Principal Customer Success Manager

New York, New York, United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

E-commerce, SaaSIndustries

Requirements

Candidates must have over 5 years of experience in senior roles for enterprise SaaS deployment or program management for large, complex, and strategic customers. A background in payments, fraud, or e-commerce industries is preferred. Strong communication skills, executive presence, and confidence in customer interactions are essential. Proven success in building relationships with senior customer executives and managing stakeholder relationships to achieve consensus is required. Sales acumen and excellent program management skills, including planning, cross-group collaboration, resource orchestration, communication, analytical capabilities, and attention to detail, are necessary. The ability to travel 30%+ is also required.

Responsibilities

The Principal CSM is responsible for the success of Signifyd’s most complex and strategic accounts, owning the entire customer relationship and journey. This includes ensuring seamless onboarding, driving optimal outcomes within core products, and collaboratively building and executing long-term growth plans. Responsibilities involve identifying and building relationships with senior stakeholders, planning and executing strategic sessions, and leveraging platform knowledge to develop growth plans. The role requires ensuring swift issue resolution by leveraging cross-functional teams and acting as the voice of the customer. Additionally, the Principal CSM will develop collateral, convey partnership value through business reviews, understand customer pain points to identify partnership opportunities, and work with Marketing to develop advocates. They will also partner with Product Management on emerging use cases and engage in executive events. The Principal CSM will embody Signifyd values and serve as a role model.

Skills

Customer Relationship Management

Account Management

Onboarding

Strategic Planning

Business Acumen

Stakeholder Management

Cross-functional Collaboration

Problem-Solving

Executive Communication

Business Reviews

Customer Advocacy

Signifyd

Fraud protection for online retailers

About Signifyd

Signifyd specializes in fraud protection for online retailers, helping them detect and prevent fraudulent activities. The company provides a platform that uses machine learning and artificial intelligence to analyze transactions in real-time, identifying potential fraud. This service allows retailers to reduce chargebacks and approve more legitimate orders, ultimately increasing their revenue. Signifyd differentiates itself by offering a financial guarantee on approved transactions, meaning they will cover costs if a transaction they approve is later found to be fraudulent. This added security builds trust with clients. Operating globally, Signifyd ensures transparency with real-time data on system performance, allowing retailers to focus on their core business without the constant worry of fraud.

Palo Alto, CaliforniaHeadquarters

2011Year Founded

$399.8MTotal Funding

SERIES_ECompany Stage

Cybersecurity, AI & Machine LearningIndustries

501-1,000Employees