Senior Enterprise Customer Success Manager

Signifyd is a company that helps merchants confidently grow their businesses by building trusted relationships with their customers. The Senior Enterprise Customer Success Manager will manage the ongoing success of a portfolio of large, enterprise customers, ensuring alignment with customer objectives and driving adoption and retention.

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:

• 5+ years of Customer Success Management or Account Management
• Ability to travel when necessary
• Proficiency in Salesforce, JIRA, Excel and G-Suite is required
• Proven customer management experience with Enterprise accounts
• Proven track record of managing complex projects
• An analytical and metrics-driven work style
• 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
• Proficiency in BI tools such as Looker is a plus
• Background in e-commerce, payments, fraud or data science is preferred