Manager of Customer Success Managers, Fingerprint
EMEA
$66-118k
OTE
$55-98k
BASE
Salary dependent on location
More information about location
Device intelligence platform for fraud detection
Be an early applicant
Device intelligence platform for fraud detection
201-500 employees
Be an early applicant
$66-118k
OTE
$55-98k
BASE
Salary dependent on location
More information about location
201-500 employees
Company mission
To power a safe and seamless internet through device intelligence.
Role
Who you are
- Are you a Customer Success leader who gets energy from helping your team win? Do you enjoy coaching CSMs through tough renewals, spotting where a process is slowing the team down, and fixing it so the whole team performs better? If so, we'd love to hear from you!
- Experience as a Customer Success Manager in B2B SaaS, owning the full customer journey from onboarding to renewal (tech, fraud prevention, or cybersecurity highly preferred)
- 5-8 years of overall Customer Success experience, including at least 1-2 years of experience directly managing a team of CSMs or other customer-facing roles
- Track record of helping a team hit NRR/GRR targets and forecast accurately
- Experience improving CS processes and playbooks that made a measurable difference for your team
- Experience working with EMEA customers; experience managing across multiple time zones is a plus
- Experience with a Customer Success Platform (e.g., Planhat, Gainsight), Salesforce, and Zendesk
- Clear, direct communicator, comfortable leading conversations from technical contacts to executive stakeholders
- Comfortable in a fully remote, async-first environment using macOS, Slack, Google Workspace, and Zoom; proficient using AI (ideally Claude and Gemini) to work more efficiently
- Willing to travel for customer meetings and Fingerprint events
- Puts the team above yourself; embodies No BS, Level 5 Helpful, and Fail. Learn. Grow
What the job involves
- As Manager, Customer Success – EMEA, you'll lead a team of 4–6 Customer Success Managers across EMEA and APAC who support our Commercial and Enterprise customers along with select Strategic customers
- Reporting directly to the Senior Manager of Customer Success, this is a people-leadership role with a chance to make a real impact within the team and with our customers
- Your success is measured by your team's results: coaching your CSMs, removing their blockers, and improving the processes and playbooks they use every day so the team achieves industry leading NRR, GRR, and logo retention across its book of business
- Lead, coach, and develop a team of 4–6 CSMs across EMEA and APAC through consistent 1:1s, team meetings, and clear, timely feedback
- Coach CSMs through complex renewals, churn risks, and expansion conversations, and serve as their first point of escalation
- Interview, train, and onboard new CSM hires so they ramp quickly and consistently
- Address performance gaps early and directly, partnering with your manager as needed
- Monitor account health across the team’s book (renewals, integration progress, utilization, and churn/downsell risk) and act on issues early
- Maintain an accurate, honest forecast for the team’s book, and surface risks to leadership early with a clear recommendation
- Partner with Sales to help CSMs identify and pursue upsell and cross-sell opportunities
- Improve the processes, playbooks, and documentation your team relies on, including onboarding, account planning, renewal cadence, and customer-facing materials, providing recommendations specific to regional needs
- Keep Salesforce and Planhat data accurate across the team for reliable reporting at all levels
- Represent your team’s needs and customer feedback to Sales, Support, CSE, and Product, ensuring ARR impacting initiatives are prioritized appropriately
Our take
Digital fingerprinting is an essential process in web browsers that tracks the digital address of a device to monitor web activity. This technique facilitates the identification of fraud and spam, as well as warning signs of account takeovers. However, the success of this requires users to accept cookies, a requirement that is easy to avoid.
Fingerprint provides a digital fingerprinting tool that generates a unique identifier of browser activity without requiring the user to accept cookies. The service uses the same WebGL and canvas fingerprinting utilized by existing competitors, but instead of focusing on devices, it identifies web activity. Suspicious activity will result in the identified user being logged in a database, allowing the service to be improved for others.
With this innovative approach, Fingerprint has been able to build up an impressive client roster of over 6,000 companies, including 16% of the top 500 websites by traffic. As well as displaying sustained growth through funding rounds, the company has also continued to improve upon its offering.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
36% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Oct 2023
$33m
SERIES C
Nov 2021
$32m
SERIES B
Total funding: $77m
Company benefits
- Competitive salary: We offer competitive salaries and equity because we believe all employees should own a part of Fingerprint.
- Flexible Time Off: To prioritize work-life balance, we even have a minimum vacation days target to encourage everyone gets the rest they need.
- Remote-first: We work asynchronously and respect time-zone differences. Choose where and when you do your work best.
- Tech: We hook you up with a MacBook so you can do your best work (you get to keep it after 4 years).
- Culture: We're a small team with a lean hierarchy where you can make a real impact in shaping the company culture. Come grow with us!
- Fun: We meet up as a company once a year (We went to Mexico City in 2023!) and teams meet up in smaller groups throughout the year.
- Grow With Us: We want you to grow with us, so we offer a $600 yearly budget that you can spend to learn new stuff.
- Personal Development: We give you the freedom to grow and experiment. Work on open-source projects and try new things and ideas.
Company HQ
Little Italy, Chicago, IL
Leadership
Valentin Vasilyev
(Co-FOunder & CTO)Valentin worked as a Software Engineer for the first 9 years of their career, before holding Team Lead roles at Evrone and Machinio.com. They left this role in March 2019 to co-found Fingerprint the following month.
Dan Pinto
(Co-Founder & CEO)Previously co-founded Machino, where they were CTO, and has experience in Software Engineering.
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