Signifyd is seeking a passionate and driven Customer Success executive to help lead our Tier 1 Customer Success organization. As the Director of Customer Success, you will be responsible for the ongoing success of our high-touch accounts, creating scalable processes to support our growth, and designing a strategic growth plan for this market segment. You will lead a team of global Managers and CSMs focused on our top-tier enterprise accounts and will work cross-functionally with senior leadership to drive strategic customer and partner relationships. This is a tremendous opportunity to help define our customer success strategy and continue our commitment to customer centricity as we meet our rapid growth plans.

Responsibilities

  • Define the segment customer success strategy to ensure continued retention performance, scalable process development, and accelerated growth plans
  • Oversee the customer lifecycle to proactively and consistently achieve customer outcomes as well as align to the customer's strategic business objectives 
  • Leverage exceptional business acumen to deeply understand customers’ business objectives to guide the creation of long-term joint company success plans
  • Utilize knowledge of the Signifyd platform, ecosystem, and industry trends to advise the team on best-practice account engagement and long-term partnership 
  • Ensure development of the broader CSM organization through coaching, enablement, and executive engagement 
  • Advance onboarding process development by leveraging cross-functional teams to ensure successful customer go-lives 
  • Partner closely with cross-functional resources to achieve company-wide OKRs
  • Embody Signifyd values and serve as a role model for team members

Requirements

  • 8+ years of customer success management specifically with enterprise customers including commercial responsibility
  • 5+ years of people management experience required, second-line leadership experience preferred
  • Proven customer and change management skills with large and complex accounts
  • Ability to analyze complex situations, develop associated action plans, influence and lead teams to achieve key objectives
  • Creative, resourceful, detail-oriented, and highly organized
  • An analytical and metrics-driven work style
  • Excellent communication and presentation skills
  • Self-starter who thrives 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 a plus
  • Undergraduate degree required, MBA preferred

#LI-Remote

(Colorado only*) Minimum salary of $165,000 + bonus + equity + benefits. 
*Note: Disclosure as required by sb19-085 (8-5-20) of the minimum salary compensation for this role when being hired into our offices in Colorado.

Benefits in our US offices:

  • 4-day workweek
  • Discretionary Time Off Policy (Unlimited!)
  • BetterHelp Online Therapy Membership
  • Dedicated learning budget through Learnerbly
  • 401K Match
  • Stock Options
  • Annual Performance Bonus or Commissions
  • Paid Parental Leave (12 weeks)
  • Health Insurance
  • Dental Insurance
  • Vision Insurance
  • Flexible Spending Account (FSA)
  • Short Term and Long Term Disability Insurance
  • Life Insurance
  • Company Social Events
  • Signifyd Swag

 

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