Signifyd

Principal Customer Success Manager

New York, New York, United States

Not SpecifiedCompensation
Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
E-commerce, SaaSIndustries

Role Overview

As a Principal CSM, you will be responsible for the success of Signifyd’s most complex and strategic accounts. You will own the relationship across the entire customer journey, ensuring the customer’s seamless transition onto the Signifyd platform and driving optimal outcomes for the customer within core products utilized. You will collaboratively build and execute a long-term growth plan both internally and with the customer. The right candidate leverages their strong business acumen in order to deeply understand their customers’ business objectives and jointly build a long-term strategy with the customer. Success in this role requires an expert relationship builder who can align stakeholders at the highest levels of the customer organization and internally in order to execute on delivering desired outcomes.

Activities & Responsibilities

  • Own the end to end customer relationship, ensuring seamless onboarding, optimal performance for the customer and strategic alignment between Signifyd and the customer
  • Identify, establish, and build deep relationships with current and potential senior stakeholders within your accounts
  • Plan and execute discovery, change management, and strategic alignment sessions with internal Signifyd teams and customer stakeholders
  • Leverage knowledge of the Signifyd platform, industry trends and customer objectives to develop long-term growth plans as a strategic partner.
  • Ensure swift resolution of account issues by leveraging resources from cross-functional teams, while being the voice of the customer
  • Embody Signifyd values and serve as a role model for other team members
  • Develop collateral and effectively convey the value of the Signifyd partnerships via business reviews with client executive teams
  • Understand your customers’ pain points, initiatives and business goals and identify how Signifyd can partner to achieve their goals
  • Partner closely with Marketing to develop your key stakeholders into advocates
  • Build relationships to help expand Signifyd’s footprint in the organization as well as identify upsell, cross-sell and other growth opportunities
  • Partner with the Product Management team to explore emerging use cases with clients including, but not limited to, Returns Abuse prevention and Account Integrity
  • Engage and host executive onsites at customer and partner events
  • Ability to travel 30%+

Requirements for Position

Experience

  • 5+ years of success in senior roles in enterprise SaaS deployment and/or program management for large, complex, and strategic customers is required.
  • Background in payments, fraud, and/or e-commerce industries preferred.

Leadership

  • This role requires strong communication skills, as well as displaying executive presence and confidence in varying levels of customer situations.
  • The Enterprise Program Manager must display leadership with Signifyd, customer and partner teams who may be engaged in the delivery of complex solutions for overall customer success.

Relationship Building

  • Proven track record of building relationships with senior customer executives in large or highly strategic accounts.
  • Experience managing various stakeholder relationships to generate consensus on solutions/engagements required.

Sales Acumen

  • While retention, customer satisfaction, and value realization are the core goals for this role, we’re looking for someone who has a sales mindset and understands how to manage complex, long-term sales cycles.

Program Management

  • Excellent skills in planning for a portfolio of engagements, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail required.
  • The Principal CSM will be accountable for the development and execution of the shared merchant plan, including the operational health of the customer solutions deployed today and in the future.

Collaboration and Communication

  • Proven track record of driving decisions collaboratively, resolving conflicts, and ensuring follow-through.

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

Benefits

Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
Disability Insurance
Flexible Spending Account/Flexible Spending Account
Unlimited Paid Time Off
401(k) Company Match
Stock Options
Annual Performance Bonus
Paid Parental Leave
On-Demand Therapy for all employees & their dependents
Dedicated learning budget through Learnerbly
Company Social Events

Risks

Rise of 'friendly fraud' challenges Signifyd's financial guarantee model.
'Buy now, pay later' services introduce new fraud types that may evade current detection.
Flexible return policies in Europe could increase return fraud, straining existing strategies.

Differentiation

Signifyd offers a financial guarantee on approved transactions, covering potential fraud costs.
The company uses advanced AI and machine learning for real-time fraud detection.
Signifyd's global reach allows it to serve a diverse range of e-commerce clients.

Upsides

Partnership with Adobe Commerce enhances transaction intelligence and fraud protection capabilities.
$100 million Series D funding supports European market expansion and operational scaling.
Integration with Celerant shifts liability, attracting retailers seeking comprehensive fraud solutions.

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