Manager, Customer Success

Location Preference: Remote, anywhere in the EMEA region

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About The Role:

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!

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.

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Responsibilities:

• 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

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Qualifications:

• 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.

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Compensation & Transparency

At Fingerprint, we believe in pay transparency — it's part of how we operate as a distributed, remote-first team.  Salaries are based on function, level, and geographic location, benchmarked against similar stage growth companies. 

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: $55,000 - $98,000 (OTE $66,000 - $118,000).

Some example salaries for specific locations are below:

Slovenia: $55,000 - $63,000 (OTE $66,000 - $76,000)

United Kingdom: $85,000 - $98,000 (OTE $102,000 - $118,000)

Final offer amounts are determined by multiple factors, including the successful candidate's location, experience, and expertise, and may vary from the amounts listed above.

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