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 (20K 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 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.
Location: West Coast, San Francisco Bay Area preference
What you’ll be doing:
- 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
Cross-functional collaboration:
- 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
- Experience conducting virtual meetings with internal and external customers
- Some travel required
Who you are
Essential:
- 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
Nice to haves:
- 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
For US-based employees, the base cash compensation range for this role is $150,000 – $170,000. This role includes a bonus 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, we share salary ranges on all job postings. However, these ranges are specific to the hiring location and may differ within or outside the US.
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.
Offers vary depending on, but not limited to, relevant experience, education, certifications/licenses, skills, training, and market conditions.
Due to regulatory and security reasons, there’s a small number of countries where we cannot have Fingerprint teammates based. Additionally, because Fingerprint is an all-remote company and people can join our workforce from almost any country, we do not sponsor visas. Fingerprint teammates need to be authorized to work from their home location.
We are dedicated to creating an inclusive work environment for everyone. We embrace and celebrate the unique experiences, perspectives and cultural backgrounds that each employee brings to our workplace. Fingerprint strives to foster an environment where our employees feel respected, valued and empowered, and our team members are at the forefront in helping us promote and sustain an inclusive workplace. We highly encourage people from underrepresented groups in tech to apply.
If you are applying as a resident of California, please read our CCPA notice here
If you are applying as a resident of the EU, please read our GDPR notice here
