Senior Customer Success Manager - EMEA

About the role

Fingerprint provides enterprise level device intelligence to detect and stop online fraud. This role owns the Customer Success function for a portfolio of EMEA clients, guiding onboarding, adoption, and renewal outcomes as a trusted advisor.

What you'll do

• Manage a portfolio of clients from onboarding to renewal, driving value realization.
• Lead implementation from contract signature to go live and coordinate with cross functional teams.
• Hold regular meetings such as integration reviews and quarterly business reviews with clients.
• Identify upsell and cross sell opportunities and engage stakeholders at multiple levels.
• Monitor account health, manage risks, and resolve escalations with a focus on net retention goals.
• Maintain accurate records in Salesforce and Planhat to help scale the CS function.

What they're looking for

• 6-10 years in a mid market or enterprise Customer Success role in B2B SaaS, tech or cybersecurity preferred.
• Experience handling full customer lifecycle from onboarding to renewals; upsell/cross-sell experience a plus.
• Familiarity with customer success platforms (eg Gainsight, Planhat), Zendesk, and Salesforce.
• Comfort working fully remote in an async environment and using tools like Slack, Google Workspace, and Zoom.
• Strong communication, presentation, and stakeholder management skills.
• Ability to work with macOS and leverage AI to improve efficiency.

For applicants in Nigeria

• The listing indicates remote work across the EMEA region; Nigeria may be eligible, but confirm timezone and location specifics before interviewing.
• Salary information is provided as a global range; local currency and specific pay details are determined by location.
• Company notes they do not sponsor visas; applicants must be authorized to work from their home location.
• Timezone expectations are not explicitly stated beyond EMEA coverage; confirm during interview.