Strategic Customer Success Manager

Signifyd is hiring a Strategic Customer Success Manager to manage relationships with its most complex enterprise merchants. The role focuses on retention, expansion, executive relationships, and delivering measurable customer value in partnership with cross-functional teams.

Responsibilities:

• Own the end-to-end relationship for a portfolio of 8–10 strategic enterprise merchants, with accountability for profitability, net revenue retention, and expansion
• Build and execute strategic account plans that map each customer business unit and its key executive stakeholders, and align Signifyd's solutions to their priorities
• Develop multi-threaded relationships across buying centers (e.g., e-commerce, payments, fraud, returns, treasury), turning skeptical stakeholders into long-term advocates
• Lead executive business reviews and high-stakes conversations, positioning Signifyd's ROI and value in terms that resonate with senior leaders
• Independently own complex renewal and upsell cycles, including building custom pricing proposals and presenting the business case to both customer and Signifyd executives
• Identify, qualify, and advance expansion opportunities using MEDDICC and value-based selling, keeping Salesforce current and forecasts accurate
• Engage Signifyd executives strategically to strengthen customer partnerships and move key deals forward
• Serve as the go-to resource for customer performance reporting, using data to explain results, surface risks, and tell a compelling story
• Understand each merchant's technical environment (e-commerce platforms, order management systems, payment gateways) and how it affects Signifyd's performance
• Coordinate cross-functional teams to resolve escalations and deliver on complex customer initiatives
• Bring customer feedback back to Product and leadership as clear themes that improve Signifyd's offering
• Grow your own expertise and share knowledge with the broader CS team as a model for strategic account management

Requirements:

• 7+ years of experience in enterprise customer success, account management, or a similar customer-facing commercial role, managing large, complex customers
• 7+ years of experience in enterprise customer success, account management, or a related commercial role with large, complex customers
• Proven track record of owning renewals and closing expansion deals, with experience navigating multi-threaded sales cycles
• Strong working knowledge of MEDDICC and value-based selling
• Confidence engaging and influencing VP- and C-level executives, including in high-pressure situations
• Ability to build custom pricing proposals and ROI-based business cases
• Solid understanding of fraud trends and the payments ecosystem (gateways, PSPs, card networks, authorization and settlement)
• Strong analytical skills, with the ability to turn data into clear, actionable insights
• Comfort explaining machine learning and data science concepts to non-technical audiences
• Proficiency with Salesforce and business intelligence tools
• Excellent written, verbal, and presentation skills
• Experience in fraud prevention, payments, or e-commerce is a plus
• Experience at a fraud prevention, payments, or e-commerce technology company
• Hands-on experience with Looker or a similar BI tool
• Familiarity with e-commerce platforms, order management systems, and payment gateway integrations
• Experience managing global or multi-region customer relationships