Senior Enterprise Customer Success Manager

New Senior Enterprise Customer Success Manager United States (Remote); Apply At Signifyd, we help merchants confidently grow their businesses by building trusted relationships with their customers. Our advanced technology, combined with a team genuinely invested in our clients’ success, creates frictionless shopping experiences, approving more good orders, protecting revenue, and keeping customers happy. Trusted by thousands of leading merchants across more than 100 countries, we securely process billions of transactions each year. Our people are the heart of everything we do, driving our mission forward with commitment, empathy, and creativity. Join us on our mission to empower fearless commerce by helping online retailers provide superior customer experiences and eliminate fraud. Learn about our company values  here ! Department: Enterprise Customer Success The Enterprise Customer Success team is responsible for driving success, net revenue retention, and expansion within our largest customer portfolio. This involves proactively engaging 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. As a Senior Enterprise Customer Success Manager (CSM), you 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. You will build out a strategic view of your accounts to ensure long-term success. As a trusted business advisor for your assigned customers, you will help engage with your customers to ensure platform usage, track key success metrics/outcomes, and conduct periodic account reviews. You will report to the Director, 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 customer onboarding process to successful deployment by leading and coordinating internal and external activities  Work extensively with various cross-functional teams in order 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 for the position : 5+ years of Customer Success Management or Account Management Ability to travel when necessary  Proficiency in Salesforce, JIRA, Excel and G-Suite is required  Proficiency in BI tools such as Looker is a plus Proven customer management experience with Enterprise accounts Proven track record of managing complex projects  An analytical and metrics-driven work style Ability to analyze complex situations, develop associated action plans and lead teams to achieve goals Creative, driven, resourceful, detail-oriented, and highly organized 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 Background in e-commerce, payments, fraud or data science is preferred Benefits in our 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 Compensation:  In the United States, each work location is assigned a specific pay zone, which determines the salary range for a given position. The starting base salary for the selected candidate will be based on a variety of factors, including job-related skills, experience, qualifications, geographic location, and current market conditions. Base Salary Ranges by Pay Zone: Tier 1 (NYC/SF Bay Area/Seattle): $140,000 – $150,000 annually Tier 2 (DC Metro/Austin/Chicago/Denver/Boston/Los Angeles/San Diego): $135,000 – $140,000 annually Tier 3 (US - All Other): $130,000– $135,000annually Equity:  This role is eligible for a stock option grant of up to 1500 stock options, based on the position level and internal compensation guidelines.   Bonus : This role is eligible for a customer success bonus plan as part of the total compensation package 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. Signifyd's Applicant Privacy Notice Create a Job Alert Interested in building your career at Signifyd? Get future opportunities sent straight to your email. Create alert Apply for this job * indicates a required field Autofill with MyGreenhouse First Name * Last Name * Email * Phone Country * Phone * Location (City) Locate me Resume/CV * Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf Cover Letter Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf Education School Select... Degree Select... Discipline Select... Start date year End date year Add another What is your preferred name? * LinkedIn Profile How did you hear about this job? * Select... Do you have 5+ years of experience in Customer Success Management and/or Account Management? * Select... Do you have experience fully owning renewals and upsells? * Select... How many accounts are in your book of business? * Do you have experience in payments, fraud prevention, and/or e-commerce? * Select... Are you willing and able to travel for customer meetings as needed? * Select... Are you legally authorized to work in the United States? * Select... Are you on any kind of work visa currently? * Select... Will you now or in the future require employer sponsorship to work in the United States? (Examples include: H-1B, TN, E-3, O-1, OPT, CPT, or any other employment authorization requiring employer sponsorship, including a STEM OPT I-983 Extension.) * Select... We care about addressing everyone correctly. Share your personal pronouns with the hiring team if you'd like. she/her/hers he/him/his they/them/theirs What are personal pronouns? Personal pronouns are the pronouns that other individuals would use to refer to you. You can select multiple sets of pronouns. Signifyd US Candidate Demographic Questions Signifyd is an equal opportunity employer. We celebrate diversity and are fully committed to creating an inclusive, safe environment for all candidates and employees. Candidate demographic data in the aggregate provides a wealth of information that we can use to assess progress against our diversity and inclusion goals and identify areas we can do better. By answering these demographic questions, you are helping Signifyd become a more inclusive place for all of us to do our best work! What is your gender? * Select... What is your race/ethnic group? * Select... What is your highest level of school you have completed or the highest degree you have received? * Select... Which of the following categories best describes your employment status? * Select... What is your Veteran status? * Select... Do you consider yourself to have a disability? * Select... Submit application