Manager, Customer Success Managers - EMEA at Fingerprint

Job description

Fingerprint empowers enterprises to detect and stop online fraud with the world’s most accurate device intelligence. We lead our industry with bleeding-edge identification capabilities and work on turning new ideas and discoveries in the fraud detection space into reality. Our customers range from innovative startups to leading enterprise companies, including Plaid, Dropbox, and Booking.com. Fingerprint is a globally dispersed, 100% remote company. We were named on on the 2026 Forbes Best Startup Employers list and ranked #803 on the 2026 Inc. 5000 list of America’s fastest-growing private companies. We have raised $77M and are backed by Craft Ventures ( Tesla, Facebook, Airbnb ), Nexus Venture Partners ( Postman , Apollo.io, MinIO , Druva) and Uncorrelated Ventures ( Redis, Rollbar, Gradle ). Location Preference: Remote, anywhere in the EMEA region About The Role: Are you a Customer Success leader who gets energy from helping your team win? Do you enjoy coaching CSMs through tough renewals, spotting where a process is slowing the team down, and fixing it so the whole team performs better? If so, we'd love to hear from you! As Manager, Customer Success – EMEA, you'll lead a team of 4–6 Customer Success Managers across EMEA and APAC who support our Commercial and Enterprise customers along with select Strategic customers. Reporting directly to the Senior Manager of Customer Success, this is a people-leadership role with a chance to make a real impact within the team and with our customers. Your success is measured by your team's results: coaching your CSMs, removing their blockers, and improving the processes and playbooks they use every day so the team achieves industry leading NRR, GRR, and logo retention across its book of business. Responsibilities: 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 Qualifications: 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 managing across multiple time zones is a plus 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. Compensation & Transparency At Fingerprint, we believe in pay transparency — it's part of how we operate as a distributed, remote-first team. Salaries are based on function, level, and geographic location, benchmarked against similar stage growth companies. Because this role is open across the EMEA region and can be based anywhere our team members work from, the salary range reflects that geographic breadth: $55,000 - $98,000 (OTE $66,000 - $118,000). Some example salaries for specific locations are below: Slovenia: $55,000 - $63,000 (OTE $66,000 - $76,000) United Kingdom: $85,000 - $98,000 (OTE $102,000 - $118,000) Final offer amounts are determined by multiple factors, including the successful candidate's location, experience, and expertise, and may vary from the amounts listed above. 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. **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.

Requirements

Must-haves

Fingerprint is a globally dispersed, 100% remote company. We were named on on the 2026 Forbes Best Startup Employers list and ranked #803 on the 2026 Inc. 5000 list of America’s fastest-growing private companies.
We have raised $77M and are backed by Craft Ventures ( Tesla, Facebook, Airbnb ), Nexus Venture Partners ( Postman , Apollo.io, MinIO , Druva) and Uncorrelated Ventures ( Redis, Rollbar, Gradle ).
Location Preference: Remote, anywhere in the EMEA region
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
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 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.
Compensation & Transparency

Nice-to-haves

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)
Experience working with EMEA customers; experience managing across multiple time zones is a plus

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

Platform: greenhouse
Effort: quick