Senior Enterprise Customer Success Manager

nesses 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 confident, fraud-free 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 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 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 clientsProject manage customer onboarding process to successful deployment by leading and coordinating internal and external activitiesWork extensively with various cross-functional teams in order to orchestrate service infrastructure around client needsIdentify and successfully close renewals and expansion opportunities within your book ofHave full ownership of commercial activities such as opportunity management and contract workflows.Understand your customers’ pain points, initiatives and goals and identify how Signifyd can partner to achieve their goalsUse knowledge of the Signifyd platform to advise on best practices around product usage with end-usersDevelop collateral and conduct regular reviews with client executive teamsEnsure swift resolution of account issues by using resources from cross-functional teamsProvide executive oversight and client communicationWork with Marketing to identify and convert successful customers into advocatesEmbody Signifyd values and serve as a role model for other team members Requirements for the position: 5+ years of Customer Success Management or Account ManagementAbility to travel when necessaryProficiency in Salesforce, JIRA, Excel and G-Suite is requiredProficiency in BI tools such as Looker is a plusProven customer management experience with Enterprise accountsProven track record of managing complex projectsAn analytical and metrics-driven work styleAbility to analyze complex situations, develop associated action plans and lead teams to achieve goalsCreative, driven, resourceful, detail-oriented, and highly organizedExcellent communication and presentation skillsSelf-starter who excels under ambiguity in a fast-paced, deadline-oriented environmentPassion for e-commerce and new technologyBackground in e-commerce, , fraud or data science is preferred Benefits in our US offices: Discretionary Time Off Policy (Unlimited!)401K MatchStock OptionsAnnual Performance Bonus or CommissionsPaid Parental Leave (12 weeks)On-Demand Therapy for all employees & their dependentsDedicated learning budget through LearnerblyHealth InsuranceDental InsuranceVision InsuranceFlexible Spending Account (FSA)Short Term and Long Term Disability InsuranceLife InsuranceCompany Social EventsSignifyd 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): $130,000 – $135,000 annuallyTier 2 (DC Metro/Austin/Chicago/Denver/Boston/Los Angeles/San Diego): $125,000 – $130,000 annuallyTier 3 (US - All Other): $120,000– $125,000annually 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 Skills: Customer Success