Customer Success Manager - SMB/Commercial

 Published 4 days ago
 North America
 $100,000 to $115,000
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As a Customer Success Manager at Fingerprint, you will be a pivotal figure in nurturing and strengthening our relationships with Commercial/SMB customers. Your role is crucial in guiding our customers across various industries to optimize their use of our products. By fostering successful onboarding, encouraging sustained engagement, and ensuring a seamless renewal process, you will empower our customers to excel in their respective fields.

Key Responsibilities:

  • Manage the transition from implementation to operational status, ensuring a smooth 'go-live' experience for all clients.
  • Oversee a large portfolio (70+) of Commercial/SMB accounts, ensuring high satisfaction levels and maximum utility of our products.
  • Develop customized success plans that outline critical milestones and strategies tailored to each client's unique needs.
  • Hold regular strategy sessions with clients to discuss product usage, gather feedback on product enhancements, and reinforce our commitment to their business success.
  • Offer expert advice and support, including best practices, troubleshooting, and strategic solutions to operational challenges.
  • Collaborate with our product development and technical support teams to address client issues and advocate for customer-centric product enhancements.
  • Proactively monitor the health of each account, identifying risks such as potential churn and swiftly managing escalations.

Who You Are:

  • Experience Required: 2-3 years in a customer success role within a mid-market or enterprise-level SaaS organization.
  • Proficiency with platforms such as Zendesk and Salesforce is highly beneficial
  • Skills and Abilities:Strong capability in prioritizing tasks, multitasking, and engaging effectively with clients.
  • Skilled at leading and facilitating executive-level meetings and discussions.
  • Excellent communication skills, characterized by clarity, conciseness, and the ability to engage and persuade various audiences.
  • A deep sense of empathy, diplomatic finesse, and composure under pressure, particularly when addressing customer issues.
  • A team-oriented mindset that enhances group performance through proactive collaboration and open knowledge-sharing.

Additional Information:

  • This position is fully remote and ideally the candidate will reside in North America.
  • Occasional travel may be necessary to meet with clients or attend team gatherings.
  • Put team above yourself - elevating the group's performance through proactive collaboration and knowledge-sharing


Compensation Range

$100,000 $115,000 PLUS BONUS. For cash compensation, we set standard ranges for all US based roles based on function, level and geographic location, benchmarked against similar stage growth companies. In order to be compliant with local legislation, as well as to provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location. Final offer amounts are determined by multiple factors including geographic location as well as candidate experience and expertise, and may vary from the amounts listed above.

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