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Manager, Customer Success Managers - EMEA
About this role
Fingerprint is a remote-first company that provides device intelligence to help enterprises detect online fraud. The role is for a Manager of Customer Success for EMEA, leading a team of 4–6 CSMs across EMEA and APAC who support Commercial, Enterprise and select Strategic customers. The position reports to the Senior Manager of Customer Success and focuses on coaching the team, improving processes, and driving metrics like NRR, GRR and logo retention. It is open to candidates anywhere in the EMEA region and requires people leadership in a distributed, async environment. The company states its compensation is transparent and linked to location and role, with a defined salary range for the region.
What you would do
- Lead, coach, and develop a team of 4–6 CSMs across EMEA and APAC through regular 1:1s and team meetings
- Mentor CSMs through complex renewals, churn risks, and expansion conversations and serve as escalation
- Interview, train, and onboard new CSM hires to ensure quick ramping
- Address performance gaps in coordination with your manager
- Monitor account health across the team’s book and address issues early
- Maintain an accurate forecast for the team’s book and surface risks with recommendations
- Collaborate with Sales to identify and pursue upsell and cross-sell opportunities
- Improve processes, playbooks, and documentation tailored to regional needs
- Keep Salesforce and Planhat data accurate for reliable reporting
- Represent team needs and customer feedback to Sales, Support, CSE, and Product to prioritise ARR-impacting initiatives
What they are asking for
- Experience as a Customer Success Manager in B2B SaaS covering onboarding to renewal
- 5–8 years in Customer Success, including 1–2 years in people leadership
- History of helping a team meet NRR/GRR targets and forecast accurately
- Experience improving CS processes and playbooks with measurable impact
- Experience with EMEA customers and multi-time-zone work is a plus
- Familiarity with Customer Success platforms (e.g., Planhat, Gainsight), Salesforce, Zendesk
- Clear communication across technical and executive stakeholders
- Comfort with remote async work using macOS, Slack, Google Workspace, Zoom; able to use AI tools
- Willingness to travel for customer meetings and events
- Team-oriented mindset with a No BS, Level 5 Helpful, Fail. Learn. Grow ethos
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