Senior Enterprise Customer Success Manager
At Signifyd, we help merchants confidently grow their businesses by building trusted relationships with their customers. Our advanced technology, combined with a team genuinely invested in our clients’ success, creates frictionless shopping experiences, approving more good orders, protecting revenue, and keeping customers happy.
Trusted by thousands of leading merchants across more than 100 countries, we securely process billions of transactions each year. Our people are the heart of everything we do, driving our mission forward with commitment, empathy, and creativity. Join us on our mission to empower confident, fraud-free commerce by helping online retailers provide superior customer experiences and eliminate fraud. Learn about our company values here!
Department: Enterprise Customer Success
The Enterprise Customer Success team is responsible for driving success, net revenue retention, and expansion within our largest customer portfolio. This involves proactively engaging existing merchants, mitigating churn risks, and onboarding new clients. Our team members are experts in the fraud, e-commerce, and payments landscape, collaborating closely with Sales, Implementation, and Risk teams to ensure an exceptional customer experience. We are a results-oriented group focused on delivering significant value and achieving our collective and individual targets.
As a Senior Enterprise Customer Success Manager (CSM), you manage the ongoing success of a portfolio of Signifyd's large, enterprise customers. You will work cross-functionally with multiple teams to ensure alignment with customer objectives. You will build out a strategic view of your accounts to ensure long-term success. As a trusted business advisor for your assigned customers, you will help engage with your customers to ensure platform usage, track key success metrics/outcomes, and conduct periodic account reviews. You will report to the Director, Enterprise Customer Success.
Responsibilities:
Oversee the customer lifecycle to proactively drive adoption and ensure ongoing client satisfaction and retention of a portfolio of assigned clients
Project manage customer onboarding process to successful deployment by leading and coordinating internal and external activities
Work extensively with various cross-functional teams in order to orchestrate service infrastructure around client needs
Identify and successfully close renewals and expansion opportunities within your book of business
Have full ownership of commercial activities such as opportunity management and contract workflows.
Understand your customers’ pain points, initiatives and business goals and identify how Signifyd can partner to achieve their goals
Use knowledge of the Signifyd platform to advise on best practices around product usage with end-users
Develop collateral and conduct regular business reviews with client executive teams
Ensure swift resolution of account issues by using resources from cross-functional teams
Provide executive oversight and client communication
Work with Marketing to identify and convert successful customers into advocates
Embody Signifyd values and serve as a role model for other team members
Requirements for the position:
5+ years of Customer Success Management or Account Management
Ability to travel when necessary
Proficiency in Salesforce, JIRA, Excel and G-Suite is required
Proficiency in BI tools such as Looker is a plus
Proven customer management experience with Enterprise accounts
Proven track record of managing complex projects
An analytical and metrics-driven work style
Ability to analyze complex situations, develop associated action plans and lead teams to achieve goals
Creative, driven, resourceful, detail-oriented, and highly organized
Excellent communication and presentation skills
Self-starter who excels under ambiguity in a fast-paced, deadline-oriented environment
Passion for e-commerce and new technology
Background in e-commerce, payments, fraud or data science is preferred
Benefits in our US offices:
Discretionary Time Off Policy (Unlimited!)
401K Match
Stock Options
Annual Performance Bonus or Commissions
Paid Parental Leave (12 weeks)
On-Demand Therapy for all employees & their dependents
Dedicated learning budget through Learnerbly
Health Insurance
Dental Insurance
Vision Insurance
Flexible Spending Account (FSA)
Short Term and Long Term Disability Insurance
Life Insurance
Company Social Events
Signifyd Swag
Compensation:
In the United States, each work location is assigned a specific pay zone, which determines the salary range for a given position. The starting base salary for the selected candidate will be based on a variety of factors, including job-related skills, experience, qualifications, geographic location, and current market conditions.
Base Salary Ranges by Pay Zone:
Tier 1 (NYC/SF Bay Area/Seattle): $130,000 – $135,000 annually
Tier 2 (DC Metro/Austin/Chicago/Denver/Boston/Los Angeles/San Diego): $125,000 – $130,000 annually
Tier 3 (US - All Other): $120,000– $125,000annually
Equity: This role is eligible for a stock option grant of up to 1500 stock options, based on the position level and internal compensation guidelines.
Bonus: This role is eligible for a customer success bonus plan as part of the total compensation package
We want to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process.
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