Senior Enterprise Customer Success Manager

About Signifyd

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.

The Role: Senior Enterprise Customer Success Manager (CSM)

As a Senior Enterprise Customer Success Manager (CSM), you will 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 and build 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 them 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 assigned clients.
• Project manage the customer onboarding process to successful deployment by leading and coordinating internal and external activities.
• Work extensively with various cross-functional teams 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 customer pain points, initiatives, and business goals, and identify how Signifyd can partner to achieve them.
• 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 leveraging resources from cross-functional teams.
• Provide executive oversight and client communication.
• Collaborate with Marketing to identify and convert successful customers into advocates.
• Embody Signifyd values and serve as a role model for other team members.

Requirements

• 5+ years of Customer Success Management or Account Management experience.
• 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 (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

• 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– $125,000 annually
• 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.

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.

Accessibility

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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