Client Success Strategist

2 weeks ago


New Orleans, Louisiana, United States Fingerprint Full time
Company Overview:
Fingerprint is at the forefront of combating online fraud by empowering developers to tackle it directly at its source. Our innovative solutions cater to a diverse clientele, from independent developers to large corporations, all while maintaining a strong commitment to open-source principles. With a globally distributed workforce and a flagship project, FingerprintJS, we have garnered significant attention and support, raising $77M from notable investors.

Role Overview:
As a Customer Success Manager, you will play a vital role in enhancing and maintaining our relationships with Commercial and SMB clients. Your expertise will guide customers across various sectors to maximize their utilization of our products, ensuring they achieve their goals effectively.

Key Responsibilities:
1. Facilitate a seamless transition from implementation to operational status, guaranteeing a successful 'go-live' experience for all clients.
2. Manage a substantial portfolio of over 70 Commercial and SMB accounts, focusing on client satisfaction and product optimization.
3. Develop tailored success plans that highlight essential milestones and strategies specific to each client's needs.
4. Conduct regular strategy sessions with clients to review product usage, gather feedback, and reinforce our dedication to their success.
5. Provide expert guidance and support, including best practices, troubleshooting, and strategic solutions to operational challenges.
6. Collaborate with product development and technical support teams to resolve client issues and advocate for customer-centric enhancements.
7. Proactively monitor account health, identifying potential risks and managing escalations effectively.

Who You Are:
- You possess 2-3 years of experience in a customer success role within a mid-market or enterprise-level SaaS environment.
- Familiarity with platforms such as Zendesk and Salesforce is advantageous.
- You excel in prioritizing tasks, multitasking, and engaging effectively with clients.
- You are skilled in leading executive-level meetings and discussions.
- Your communication skills are characterized by clarity and the ability to engage diverse audiences.
- You demonstrate empathy, diplomatic finesse, and composure under pressure, especially when addressing customer concerns.
- You have a collaborative mindset that enhances team performance through proactive knowledge-sharing.

Additional Information:
This position is fully remote, with a preference for candidates residing in North America. Occasional travel may be required for client meetings or team gatherings. We prioritize team collaboration and knowledge-sharing to elevate overall performance.

Compensation:
The compensation range for this role is $100,000 - $115,000, plus bonuses. Salary offers are determined by various factors, including geographic location and candidate experience. We are committed to creating an inclusive work environment that values diverse perspectives and backgrounds. We encourage individuals from underrepresented groups in tech to apply.

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