Job Description

Fingerprint empowers developers to stop online fraud at the source.

We work on turning radical new ideas in the fraud detection space into reality. Our products are developer-focused and our clients range from solo developers to publicly traded companies. We are a globally dispersed, 100% remote company with a strong open-source focus. Our flagship open-source project is FingerprintJS (27K stars on GitHub).

We have raised $77M and are backed by Craft Ventures (previously invested in Tesla, Facebook, Airbnb ), Nexus Venture Partners (previously invested in Postman, Apollo.io, MinIO, Druva) and Uncorrelated Ventures (previously invested in Redis, Rollbar & Gradle).

We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates’ personal and financial information through fake interviews and offers. All Fingerprint recruiting email communications will always come from the @fingerprint.com domain. Any outreach claiming to be from Fingerprint via other sources should be ignored.

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.

What You’ll Be Doing:

• 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
• Travel may be required

What We Are Looking For:

• 3-6 years experience in a Mid-Market/Enterprise SaaS Customer Success role
• Experience with Zendesk and Salesforce are a huge plus
• Role requires proficiency with macOS and comfort working fully remotely using tools such as Slack, Google Workspace, and Zoom.
• Location Preference: Remote, anywhere in the US

Nice to haves:

• 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

Compensation & Transparency

For US-based employees, the cash base compensation range for this role is $110,000 – $130,000 (OTE $130,000 – $155,000). We set standard ranges for all US roles based on function, level, and geographic location, benchmarked against similar stage growth companies. To comply with local legislation and provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location. However, these ranges are specific to the hiring location and may differ within or outside the US. Final offer amounts are determined by multiple factors, including geographic location as well as candidate experience and expertise, and may vary from the amounts listed above.