Scaled Customer Success Manager

Summary

Join Signifyd as a Scaled Customer Success Manager (CSM) and drive success, net revenue retention, and expansion within our Mid-Market portfolio. You will proactively engage existing merchants, mitigate churn risks, and onboard new merchants. Collaborate with fellow CSMs and other teams to ensure exceptional customer experiences while achieving individual upsell targets. The ideal candidate is a results-oriented problem solver comfortable managing a high volume of clients. You will analyze client data, identify optimization opportunities, and mitigate risks. You will also deliver product training and support to merchants.

Requirements

• 1-3 years of experience in a customer-facing role such as Customer Success, Account Management, or Sales
• Excellent verbal and written communication, and presentation skills, with a demonstrated comfort and preference for phone-based client interactions
• Proven ability to analyze complex challenges, develop actionable strategies, and effectively lead teams to accomplish key objectives
• Exceptional time management and prioritization skills, capable of effectively managing the diverse needs of a large customer base
• A highly motivated, resourceful, and detail-oriented individual with strong organizational skills
• A self-driven individual who thrives in the face of ambiguity within a fast-paced, deadline-oriented setting
• Bachelor's degree required

Responsibilities

• Drive scalable customer success initiatives across a pooled book of business, achieving targets for upsells, onboarding, and retention
• Manage engagements with an average of ~30 accounts at any one time, drawn from the larger Mid-Market segment
• Identify and execute upsell opportunities within the Mid-Market segment by leveraging Scaled Customer Success strategies to expand product adoption
• Analyze client data to pinpoint optimization opportunities and proactively mitigate risks for at-risk merchants
• Collaborate with the implementation team to lead new merchant onboarding, ensuring alignment with key business objectives
• Deliver initial product training and high-level guidance for inbound customer inquiries, facilitating efficient escalation to specialized teams
• Monitor and analyze customer health and adoption metrics to proactively identify opportunities and address potential risks
• Engage with merchants regularly via phone, Zoom, and email to track progress and provide support in achieving their goals
• Partner cross-functionally with teams like Technical Support, Risk Intelligence, and Data Science to ensure merchants realize optimal value from Signifyd
• Conduct data analysis using tools (e.g., AI, Looker, SFDC, Google Suite) to generate actionable customer insights
• Develop and deliver business reviews that highlight the customer partnership with Signifyd, outlining successes, revenue growth opportunities, and strategic recommendations at scale
• Occasional work on Fridays or outside typical business hours, including holidays, may be needed to ensure comprehensive customer support aligned with Signifyd's merchant’s needs

Preferred Qualifications

• Experience specifically managing a high volume of accounts in a scaled (1:Many) customer success model is highly preferred
• Proficiency with Salesforce is advantageous

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