Customer Success Manager

Summary

Join Signifyd as a Customer Success Manager (CSM) and manage the ongoing success of a portfolio of mid-market to Enterprise accounts in EMEA. You will work cross-functionally to align with customer objectives, build strategic views of large accounts, and serve as a trusted business advisor. Key responsibilities include overseeing the customer lifecycle, managing onboarding, working with cross-functional teams, identifying renewal and expansion opportunities, and ensuring swift resolution of account issues. You will report to the Director, Enterprise Customer Success in London. This role requires 4+ years of experience in Customer Success or Account Management and proficiency in various software tools. Signifyd offers a comprehensive benefits package including stock options, performance bonuses, pension matching, health insurance, generous leave, and professional development opportunities.

Requirements

• 4+ years of Customer Success Management or Account Management
• Proficiency in Slack, Salesforce, JIRA, Excel and G-Suite is required
• Great sense of urgency and ability to work in a fast pace enviroment
• Requirement to occasionally be working on Fridays to support the 4-day workweek for the Customer Success team. Primary work will be responding to any customer escalations that arise that Customer Support cannot resolve
• Proven customer management experience with well recognised brands
• An analytical and metrics-driven workstyle
• 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
• Genuine interest in e-commerce and new technology
• Ability to travel when necessary and attend in-person session in London office as required

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

Preferred Qualifications

• Proficiency in BI tools such as Looker (or Tableau) is a big advantage
• Background in e-commerce, payments, fraud or data science is preferred

Benefits

• Stock Options
• Annual Performance Bonus or Commissions
• Pension matched up to 8%
• ���Day one’ access to great health, dental and optical insurance scheme
• Generous annual leave plus public holidays
• Cycle to Work Scheme
• Enhanced maternity and paternity leave (12 weeks full-pay for mums & dads, plus 12 weeks half-pay for mums)
• Regular paid social events organized by our social committee
• Mental wellbeing resources
• Dedicated learning budget through Learnerbly