Manager, Customer Success Managers - EMEA

About this role

Lead and develop a team of 4–6 Customer Success Managers supporting commercial, enterprise, and select strategic customers across EMEA and APAC. The role focuses on coaching the team, improving customer success processes, and delivering strong retention, renewal, and expansion results.

About the company

Fingerprint provides digital identity solutions to help businesses enhance security and prevent fraud. Their technology allows companies to accurately identify users and streamline authentication processes across various platforms.

What you'll do

• Coach and develop CSMs through regular one-on-ones, team meetings, and feedback
• Support CSMs with complex renewals, churn risks, expansion opportunities, and escalations
• Hire, onboard, and address performance gaps within the team
• Monitor account health and maintain accurate renewal forecasts
• Partner with Sales on upsell and cross-sell opportunities
• Improve customer success processes, playbooks, and regional documentation
• Maintain accurate Salesforce and Planhat data
• Share customer feedback and team priorities with partner functions

What we're looking for

• 5–8 years of Customer Success experience, including 1–2 years directly managing a team
• B2B SaaS experience owning the customer journey from onboarding through renewal
• Track record of helping a team meet NRR/GRR targets and forecast accurately
• Experience improving Customer Success processes and playbooks
• Experience working with EMEA customers
• Experience with a Customer Success platform, Salesforce, and Zendesk
• Strong communication skills across technical and executive stakeholders
• Comfortable working remotely and asynchronously; proficient with AI tools

Nice to have

• Experience in technology, fraud prevention, or cybersecurity
• Experience managing across multiple time zones
• Experience with Planhat or Gainsight
• Experience using Claude and Gemini