Note: The job is a remote job and is open to candidates in USA. Signifyd is a company that helps merchants grow their businesses by creating trusted relationships with customers through advanced technology. The Senior Enterprise Customer Success Manager will manage a portfolio of large enterprise customers, ensuring their ongoing success and satisfaction while collaborating with various teams to meet customer objectives.
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
Skills
- 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
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
- Equity: This role is eligible for a stock option grant of up to 1500 stock options, based on the position level and internal compensation guidelines.
- Bonus: This role is eligible for a customer success bonus plan as part of the total compensation package
Company Overview
Signifyd is a provider of an enterprise-grade fraud technology solution for e-commerce stores. It was founded in 2011, and is headquartered in San Jose, California, USA, with a workforce of 501-1000 employees. Its website is https://www.signifyd.com/.