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Client Success Specialist
2 months ago
About Fingerprint:
Fingerprint is at the forefront of combating online fraud, providing innovative solutions that empower developers to tackle issues at their source. Our focus is on transforming groundbreaking concepts in fraud detection into practical applications. We cater to a diverse clientele, from independent developers to large corporations, all while maintaining a fully remote and globally distributed workforce with a strong commitment to open-source initiatives. Our flagship project, FingerprintJS, has garnered significant recognition with over 20,000 stars on GitHub.
Role Overview:
As a Customer Success Manager, you will play a crucial role in enhancing and nurturing our relationships with Commercial and SMB clients. Your expertise will guide customers across various sectors to maximize the value derived from our offerings.
Key Responsibilities:
1. Facilitate a seamless transition from implementation to operational status, ensuring an effective 'go-live' experience for all clients.
2. Manage a diverse portfolio of over 70 Commercial and SMB accounts, maintaining high satisfaction levels and ensuring optimal utilization of our products.
3. Develop tailored success plans that identify key milestones and strategies customized to each client's specific requirements.
4. Conduct regular strategy sessions with clients to review product usage, gather feedback for enhancements, 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 product improvements.
7. Proactively monitor account health, identifying potential risks such as churn and managing escalations effectively.
Who You Are:
1. You possess 2-3 years of experience in a customer success role within a mid-market or enterprise-level SaaS environment.
2. Familiarity with platforms like Zendesk and Salesforce is advantageous.
3. You excel in prioritizing tasks, multitasking, and engaging effectively with clients.
4. You are skilled in leading executive-level meetings and discussions.
5. Your communication skills are exemplary, characterized by clarity, conciseness, and the ability to engage and persuade diverse audiences.
6. You demonstrate empathy, diplomatic finesse, and composure under pressure, especially when addressing customer concerns.
7. 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 group performance.
Compensation: The salary range for this role is $100,000 - $115,000, plus bonus opportunities. Compensation is determined based on various factors, including geographic location, experience, and market conditions.
Fingerprint is committed to fostering an inclusive work environment that values diverse experiences and perspectives. We encourage applications from individuals from underrepresented groups in technology.
