Customer Success Manager

Summary

Join Fingerprint's Customer Success Team as a Customer Success Manager and become a trusted advisor for our diverse client base. You will guide clients through onboarding, enhance product adoption, and ensure positive renewal outcomes. This role involves managing a portfolio of clients, conducting regular meetings, providing expert support, and proactively identifying and managing risks. The ideal candidate possesses 2-3 years of experience in a mid-market/enterprise SaaS Customer Success role and is based in North America. The compensation range is $130k-$150k OTE. Fingerprint is a 100% remote company with a strong open-source focus.

Requirements

• 2-3 years experience in a Mid-Market/Enterprise SaaS Customer Success role
• Based anywhere within North America

Responsibilities

• 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
• Experience conducting virtual meetings with internal and external customers

Preferred Qualifications

• Experience with Zendesk and Salesforce
• 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

Benefits

• $130k - $150k OTE
• 100% remote company