Senior Customer Success Manager, Fingerprint
EMEA
$71-126k
OTE
$59-105k
BASE
Because this role is open across the EMEA region and can be based anywhere our team members work from, the salary range reflects that geographic breadth
Device intelligence platform for fraud detection
Be an early applicant
Device intelligence platform for fraud detection
201-500 employees
Be an early applicant
$71-126k
OTE
$59-105k
BASE
Because this role is open across the EMEA region and can be based anywhere our team members work from, the salary range reflects that geographic breadth
201-500 employees
Company mission
To power a safe and seamless internet through device intelligence.
Role
Who you are
- 6-10 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
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 Customer Success Manager acts as a trusted advisor for a variety of 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
- 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
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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