As a Senior 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. 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 Senior Director of Customer Success.
Responsibilities:
- Oversee the customer lifecycle to proactively drive adoption and ensure ongoing client satisfaction and retention of a portfolio of assigned clients
- Use knowledge of the Signifyd platform to advise on best practices around product usage with end-users
- Identify and successfully close renewals and expansion opportunities within your book of business
- Develop collateral and conduct periodic 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 position:
- 5+ years of Customer Success Management or Account Management
- Ability to travel when necessary
- Proven customer management skills with complex accounts
- Ability to analyze complex situations, develop associated action plans and lead teams to achieve goals
- Creative, resourceful, detail-oriented, and highly organized
- An analytical and metrics-driven work style
- Experience with Microsoft Excel
- 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 a plus
#LI-Remote
Benefits in the USA:
- 4-day workweek
- Discretionary Time Off Policy (Unlimited!)
- Talkspace 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
(Colorado only*) Minimum salary of $105,000.00 + 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.