Manager, Customer Success Managers - EMEA
Job description
Manager, Customer Success – EMEA at Fingerprint, leading a team of 4–6 Customer Success Managers across EMEA and APAC supporting Commercial, Enterprise and select Strategic customers. A people-leadership role reporting to the Senior Manager of Customer Success, measured by the team's NRR, GRR and logo retention results.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote · EMEA
- Pay
- USD 55,000 – 98,000 / year
What you'll do
- 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
What we're looking for
- 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 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.
Nice to have
- Experience managing across multiple time zones
Your team
Customer Success – EMEA
Team of 4–6 Customer Success Managers across EMEA and APAC supporting Commercial and Enterprise customers along with select Strategic customers
Apply
Direct apply at Fingerprint
Opens the job posting at Fingerprint
About Fingerprint
The world's most accurate device intelligence
Fingerprint empowers enterprises to detect and stop online fraud with the world's most accurate device intelligence. It is a globally dispersed, 100% remote company.
Key facts
- Fraud detection / device intelligence
- Named on the 2026 Forbes Best Startup Employers list
- Ranked #803 on the 2026 Inc. 5000 list of America's fastest-growing private companies
- Raised $77M
- 100% remote company
- Does not sponsor visas
Partners & customers
What they value
- Level 5 Helpful
- Fail. Learn. Grow.