Senior Customer Success Manager

Summary

Join Signifyd as a Senior Enterprise Customer Success Manager (CSM) and manage the success of a portfolio of large enterprise clients. You will collaborate with cross-functional teams, build strategic account views, and serve as a trusted advisor. Key responsibilities include overseeing the customer lifecycle, managing onboarding, working with cross-functional teams, identifying renewal and expansion opportunities, and managing commercial activities. You will also analyze customer needs, advise on best practices, conduct business reviews, resolve account issues, and work with marketing to cultivate customer advocacy. This role requires 5+ years of experience in customer success or account management, proficiency in various software tools, and strong analytical and communication skills. Signifyd offers a competitive compensation package and benefits.

Requirements

• 5+ years of Customer Success Management or Account Management
• Ability to travel when necessary
• Proficiency in Salesforce, JIRA, Excel and G-Suite is required
• 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 Enterprise accounts
• Proven track record of managing complex projects
• 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
• Passion for e-commerce and new technology

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 is a plus
• Background in e-commerce, payments, fraud or data science is preferred

Benefits

• 4-day workweek
• 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