Senior Enterprise Customer Success Manager

May 22

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Description

• As a Senior Enterprise Customer Success Manager (CSM), you manage the ongoing success of a portfolio of Signifyd's large, enterprise customers. • You work cross-functionally with multiple teams to ensure alignment with customer objectives. • Engage with customers to ensure platform usage, track key success metrics/outcomes, and conduct periodic account reviews. • 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. • Understand customers’ pain points and initiatives 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 • Proficiency in BI tools such as Looker is a plus • Requirement to occasionally be working on Fridays to support the 4-day workweek for the Customer Success team. • Proven customer management experience 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 • 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 preferred

Benefits

• 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