Senior Enterprise Customer Success Manager (CSM)

Employment Type: Full-time Location Type: Remote Salary: $125,000 - $145,000 USD

Position Overview

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 with multiple teams to ensure alignment with customer objectives and build a strategic view of your accounts to ensure long-term success. As a trusted business advisor for your assigned customers, you will engage with them to ensure platform usage, track key success metrics/outcomes, and conduct periodic account reviews. You will report to the VP, Enterprise Customer Success.

Responsibilities

• Oversee the customer lifecycle to proactively drive adoption and ensure ongoing client satisfaction and retention of a portfolio of assigned clients.
• Project manage the customer onboarding process to successful deployment by leading and coordinating internal and external activities.
• Work 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.
• Have full ownership of commercial activities such as opportunity management and contract workflows.
• Understand your customers’ pain points, initiatives, and business goals and identify how Signifyd can partner to achieve their goals.
• Use knowledge of the Signifyd platform to advise on best practices around product usage with end-users.
• Develop collateral and conduct regular 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.
• Work 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 Customer Success Management or Account Management experience.
• Proven customer management experience with Enterprise accounts.
• Proven track record of managing complex projects.
• An analytical and metrics-driven workstyle.
• Ability to analyze complex situations, develop associated action plans, and lead teams to achieve goals.
• 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.
• Proficiency in Salesforce, JIRA, Excel, and G-Suite is required.
• Ability to travel when necessary.
• Requirement to occasionally be working on Fridays to support the 4-day workweek for the Customer Success team, primarily responding to customer escalations that Customer Support cannot resolve.
• Proficiency in BI tools such as Looker is a plus.
• Background in e-commerce, payments, fraud, or data science is preferred.

Benefits (US Offices)

• 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

Company Information

Signifyd provides a base salary, bonus, equity, and benefits to all its employees. Our posted job may span more than one career level, and the 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.

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.

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