At Signifyd, we help merchants confidently grow their businesses by building trusted relationships with their customers. Our advanced technology, combined with a team genuinely invested in our clients' success, creates frictionless shopping experiences, approving more good orders, protecting revenue, and keeping customers happy.
Trusted by thousands of leading merchants across more than 100 countries, we securely process billions of transactions each year. Our people are the heart of everything we do, driving our mission forward with commitment, empathy, and creativity. Join us on our mission to empower fearless commerce by helping online retailers provide superior customer experiences and eliminate fraud. Learn about our company values here!
Department: Enterprise Customer Success
The Enterprise Customer Success team is responsible for driving success, net revenue retention, and expansion within our largest customer portfolio. This involves proactively engaging existing merchants, mitigating churn risks, and onboarding new clients. Our team members are experts in the fraud, e-commerce, and payments landscape, collaborating closely with Sales, Implementation, and Risk teams to ensure an exceptional customer experience. We are a results-oriented group focused on delivering significant value and achieving our collective and individual targets.
As a Senior Enterprise Customer Success Manager (CSM), you manage the ongoing success of a portfolio of Signifyd's large, enterprise customers. You will work cross-functionally with multiple teams to ensure alignment with customer objectives. You will build out a strategic view of your accounts to ensure long-term success. As a trusted business advisor for your assigned customers, you will help engage with your customers to ensure platform usage, track key success metrics/outcomes, and conduct periodic account reviews. You will report to the Director, Enterprise Customer Success.
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 customersâ 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 res
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