Manager, Customer Success Managers – EMEA

Role Overview

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.

What You Will Do

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.

Why It Might Be a Fit

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.

Requirements

• 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.

Benefits

• Dental insurance
• Vision insurance
• Health insurance
• 401(k) or retirement plan
• Paid time off
• Flexible work hours
• Remote work options
• Professional development opportunities
• Stock options
• Bonus or commission