As a Scaled Customer Success Manager (CSM) at Signifyd, you will drive success, net revenue retention, and expansion within our Mid-Market portfolio (merchants with <$75M annual GMV). As a member of this segment’s team of Scaled CSMs, you will proactively engage existing merchants using key metrics, mitigate churn risks, and onboard new merchants. We seek enthusiastic individuals eager to master our platform and become experts in the fraud, e-commerce, and payments landscape where we deliver significant value.
Collaborating closely with fellow CSMs, you will contribute to the overall success of merchants in this segment while achieving individual quarterly upsell targets. You will also partner with Sales, Implementation, and Risk teams dedicated to the Mid-Market, along with others, to ensure an exceptional customer experience. The ideal candidate is a results-oriented problem solver who is comfortable engaging with a high volume of clients daily.
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.
Requirements for position:
- 1-3 years of experience in a customer-facing role such as Customer Success, Account Management, or Sales.
- Experience specifically managing a high volume of accounts in a scaled (1:Many) customer success model is highly preferred.
- 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.
- Proficiency with Salesforce is advantageous.
- Bachelor's degree required.
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Benefits in our 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
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.
Signifyd provides a base salary, bonus, equity and benefits to all its employees. Our posted job may span more than one career level, and offered level and salary will be determined by the applicant’s specific experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data.
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What We Do
Signifyd provides an end-to-end Commerce Protection Platform that leverages its Commerce Network to maximize conversion, automate customer experience and eliminate fraud and consumer abuse for retailers. Signifyd counts among its customers a number of companies on the Fortune 1000 and Digital Commerce 360 Top 500 lists. Signifyd is headquartered in San Jose, CA., with locations in Denver, New York, Mexico City, São Paulo, Belfast, and London.
Why Work With Us
We have a hybrid working environment and culture built around collaboration, development, and diversity. We think it's incredibly important that people from all backgrounds feel a sense of inclusion and belonging and truly embody our company values. We also promote mental wellbeing with flexible time off!
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