Scaled Customer Success Manager

Position Overview

• Location Type: Remote
• Employment Type: Full-time
• Salary: Not specified

As a Scaled Customer Success Manager (CSM) at Signifyd, you will drive success, net revenue retention, and expansion within our Mid-Market portfolio (merchants with <$75M annual GMV). As a member of this segment’s team of Scaled CSMs, you will proactively engage existing merchants using key metrics, mitigate churn risks, and onboard new merchants. We seek enthusiastic individuals eager to master our platform and become experts in the fraud, e-commerce, and payments landscape where we deliver significant value.

Collaborating closely with fellow CSMs, you will contribute to the overall success of merchants in this segment while achieving individual quarterly upsell targets. You will also partner with Sales, Implementation, and Risk teams dedicated to the Mid-Market, along with others, to ensure an exceptional customer experience. The ideal candidate is a results-oriented problem solver who is comfortable engaging with a high volume of clients daily.

Responsibilities

• Drive scalable customer success initiatives across a pooled book of business, achieving targets for upsells, onboarding, and retention.
• Manage engagements with an average of ~30 accounts at any one time, drawn from the larger Mid-Market segment.
• Identify and execute upsell opportunities within the Mid-Market segment by leveraging Scaled Customer Success strategies to expand product adoption.
• Analyze client data to pinpoint optimization opportunities and proactively mitigate risks for at-risk merchants.
• Collaborate with the implementation team to lead new merchant onboarding, ensuring alignment with key business objectives.
• Deliver initial product training and high-level guidance for inbound customer inquiries, facilitating efficient escalation to specialized teams.
• Monitor and analyze customer health and adoption metrics to proactively identify opportunities and address potential risks.
• Engage with merchants regularly via phone, Zoom, and email to track progress and provide support in achieving their goals.
• Partner cross-functionally with teams like Technical Support, Risk Intelligence, and Data Science to ensure merchants realize optimal value from Signifyd.
• Conduct data analysis using tools (e.g., AI, Looker, SFDC, Google Suite) to generate actionable customer insights.
• Develop and deliver business reviews that highlight the customer partnership with Signifyd, outlining successes, revenue growth opportunities, and strategic recommendations at scale.
• Occasional work on Fridays or outside typical business hours, including holidays, may be needed to ensure comprehensive customer support aligned with Signifyd’s merchant’s needs.

Requirements

• 1-3 years of experience in a customer-facing role such as Customer Success, Account Management, or Sales.
• Experience specifically managing a high volume of accounts in a scaled (1:Many) customer success model is highly preferred.
• Excellent verbal and written communication skills.