Senior Enterprise Customer Success Manager
Signifyd · USA
Job Description
Senior Enterprise Customer Success Manager
Company: Signifyd Location: Remote (USA) Contract: Permanent Seniority: Senior
At Signifyd, we empower merchants to confidently grow their businesses by fostering trusted customer relationships. Our advanced technology, combined with a team dedicated to client success, creates seamless shopping experiences, approves more legitimate orders, protects revenue, and enhances customer satisfaction. Join us in our mission to enable confident, fraud-free commerce by helping online retailers deliver superior customer experiences.
About the Department
The Enterprise Customer Success team is responsible for driving success, net revenue retention, and expansion within our largest customer accounts. This involves proactive engagement with existing merchants, mitigating churn risks, and onboarding new clients. 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. We are a results-oriented group focused on delivering significant value and achieving our collective and individual targets.
About the Role
As a Senior Enterprise Customer Success Manager (CSM), you will manage the ongoing success of a portfolio of Signifyd's large, enterprise customers. You will work cross-functionally to ensure alignment with customer objectives and develop a strategic view of your accounts to ensure long-term success. Acting as a trusted business advisor, you will engage with customers to ensure platform usage, track key success metrics, and conduct periodic account reviews. You will report to the Director, Enterprise Customer Success.
Key Responsibilities
- Oversee the customer lifecycle to proactively drive adoption and ensure ongoing client satisfaction and retention for your assigned portfolio.
- Project manage the customer onboarding process to successful deployment by leading and coordinating internal and external activities.
- Collaborate extensively with various cross-functional teams to orchestrate service infrastructure around client needs.
- Identify and successfully close renewals and expansion opportunities within your book of business.
- Take full ownership of commercial activities, including opportunity management and contract workflows.
- Understand customer pain points, initiatives, and business goals, identifying how Signifyd can partner to achieve them.
- Advise end-users on best practices for product usage, leveraging your knowledge of the Signifyd platform.
- Develop collateral and conduct regular business reviews with client executive teams.
- Ensure swift resolution of account issues by leveraging resources from cross-functional teams.
- Provide executive oversight and client communication.
- Partner with Marketing to identify and convert successful customers into advocates.
- Embody Signifyd values and serve as a role model for other team members.
Requirements
- 5+ years of experience in Customer Success Management or Account Management.
- Proven customer management experience with Enterprise accounts.
- Proven track record of managing complex projects.
- Proficiency in Salesforce, JIRA, Excel, and G-Suite is required.
- Proficiency in BI tools such as Looker is a plus.
- An analytical and metrics-driven work style.
- Ability to analyze complex situations, develop action plans, and lead teams to achieve goals.
- Excellent communication and presentation skills.
- Creative, driven, resourceful, detail-oriented, and highly organized.
- A 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.
- Ability to travel when necessary.
What We Offer
- Discretionary Time Off Policy (Unlimited!)
- 401K Match
- Stock Options
- Annual Performance Bonus or Commissions
- Paid Parental Leave (12 weeks)
- On-Demand Therapy for employees and their dependents
- Dedicated learning budget through Learnerbly
- Comprehensive Health, Dental, and Vision Insurance
- Flexible Spending Account (FSA)
- Short Term and Long Term Disability Insurance
- Life Insurance
- Company Social Events
- Signifyd Swag
Compensation:
- Base Salary Ranges by Pay Zone (USA):
- 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– $125,000 annually
- Equity: Eligible for a stock option grant of up to 1500 stock options.
- Bonus: Eligible for a customer success bonus plan.
✨ This description was enhanced by AI based on the original listing.