Associate Customer Success Manager

Summary

Join Signifyd as an Associate Customer Success Manager and partner with Principal CSMs to support the success and retention of strategic customer accounts. You will leverage technology expertise, business acumen, and customer success passion to achieve expected outcomes for both customers and the company. As a trusted advisor, you will understand customer goals, optimize performance, and collaborate with internal teams to deliver an outstanding customer experience. This role offers an opportunity to build your career while working with leading e-commerce brands. You will manage project plans, advise on best practices, build relationships, develop collateral, and ensure swift resolution of account issues. The position requires strong project management, communication, and analytical skills, along with experience in customer management within complex accounts.

Requirements

• 1+ years of Customer Success Management or Account Management; technology background preferred
• An analytical and metrics-driven work style
• Excellent communication and presentation skills
• Strong project management experience
• Ability to analyze complex situations and develop associated action plans and drive teams to achieve goals
• Customer management experience within complex accounts
• Ability to generate and manipulate data for presentations (Microsoft Excel, Looker, etc.)
• Motivated, resourceful, detail-oriented, and highly organized
• Self-starter who excels under ambiguity in a fast-paced, deadline-oriented environment
• You will complete basic level trainings
• Shadow all assigned customer calls and effectively track issues and commitments
• Demonstrate proficiency in cross-functional communication and task management, including knowledge of respective teams task tracking systems
• You will complete second/advanced level trainings
• On client calls, you will consistently participate in dialogue and make trusted advisor contributions
• In addition to tracking cross-functional issues/tasks, you will add value by recognizing or recommending qualitative or operational improvements within your CS team and cross-functionally
• You will begin contributing to client relationships by recognizing opportunities and risks and collaborating with your CS team to leverage or mitigate
• While we don’t expect you to be fluent in all-things Signifyd, you will demonstrate mastery in where/from whom to get 90% of the answers you need
• Complete research, investigation and analysis into business, fraud and other operational topics
• Lead internal cross-functional meetings discussing and resolving client issues

Responsibilities

• Partner with your Principal CSMs to ensure the ongoing client satisfaction and retention of a portfolio of assigned Strategic clients
• Manage project plans for key merchant initiatives such as onboarding, product and implementation upgrades; including task management across internal resources assigned to the project
• Use knowledge of the Signifyd platform to advise on best practices around product usage with end-users
• Identify, establish, and strengthen relationships with current and potential team members within your accounts
• Develop collateral and conduct weekly performance reviews with client teams
• Ensure swift resolution of account issues by using resources from cross-functional teams, as needed
• Take ownership of recurring tasks necessary to support the relationship with your enterprise accounts; including billing, reporting and other client specific items
• Account for merchant supporting tasks in aggregate, help prepare meeting agendas and track meeting deliverables. Continuously consider next steps to drive for resolution and help manage completion of those steps, including cross-functionally
• Embody Signifyd values and serve as a role model for other team members
• Maintain recurring tasks and responsibilities to support key strategic account requirements
• Partner with your Principal CSMs to identify and drive account expansion opportunities
• Ability to travel 15%+

Preferred Qualifications

Background in e-commerce, fraud or payments industries is a plus

Benefits

• 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