Manager, Customer Success Managers - EMEA

About Fingerprint

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 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, Nexus Venture Partners, and Uncorrelated Ventures.

About The Role

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.