Stragetic Customer Success Manager (West Coast)

Stragetic Customer Success Manager (West Coast) Fingerprint empowers developers to stop online fraud at the source. Fingerprint is a globally dispersed, 100% remote company with a strong open-source focus. Our flagship open-source project is FingerprintJS. Location: West Coast, San Francisco Bay Area preference. Overview The Strategic Customer Success Manager acts as a trusted advisor for our most strategic customers across various industries. You will support onboarding, drive product adoption, and ensure a positive renewal outcome. What you\\\'ll be doing Own the health and retention of accounts starting from contract execution. Drive pre-sales activities and implementation to go live/steady state. 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. Create a plan to ensure client success with measurable outcomes and the ability to guide complex global organizations. Conduct regular meetings with clients to drive product adoption by linking capabilities with critical business workflows. Help create, define and achieve goals and KPIs based on the customer\\\'s North Star metric. Cross-functional collaboration Partner with sales, product, and support to deliver a seamless, exemplary experience while maximizing customer value. 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 with internal stakeholders. Work with product development and technical support to resolve customer issues/concerns. Monitor the health of your client portfolio and identify/manage escalations and churn risks. Strategize with the Sales team to identify expansion opportunities while maintaining strong Net Revenue Retention. Experience conducting virtual meetings with internal and external customers. Some travel required. Who you are Essential 7+ years of experience in an Enterprise SaaS Customer Success role Experience with Zendesk and Salesforce a plus Experience managing and growing a book of business of $5MM+ Annual Nice to have Effectively prioritizes, multitasks, and engages with customers Experience in change management and overcoming internal and external barriers Ability to lead meetings with product managers, engineers, Directors, and C-Suite Executives Strong communication skills and storytelling ability Empathy, diplomacy, and poise under pressure Team-oriented with proactive collaboration and knowledge-sharing For US-based employees, the base cash compensation range for this role is $150,000 – $170,000. This role includes a bonus. We share salary ranges on all job postings, and these ranges are specific to the hiring location and may differ within or outside the US. Due to regulatory and security reasons, there are countries where we cannot have Fingerprint teammates. Fingerprint is an all-remote company and does not sponsor visas; teammates must be authorized to work from their home location. We are dedicated to an inclusive work environment. We encourage people from underrepresented groups in tech to apply. If you are applying as a resident of California, please read our CCPA notice. If you are applying as a resident of the EU, please read our GDPR notice. #J-18808-Ljbffr Experience: 5 years required

Back to blog

Other Jobs To Apply

No other job posts for this day.

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...