Principal Customer Success Manager

Signifyd

10d•Remote

About The Position

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 confident, fraud-free commerce by helping online retailers provide superior customer experiences and eliminate fraud. The Strategic 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.

Requirements

5+ years of success in senior roles in enterprise SaaS deployment and/or program management for large, complex, and strategic customers is required.
Background in payments, fraud, and/or e-commerce industries preferred.
Strong communication skills, as well as displaying executive presence and confidence in varying levels of customer situations.
Must display leadership with Signifyd, customer and partner teams who may be engaged in the delivery of complex solutions for overall customer success.
Proven track record of building relationships with senior customer executives in large or highly strategic accounts.
Experience managing various stakeholder relationships to generate consensus on solutions/engagements required.
While retention, customer satisfaction, and value realization are the core goals for this role, we’re looking for someone who has a sales mindset and understands how to manage complex, long-term sales cycles
Excellent skills in planning for a portfolio of engagements, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail required.
The Principal CSM will be accountable for the development and execution of the shared merchant plan, including the operational health of the customer solutions deployed today and in the future.
Proven track record of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication.
Strong presentation skills with a high degree of comfort with both large and small audiences and various levels of management (CxO, Senior Executives, Day-to-Day Operations Team).

Nice To Haves

Background in payments, fraud, and/or e-commerce industries preferred.

Responsibilities

Own the end to end customer relationship, ensuring seamless onboarding, optimal performance for the customer and strategic alignment between Signifyd and the customer
Identify, establish, and build deep relationships with current and potential senior stakeholders within your accounts
Plan and execute discovery, change management, and strategic alignment sessions with internal Signifyd teams and customer stakeholders
Leverage knowledge of the Signifyd platform, industry trends and customer objectives to develop long-term growth plans as a strategic partner.
Ensure swift resolution of account issues by leveraging resources from cross-functional teams, while being the voice of the customer
Embody Signifyd values and serve as a role model for other team members
Develop collateral and effectively convey the value of the Signifyd partnerships via business reviews with client executive teams
Understand your customers’ pain points, initiatives and business goals and identify how Signifyd can partner to achieve their goals
Partner closely with Marketing to develop your key stakeholders into advocates
Build relationships to help expand Signifyd’s footprint in the organization as well as identify upsell, cross-sell and other growth opportunities
Partner with the Product Management team to explore emerging use cases with clients including, but not limited to, Returns Abuse prevention and Account Integrity
Engage and host executive onsites at customer and partner events