Customer Success Manager - US
Location Preference: Remote, anywhere in the US
About the Role:
The Customer Success Team is the trusted advisor for building relationships, driving product adoption, and empowering our customers to achieve their goals. The Customer Success Manager acts as a trusted advisor for a variety of customers who operate across a number of industries spanning fintech, e-commerce, gaming and identity. You will support them on their journey to successfully onboard, identify other ways Fingerprint can provide them value, and ultimately ensure a positive renewal outcome.
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
Qualifications:
3-6 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
Compensation & Transparency
At Fingerprint, we believe in pay transparency — it's part of how we operate as a distributed, remote-first team. Salaries are based on function, level, and geographic location, benchmarked against similar stage growth companies.
Because this role is open across the United States and can be based anywhere our team members work from, the salary range reflects that geographic breadth: $96,000 - $130,000 (OTE $115,000 - $156,000).
Some example salaries for specific locations are below:
New York City: $113,000 - $130,000 (OTE $136,000 - $156,000)
Chicago: $96,000 - $111,000 (OTE $115,000 - $133,000)
Final offer amounts are determined by multiple factors, including the successful candidate's location, experience, and expertise, and may vary from the amounts listed above.