Senior Enterprise Customer Success Manager

Job Overview

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.

Job Description

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 !

This involves proactively engaging existing merchants, mitigating churn risks, and onboarding new clients.

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.

Key Responsibilities

• At Signifyd, we help merchants confidently grow their businesses by building trusted relationships with their customers.
• Trusted by thousands of leading merchants across more than 100 countries, we securely process billions of transactions each year.
• Department: Enterprise Customer Success The Enterprise Customer Success team is responsible for driving success, net revenue retention, and expansion within our largest customer portfolio.
• 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.

Required Skills and Qualifications

• 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.
• Join us on our mission to empower confident, fraud-free commerce by helping online retailers provide superior customer experiences and eliminate fraud.
• 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.
• 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 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 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 Compensation: In the United States, each work location is assigned a specific pay zone, which determines the salary range for a given position.
• 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.
• Bonus : This role is eligible for a customer success bonus plan as part of the total compensation package We want to provide an inclusive interview experience for all, including people with disabilities.

Benefits and Perks

• 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 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 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 Compensation: In the United States, each work location is assigned a specific pay zone, which determines the salary range for a given position.
• 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– $125,000annually 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 We want to provide an inclusive interview experience for all, including people with disabilities.

Work Location and Schedule

This role is listed as Remote USA with location information shown as Remote USA. The employment type is Full Time.

About the Company

Signifyd is the organization connected with this listing. USA Jobs Today displays this opportunity for job discovery only, so applicants should verify company details, application instructions, and eligibility on the official employer website.