As a Senior Customer Success Manager (CSM), you manage the ongoing success of a portfolio of Signifyd's mid-market growth accounts. 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 Manager 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 (~25 accounts)
- 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
- 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
- Experience managing a strategic book of business of mid-market accounts
- Experience in commercial ownership of accounts
- Ability to travel when necessary
- 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 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 organizing and presenting data
- 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
- Ability to leverage cross-functional teams (ex: support, data science) to ensure merchants that operate in a real-time, transactional environment are successful
#LI-Remote
Benefits in our US offices:
- 4-day workweek
- 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, and abilities, as well as internal equity and alignment with market data.
