Senior Enterprise Customer Success Manager

As a Senior Enterprise Customer Success Manager (CSM), you manage the ongoing success of a portfolio of Signifyd's large, enterprise and some mid-market 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 Senior Manager, 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

• Located on the East Coast

• Ability to travel when necessary

• Proficiency in Salesforce, JIRA, Slack and G-Suite is required 

• Requirement to occasionally be working on Fridays to support the 4-day workweek for the Customer Success team. Primary work will be responding to any customer escalations that arise that customer support cannot resolve.

• Proven customer management skills 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

• Experience with Microsoft Excel

• 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 a plus

• Proficiency in BI tools such as Looker is a big advantage 

In 30 days:

• You will complete essential training for your role (e-learning and live sessions)

• You will be assigned your book of business

• You will conduct handover sessions for your accounts

• You will gain operational proficiency around Signifyd’s tech stack 

In 60 days:

• You will fully familiarize yourself with your book of business and meet your customers

• You will establish account plans for your accounts 

• You will familiarize yourself with internal operational processes and workflows 

• You will start to lead internal meetings, projects and conversations related to your accounts 

• You will be able to to conduct a business review with a client 

• You will continue your training on various aspects of the role (both e-learning and live sessions your onboarding buddy and/or Line Manager) 

And at 90 days:

• You will have build a full strategic view for your accounts including identification any opportunities or risks 

• You will fully complete all your training related to your role 

• You will gain operational proficiency within Signifyd cross-functional structure and will have a clear understanding of how to drive projects forward and resolve issues. 

• You will lead all internal and external engagement related to your accounts