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Senior Customer Success Manager for Enterprise Accounts

2 months ago

New York, New York, United States Signifyd Full time


As a Senior Customer Success Manager for Enterprise Accounts, you will oversee the sustained success of a portfolio of significant clients at Signifyd.

Your role will involve collaborating across various departments to ensure that customer goals are met. You will develop a comprehensive strategy for your accounts to guarantee their long-term success.

Acting as a trusted advisor for your designated clients, you will engage with them to promote platform utilization, monitor key performance indicators, and conduct regular account assessments.

You will report directly to the VP of Enterprise Customer Success.

Key Responsibilities:
Manage the customer journey to proactively enhance adoption and ensure continued client satisfaction and retention for your assigned accounts.
Lead the customer onboarding process to ensure successful implementation by coordinating both internal and external efforts.
Collaborate extensively with cross-functional teams to align service delivery with client requirements.
Identify and successfully secure renewal and expansion opportunities within your portfolio.
Take full responsibility for commercial activities, including opportunity management and contract processes.
Understand your clients' challenges, initiatives, and business objectives, and determine how Signifyd can assist in achieving their goals.
Utilize your knowledge of the Signifyd platform to provide guidance on best practices for product usage with end-users.
Create materials and conduct regular business reviews with client executive teams.
Ensure prompt resolution of account-related issues by leveraging resources from cross-functional teams.
Provide executive oversight and maintain client communication.
Work with Marketing to transform satisfied customers into advocates.
Embody the values of Signifyd and serve as a role model for your colleagues.

Position Requirements:
5+ years of experience in Customer Success Management or Account Management.
Willingness to travel as needed.
Proficiency in Salesforce, JIRA, Excel, and G-Suite is essential.
Experience with BI tools such as Looker is advantageous.
Occasional availability on Fridays to support the 4-day workweek for the Customer Success team, primarily to address customer escalations.
Demonstrated experience managing Enterprise accounts.
Proven ability to handle complex projects.
Analytical and metrics-driven approach to work.
Capacity to analyze intricate situations, develop corresponding action plans, and lead teams to meet objectives.
Creative, motivated, resourceful, detail-oriented, and highly organized.
Exceptional communication and presentation skills.
Self-starter who thrives in ambiguous, fast-paced environments.
Passion for e-commerce and emerging technologies.
Preferred background in e-commerce, payments, fraud prevention, or data science.

In the first month:
You will complete essential training for your role (both e-learning and live sessions).
You will be assigned your portfolio of clients.
You will conduct handover sessions for your accounts.
You will gain operational proficiency with Signifyd's technology stack.

In 60 days:
You will become fully acquainted with your portfolio and meet your clients.
You will establish strategic account plans.
You will familiarize yourself with internal processes and workflows.
You will begin leading internal meetings and discussions related to your accounts.
You will be capable of conducting a business review with a client.
You will continue your training on various aspects of the role (both e-learning and live sessions with your onboarding buddy and/or Line Manager).

By 90 days:
You will have developed a comprehensive strategic overview for your accounts, identifying any opportunities or risks.
You will have completed all training related to your role.

You will gain operational proficiency within Signifyd's cross-functional structure and will understand how to advance projects and resolve issues effectively.

Benefits in our US offices include:

  • 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

We strive to provide an inclusive interview experience for all, including individuals with disabilities. We are committed to offering reasonable accommodations to candidates who require individualized support during the hiring process.