Customer Success Manager - US

**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 operate across a number of industries spanning fintech, e\-commerce, gaming and identity. You will support them on their journey to successfully onboard, identify other ways Fingerprint can provide them value, and ultimately ensure a positive renewal outcome. **What You’ll Be Doing:** * 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 **What We Are Looking For:** * 3\-6 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 Cust