Strategic Customer Success Manager, Fingerprint
West Coast
$150-170k
+ Bonus
More information about location
Device intelligence platform for fraud detection
Be an early applicant
Device intelligence platform for fraud detection
101-200 employees
Be an early applicant
$150-170k
+ Bonus
More information about location
101-200 employees
Company mission
To empower developers to build safe and seamless online services.
Role
Who you are
- Experience conducting virtual meetings with internal and external customers
- 7+ years experience in a Enterprise SaaS Customer Success role
- Experience with Zendesk and Salesforce a huge plus
- Experience in managing and growing book of business of $5MM+ Annual
Desirable
- Effectively prioritizes, multitasks, and engages with customers
- Experience in the art of change management - you know how to motivate, unblock, and overcome barriers both internally and externally
- Effective at leading and facilitating meetings with a broad range of participants including but not limited to product managers, technical engineers, Directors and C-Suite Executives
- Strong communication skills; you pride yourself on being an effective storyteller, personable, concise and a 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
What the job involves
- The Customer Success Team is the trusted advisor for building relationships, driving product adoption, and empowering our customers to achieve their goals. The Strategic Customer Success Manager acts as a trusted advisor for our most strategic customers who represent various industries. You will support them on their journey to successfully onboard, increase user adoption and ultimately ensure a positive renewal outcome
- Own the health and retention of accounts starting from contract execution. Success is measured by driving pre-sales activities and implementation to go live/steady state. You will own the post sales customer lifecycle from onboarding through growth and renewal
- Manage a portfolio of clients and ensure a high level of satisfaction with the product is achieved
- Create a plan to ensure client success, focusing on measurable outcomes and the ability to guide complex global organizations
- Conduct regular meetings with clients to drive our product adoption by linking our capabilities with critical business workflows
- Help create, define and achieve goals and KPI’s based on the customer's North Star metric
- Partner with sales, product, support to deliver a seamless, exemplary experience while maximizing customer value for our clients
- Provide best practice recommendations, expert-level application support and assist in solving point-in-time challenges
- Proactively identify risks, escalation issues and drive mitigation strategies in partnership with internal stakeholders
- 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
- Strategizing with our Sales team to identify opportunities for expansion and growth while maintaining a high level of Net Revenue Retention
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 6000 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 - for instance, in Q1 2023 it reported a decrease in iOS false positive and false negative rates by 85%.
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
- Equity
- Unlimited vacation, with a minimum vacation days target
- Remote-first: we work asynchronously and respect time-zone differences
- MacBook (you get to keep it after 3 years)
- A small team with a lean hierarchy where you can make a real impact in shaping the company
- Company meet-ups once a year (we went to Mexico City in 2023!)
- Smaller group meet-ups throughout the year
- $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
(CTO)Valentin worked as a Software Engineer for the first 9 years of their career, before Team Lead roles at Evrone and Machinio.com. They left this role in March 2019 to co-found Fingerprint the following month.
Dan Pinto
(CEO)Previously co-founded Machino, where they were CTO, and has experience in Software Engineering.
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