Stragetic Customer Success Manager (West Coast)
Fingerprint
- Salary
- $15000k - $17000k
- Experience
- 7+ yrs
- Location
- remote
- Job type
- Full-time
About the role
The Customer Success Team is the trusted advisor for building relationships, driving product adoption, and empowering our customers to achieve their goals. The Strategic Customer Success Manager acts as a trusted advisor for our most strategic customers who represent various industries. You will support them on their journey to successfully onboard, increase user adoption and ultimately ensure a positive renewal outcome.
What you'll be doing:
Own the health and retention of accounts starting from contract execution. Success is measured by driving pre-sales activities and implementation to go live/steady state. You will own the post sales customer lifecycle from onboarding through growth and renewal
Manage a portfolio of clients and ensure a high level of satisfaction with the product is achieved
Create a plan to ensure client success, focusing on measurable outcomes and the ability to guide complex global organizations
Conduct regular meetings with clients to drive our product adoption by linking our capabilities with critical business workflows
Help create, define and achieve goals and KPI's based on the customer's North Star metric
Cross-functional collaboration:
Partner with sales, product, support to deliver a seamless, exemplary experience while maximizing customer value for our clients
Provide best practice recommendations, expert-level application support and assist in solving point-in-time challenges
Proactively identify risks, escalation issues and drive mitigation strategies in partnership with internal stakeholders
Work with product development and technical support to resolve customer issues/concerns
Proactively monitor the health of your client portfolio and identify/manage escalations and churn risks
Strategizing with our Sales team to identify opportunities for expansion and growth while maintaining a high level of Net Revenue Retention
Experience conducting virtual meetings with internal and external customers
Some travel required
About Fingerprint
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 (20K 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).
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