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Senior Customer Success Manager

SIGNIFYD


1 month ago

Job type: Full-time

Remote (USA Only)

Hiring from: USA Only

Category: Customer Service


At Signifyd we’re creating a new market. We’re constantly improving and expanding the technology that has changed what fraud protection for ecommerce looks like. So we don’t have time for office politics. We understand that different people have different work styles and we thrive on variety while learning from each other. We’re all Signifyers, so we know that what needs to get done will get done.
 
Signifyd is a place where no one is going to tell you how to do your job. If you want help, you'll get it — from all quarters. But we pretty much figure out what needs to be done, who's in the best position to do it and then let that person roll-up her or his sleeves and have at it. We're protecting retailers from online fraud in a way that's never been done before and we could use your help if you're someone:
 
- Who believes challenges are best overcome by thinking differently.
- Who knows his or her role, but isn’t confined by it.
- Whose greatest satisfaction comes from helping customers succeed and achieve their dreams.
- Who isn’t afraid to disagree, convincingly, civilly and honestly
 
As a Senior Customer Success Manager (CSM), you are responsible for the ongoing success of a portfolio of Signifyd’s large, enterprise customers. You will work cross-functionally with multiple internal teams to ensure alignment with customer goals. As a trusted business advisor for your assigned customers, you will play a crucial role in engaging with your customers to ensure optimal platform usage, track key success metrics/outcomes, and conduct periodic account reviews.

The ideal candidate will possess both a business background that enables them to engage at the CXO level, as well as a sales acumen that enables them to easily interact with customers. They should also have a demonstrated ability to think strategically about business, product, and technical problems, with the ability to build and convey compelling value propositions. Experience in the commerce ecosystems is a plus, particularly familiarity with the relationships between merchants, Solutions Integrators, and the platforms that they work with.

Responsibilities:

  • Oversee the customer lifecycle to proactively drive adoption and ensure ongoing client satisfaction and retention of a portfolio of assigned clients
  • Leverage knowledge of the Signifyd platform to advise on best practices around product usage with end users
  • Identify and successfully close renewals and expansion opportunities within your book of business
  • Ensure swift resolution of account issues by leveraging resources from cross-functional teams, as needed
  • Provide executive oversight and client communication
  • Work closely with Marketing to identify and convert successful customers into advocates
  • Embody Signifyd values and serve as a role model for other team members
  • Identify, establish and maintain relationships with current and potential stakeholders within accounts. 
  • Report on sales activities, acceptance rates, fraud pressure and trends, market trends, and overall Signifyd solution effectiveness.
  • Demonstrate technical skills and product knowledge in all areas that allow you to collect and deliver effective (QBR/CBR) presentations to both current and potential stakeholders. 
  • Must be proficient with the utilization of Salesforce and internal (e.g: Looker) tools to maintain accurate records of all renewal, and prospecting activities in an effort to maximize effectiveness
  • Work closely with Signifyd’s Sales team to minimize channel conflict
  • Adhere to all company policies, procedures, and business ethics codes
  • Act as a face of the company at trade shows and other key industry events, both virtually and in person. 

Requirements for position:

  • 5+ years of Customer Success Management and/or Account Management
  • Preferred location in a metro area with major airport access
  • Proven customer management skills with large and complex accounts
  • Ability to analyze complex situations, develop associated action plans and lead teams to achieve key goals
  • Creative, resourceful, detail-oriented, and highly organized
  • An analytical and metrics focused work style
  • Excellent communication and presentation skills
  • Self-starter who thrives 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
  • Proven track record of initiating and successfully driving incremental revenue opportunities through assigned book of business. 
  • Prior experience developing highly productive relationships to drive sales is highly preferred. 
  • Demonstrated consistent quota achievement/retainment in technology sales. 
  • Strong verbal and written communication skills are a must. As well as the ability to work effectively across internal and external organizations. 
  • Must possess exceptional problem-solving, analytical, and research skills
  • Able to make choices and recommendations without immediate supervision
  • Travel and participation in after-hours meetings as required

 

 

Before you apply, please check if any restrictions apply in terms of time zone or country.

This job has a geo-restriction in place: USA Only.

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