Vice President, Enterprise Customer Success

Signifyd leads the world in bringing the insights, innovation and compassion required to foster fearless commerce in a time of increasing digital threats. Working with some of the industry’s most recognizable retailers and brands, we are focused on using technology to enhance customer lifetime value and protect enterprises from fraud so they can focus on growing their business. 

We process billions in ecommerce transactions annually through our Commerce Network of thousands of merchants selling in more than 100 countries. We focus every day on harnessing machine learning and artificial intelligence in more powerful ways to maximize our customers’ revenue and their security. 

COMPANY HIGHLIGHTS: 

• Pedigreed Investors: a16z, Bain Capital, Menlo Ventures, American Express Ventures 
• Attractive Cash Position and Clean Cap Table: $205M fundraise in April 2021 
• Referenceable Customer Base: Over 10K total customers including global leaders Walmart, eBay, Samsung
• Management Team:  Strong, veteran management team with strong DNA in the payments, e-commerce, fraud space.  Co-founders are x-PayPal. 

ROLE AND RESPONSIBILITY 

As the Head of Enterprise Customer Success at Signifyd, you and your team will be responsible for our largest segment in the world, our Enterprise North America retailers. In your portfolio, you will be explicitly accountable to two of the company’s top-level KPIs, net revenue retention and product attachment rate. To achieve this, you must be an advisor that leads with data-driven value propositions, but who can also earn the complete trust of a myriad of client personas (executives, finance, risk, payments, operations) while navigating eight-figure deals with Signifyd executive sponsorship. You are the internal and public-facing voice of an incredibly diverse set of stakeholders, while leveraging data and business vision to partner with finance, corporate development, marketing and product teams to plan for future growth. You desire to be the leader of Signifyd's customer success professionals, shepherding our customers and increasing the lifetime value they receive from our products and services as they progress from onboarding through renewal, upsell, and advocacy. You are excited to help scale and mentor a team of ecommerce, risk, and payments consultants and ensure we provide best-in-class partnership for retailers and financial institutions that collectively process hundreds of billions of dollars annually.

Our ideal candidate has a proven track record of leading a high-functioning team responsible for revenue retention and growth at a technology company (ideally) servicing the eCommerce or payments verticals, a passion for mentorship, coaching and data-driven scalability, and an unwavering commitment to providing exceptional customer service.

KEY OBJECTIVES & DELIVERABLES 

• Ownership and delivery of top-level company KPIs, including net revenue retention, NPS and product attachment rate; strategic development and execution towards novel KPIs as Signifyd grows
• Manage a team of high-performing people managers (and their teams of individual contributors) with portfolios of clients ranging in online sales of $75m-$5B in GMV, while providing regular coaching, guidance, and feedback to identify and close new opportunities within the existing customer base to drive consistent, repeatable achievement of revenue targets through disciplined pipeline and upsell, cross-sell, and referral process management
• Develop and foster relationships with executive sponsors at our strategic clients to identify and close new opportunities to achieve upsell/cross-sell quotas, increase customer satisfaction and influence our product roadmap, focusing on how Signifyd can better align our offerings to our client’s long-term goals and strategies
• Serve as an consultative expert and trusted resource on Signifyd’s offerings in the marketplace and value proposition, as well as on competing and adjacent offerings
• Strategize, design and execute cross-functional best practices to increase Signifyd’s value proposition throughout the customer lifecycle and brand experience, identifying opportunities to increase our level of effectiveness within accounts to drive increased contract value and maintain Signifyd’s industry-leading retention rates
• Collaborate with product, marketing and operations stakeholders to execute on rigorously defined and measured experimental GTM strategies for Signifyd’s new products, define end-to-end consultative selling processes for those products, and then collaborate with marketing and sales enablement stakeholders to create, refine and distribute playbooks for use by the broader sales team
• Executive-level presence with outstanding presentation and communication skills, with ability to define and code switch between consultative selling processes for eCommerce/operations, finance, marketing and CX executive personas
• Flexibility to travel as required, 35-50% of time
• Excellent sales, risk and process management and reporting for team performance utilizing Salesforce
• Represent Signifyd at industry events

MINIMUM QUALIFICATIONS:

• Bachelor’s degree and 7+ years client-facing experience, at least 4+ years of which were in a people-management capacity, with track record of improving team performance over time and leading teams to outperform targets
• Enthusiastic and creative leader with the ability to inspire others and create work environments that encourage growth and development
• Proven ability to communicate multi-factored software and service value propositions and drive account growth for enterprise accounts (analytics, platforms, financial and/or technology solutions) with annual spend of at least eight-figures
• Passion for discovering the need for, delivering, and demonstrating multi-factored customer value while nurturing long-term professional relationships
• Distinctive problem solving and analytical skills, combined with insightful business judgment 
• Ability to code switch between technical, business and legal frameworks and translate between same vocabularies and communication styles
• Deep understanding of risk underwriting and a demonstrated ability to negotiate and close complex commercial agreements after appropriately weighing all factors to achieve customer value and protect margin structures

PREFERRED QUALIFICATIONS:

• Experience selling both software and professional services related to the card-not-present payment stack to eCommerce merchants and/or financial institutions
• Fluency with business intelligence reporting platforms (esp. Looker) and pipeline management and accuracy (e.g., Einstein)
• Experience with designing, executing and delivering on board-level growth initiatives
• 2+ years as a business advisor/consultant for enterprise clients and their executives; MBA or equivalent

REWARD PACKAGE:

• Robust cash compensation 
• An equity stake in the company 
• Solid benefits package 
• The personal reward associated with playing a leadership role in the growth of a disruptive business

#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.