficiency of day to day tasks (ideally Claude and Gemini)
• - Role requires proficiency with macOS and comfort working fully remotely using tools such as Slack, Google Workspace, and Zoom
• - Balances proactive and reactive customer needs; effectively prioritizing internal and external tasks
• - Effective at leading and facilitating meetings with attendees ranging from technical contacts to executive stakeholders
• - 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