Scaled Customer Success Manager - Remote

Overview

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). You will proactively engage existing merchants using key metrics, mitigate churn risks, and onboard new merchants.

In Short

• Drive scalable customer success initiatives across a pooled book of business.
• Manage engagements with an average of ~30 accounts at any one time.
• Identify and execute upsell opportunities within the Mid-Market segment.
• Analyze client data to pinpoint optimization opportunities.
• Collaborate with the implementation team for new merchant onboarding.
• Deliver initial product training and support for customer inquiries.
• Monitor and analyze customer health and adoption metrics.
• Engage with merchants regularly via phone, Zoom, and email.
• Partner cross-functionally with various teams to ensure customer value.
• Conduct data analysis using tools like AI and Looker.

Requirements

• 1-3 years of experience in a customer-facing role.
• Experience managing a high volume of accounts in a scaled customer success model.
• Excellent verbal and written communication skills.
• Proven ability to analyze complex challenges and lead teams.
• Exceptional time management and prioritization skills.
• A highly motivated and detail-oriented individual.
• A self-driven individual thriving in a fast-paced environment.
• Proficiency with Salesforce is advantageous.
• Bachelor's degree required.

Benefits

• 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.