Manager, Customer Success – EMEA

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. Lead, coach, and develop a team of 4–6 Customer Success Managers across EMEA and APAC .

Posted 10/19/2026full-timeRemoteMid-LevelSenior💰 $55,000 - $98,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading and developing Customer Success teams, with a strong focus on improving processes and achieving customer retention and growth targets. Proficient in utilizing Customer Success Platforms and maintaining accurate data management to drive strategic initiatives.

Highest-signal resume keywords

Customer Success ManagementTeam LeadershipB2B SaaS ExperienceProcess ImprovementSalesforce Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Journey ManagementNRR/GRR Target AchievementAccount Health MonitoringForecastingChurn Risk Management

Soft Skills

Clear CommunicationCoachingFeedback DeliveryCollaboration

Tools & Technologies

PlanhatGainsightSalesforceZendeskGoogle Workspace

Industry Keywords

EMEAAPACCustomer SuccessOnboardingRenewal

Tech Stack

Tools & technologies

MacOS

About the role

Key responsibilities & impact

Lead, coach, and develop a team of 4–6 Customer Success Managers across EMEA and APAC
Conduct consistent 1:1s and team meetings and provide clear, timely feedback
Coach CSMs through complex renewals, churn risks, and expansion conversations
Serve as the first point of escalation for CSMs
Interview, train, and onboard new CSM hires
Address performance gaps and partner with the manager as needed
Monitor account health, renewals, integration progress, utilization, and churn/downsell risk
Maintain an accurate forecast and surface risks to leadership with recommendations
Partner with Sales on upsell and cross-sell opportunities
Improve processes, playbooks, documentation, onboarding, account planning, renewal cadence, and customer-facing materials
Maintain accurate Salesforce and Planhat data
Represent team needs and customer feedback to Sales, Support, CSE, and Product
Ensure ARR-impacting initiatives are appropriately prioritized

Requirements

What you’ll need

Experience as a Customer Success Manager in B2B SaaS, owning the full customer journey from onboarding to renewal
5–8 years of overall Customer Success experience
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 with measurable results
Experience working with EMEA customers
Experience with a Customer Success Platform such as Planhat or Gainsight, Salesforce, and Zendesk
Clear, direct communication skills with technical contacts and executive stakeholders
Comfortable in a fully remote, async-first environment
Experience using macOS, Slack, Google Workspace, and Zoom
Proficiency using AI, ideally Claude and Gemini
Willingness to travel for customer meetings and Fingerprint events
Ability to work from the candidate's home location with authorization; Fingerprint does not sponsor visas

Benefits

Comp & perks

100% remote work
Remote, anywhere in the EMEA region
Work in a fully remote, async-first environment
Opportunity to work with a globally dispersed team
Travel opportunities for customer meetings and Fingerprint events