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Senior Enterprise Customer Success Manager

Signifyd

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• Are you a seasoned Customer Success professional with a passion for empowering enterprise clients and driving tangible business outcomes? Signifyd is seeking a highly motivated and strategic Senior Enterprise Customer Success Manager (CSM) to join our dynamic team. In this pivotal role, you will be instrumental in nurturing and expanding our most valuable client relationships, ensuring they maximize the value derived from Signifyd's innovative e-commerce protection platform. You will act as a trusted advisor, deeply understanding our clients' business objectives, challenges, and opportunities, and aligning Signifyd's solutions to help them achieve their goals.
• As a Senior Enterprise CSM, you will manage a portfolio of high-profile, strategic accounts, focusing on retention, expansion, and advocacy. Your primary responsibility will be to drive customer adoption, engagement, and ultimately, success with Signifyd's suite of products. This involves developing and executing proactive success plans, conducting regular business reviews, identifying upsell and cross-sell opportunities, and collaborating closely with internal teams to ensure a seamless customer experience.
• You will be the primary point of contact for your assigned enterprise clients, building strong, long-lasting relationships with key stakeholders across various departments, including e-commerce, finance, operations, and marketing. Your ability to communicate complex technical concepts in a clear and concise manner, coupled with your business acumen, will be crucial in demonstrating the ROI and strategic value of Signifyd.
• Key responsibilities will include:
• Developing and executing comprehensive customer success plans tailored to the unique needs and objectives of each enterprise client.
• Proactively monitoring customer health, identifying potential risks, and implementing mitigation strategies to ensure high retention rates.
• Conducting regular executive business reviews (EBRs) and strategic account reviews (SARs) to showcase value, share insights, and align on future strategies.
• Driving deep product adoption and utilization across client organizations, identifying areas for improvement and providing best practice guidance.
• Collaborating with Sales, Product, Engineering, and Support teams to advocate for customer needs and ensure timely resolution of issues.
• Identifying and nurturing opportunities for account expansion, including upsells and cross-sells, by understanding evolving client needs and demonstrating additional value.
• Serving as a subject matter expert on Signifyd's platform, e-commerce trends, and fraud prevention best practices.
• Gathering and synthesizing customer feedback to inform product development and enhance the overall customer experience.
• Mentoring and coaching junior CSMs, sharing best practices and contributing to the overall growth of the Customer Success team.
• Building strong internal relationships to facilitate effective cross-functional collaboration and problem-solving.
• This role requires a strategic thinker with a proven track record of managing complex enterprise relationships and delivering exceptional results. You will be adept at navigating challenging conversations, influencing decision-makers, and championing the customer within Signifyd. Your ability to translate technical capabilities into business benefits will be paramount. You will be passionate about the e-commerce landscape and eager to contribute to the success of merchants in a rapidly evolving market. By joining Signifyd, you will be part of a mission-driven organization dedicated to fostering trust and enabling growth in online commerce, making a significant impact on the success of our enterprise partners.

🎯 Requirements

• Proven experience (5+ years) in Enterprise Customer Success Management, Account Management, or a similar client-facing role within a B2B SaaS environment, with a strong focus on managing large, complex accounts.
• Demonstrated success in driving customer retention, expansion, and advocacy within an enterprise client base.
• Deep understanding of the e-commerce landscape, including common challenges, trends, and key business metrics (e.g., AOV, conversion rates, chargeback rates).
• Excellent communication, presentation, and interpersonal skills, with the ability to build rapport and influence stakeholders at all levels, including C-suite executives.
• Strong analytical and problem-solving skills, with the ability to translate complex data into actionable insights and strategic recommendations.
• Experience with CRM software (e.g., Salesforce) and Customer Success platforms (e.g., Gainsight, ChurnZero).

🏖️ Benefits

• Competitive salary and performance-based bonus structure.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off (PTO) and company holidays.
• Remote work flexibility, allowing you to work from anywhere.
• Opportunities for professional development and career advancement within a rapidly growing company.
• Stock options/equity in a fast-growing, venture-backed startup.

Skills & Technologies

Senior

Remote

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Signifyd

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About Signifyd

Signifyd provides a comprehensive commerce protection platform for e-commerce retailers and payment providers, focusing on preventing fraud, optimizing authorization rates, and eliminating chargebacks. They aim to help businesses increase conversion rates and build customer loyalty by automating order fulfillment and offering guaranteed fraud protection. Serving a wide range of industries from fashion to grocery, Signifyd empowers businesses to grow fearlessly. Notably, they have been recognized as the #1 payment security/fraud prevention solution for five consecutive years by Digital Commerce 360, underscoring their leadership and reliability in the market.

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