Remote opportunity at
FingerprintManager, Customer Success Managers - EMEA
Fingerprint, a recognized device intelligence company specializing in online fraud prevention, seeks a Manager, Customer Success Managers - EMEA to join its 100% remote global team.…
Career Tools
About This Role
Fingerprint, a recognized device intelligence company specializing in online fraud prevention, seeks a Manager, Customer Success Managers - EMEA to join its 100% remote global team. This position reports directly to the Senior Manager of Customer Success and involves leading a group of four to six Customer Success Managers across the EMEA and APAC regions. The person in this role will support commercial, enterprise, and select strategic accounts by coaching…
Job Description
Fingerprint, a recognized device intelligence company specializing in online fraud prevention, seeks a Manager, Customer Success Managers - EMEA to join its 100% remote global team. This position reports directly to the Senior Manager of Customer Success and involves leading a group of four to six Customer Success Managers across the EMEA and APAC regions. The person in this role will support commercial, enterprise, and select strategic accounts by coaching team members, refining operational processes, managing escalations, and driving retention and growth targets.
This opportunity suits an experienced customer success leader who enjoys mentoring professionals, improving internal playbooks, collaborating with sales and product departments, and forecasting accurately. The organization operates in an asynchronous-first environment utilizing tools such as Salesforce, Planhat, Slack, and Google Workspace.
Fingerprint provides compensation reflecting geographic location, with a base salary band of $55,000 to $98,000 and OTE ranging from $66,000 to $118,000 annually. Candidates must possess authorization to work from their home location, as visa sponsorship is unavailable.
Responsibilities
- Manage, mentor, and guide four to six Customer Success Managers across EMEA and APAC through regular one-on-one sessions, team meetings, and actionable feedback
- Assist staff in handling difficult renewal discussions, churn risks, and expansion talks while acting as the initial point of escalation
- Handle interviewing, onboarding, and training for incoming Customer Success personnel
- Identify performance gaps early and address them directly in collaboration with senior management
- Track account health metrics including renewals, utilization, integration progress, and downsell risks
- Deliver accurate and honest forecasts for the team portfolio while flagging potential issues to leadership
- Collaborate with the sales department to help team members uncover cross-sell and upsell opportunities
- Enhance onboarding, account planning, and customer-facing materials to align with regional requirements
- Ensure data integrity within Planhat and Salesforce for reporting purposes
- Communicate customer feedback and team needs to product, support, engineering, and sales departments
Requirements
- Five to eight years of total customer success experience
- One to two years of direct management experience overseeing Customer Success Managers or other customer-facing personnel
- Demonstrated ability to help teams meet gross revenue retention and net revenue retention goals with accurate forecasting
- Experience improving customer success operational workflows and playbooks
- Background working with customers in the EMEA region, including handling multiple time zones
- Proficiency with Customer Success Platforms such as Planhat or Gainsight, as well as Salesforce and Zendesk
- Ability to communicate clearly with technical contacts and executive stakeholders
- Experience working in a fully remote environment using tools like Slack, Zoom, Google Workspace, and macOS
- Familiarity utilizing AI tools such as Gemini and Claude for efficiency
- Willingness to travel for company events and client meetings
- Legally authorized to work from home location without visa sponsorship
Qualifications
- Experience working as a Customer Success Manager in B2B software-as-a-service environments
- Background in cybersecurity, fraud prevention, or technical industries
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, Fingerprint is a 100% remote company with this position based anywhere in the EMEA region.
What is the salary range for this role?
The base salary ranges from $55,000 to $98,000 per year, with an on-target earnings range of $66,000 to $118,000 depending on geographic location and experience.
Does Fingerprint provide visa sponsorship?
No, visa sponsorship is not offered, and applicants must be authorized to work from their home location.
How many direct reports will this manager oversee?
The manager will lead a team of four to six Customer Success Managers located across the EMEA and APAC regions.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.