Senior Enterprise Customer Success Manager - Remote

Overview

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 VP, Enterprise Customer Success.

In Short

• 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.

Requirements

• 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.
• Requirement to occasionally be working on Fridays to support the 4-day workweek for the Customer Success team.
• 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.
• 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

• 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.