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 fearless 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.
As a Senior Enterprise Customer Success Manager (CSM), you 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. You will build out 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 your customers to ensure platform usage, track key success metrics/outcomes, and conduct periodic account reviews. You will report to the VP, Enterprise Customer Success.
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
Requirements for the position:
- 5+ years of Customer Success Management or Account Management
- Ability to travel for customer facing meetings when necessary
- Proficiency in Salesforce, JIRA, Excel and G-Suite is required
- Proficiency in BI tools such as Looker is a plus
- 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
- Background in e-commerce, payments, fraud or data science is preferred
#LI-Remote
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, abilities, and location, 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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