Strategic Customer Success Manager

Signifyd

1d•$150,000 - $165,000•Remote

About The Position

Signifyd is hiring a Strategic Customer Success Manager for its Enterprise Customer Success team. The role owns retention, expansion, profitability, and executive relationships across a portfolio of approximately 8–10 strategic enterprise merchants representing $8–10 million in annual contract value. The manager builds trusted relationships across complex customer organizations and helps merchants improve fraud and payments outcomes through Signifyd’s solutions. The position partners with Sales, Solutions Engineering, Implementation, Risk Intelligence, Product, and Signifyd executives to deliver measurable customer value, manage renewals and expansion, address risks, and advance customer initiatives. It also serves as a key resource for performance reporting and translates customer feedback into themes for Product and company leadership. The position reports to the Senior Manager, Enterprise Customer Success. Travel to customer sites and industry events may be required, up to 30%.

Requirements

At least 7 years of experience in enterprise customer success, account management, or a related commercial role with large, complex customers.
Proven track record owning renewals and closing expansion deals, including navigating multi-threaded sales cycles.
Strong working knowledge of MEDDICC and value-based selling.
Confidence engaging and influencing VP- and C-level executives, including in high-pressure situations.
Ability to build custom pricing proposals and ROI-based business cases.
Solid understanding of fraud trends and the payments ecosystem, including gateways, PSPs, card networks, authorization, and settlement.
Strong analytical skills and ability to turn data into clear, actionable insights.
Ability to explain machine learning and data science concepts to non-technical audiences.
Proficiency with Salesforce and business intelligence tools.
Excellent written, verbal, and presentation skills.
Ability to travel to customer sites and industry events as needed, up to 30%.

Nice To Haves

Experience at a fraud prevention, payments, or e-commerce technology company.
Hands-on experience with Looker or a similar business intelligence tool.
Familiarity with e-commerce platforms, order management systems, and payment gateway integrations.
Experience managing global or multi-region customer relationships.

Responsibilities

Own the end-to-end relationship for a portfolio of 8–10 strategic enterprise merchants, with accountability for profitability, net revenue retention, and expansion.
Build and execute strategic account plans that map each customer’s business units and executive stakeholders and align Signifyd’s solutions to customer priorities.
Develop multi-threaded relationships across buying centers, including e-commerce, payments, fraud, returns, and treasury.
Lead executive business reviews and high-stakes conversations, communicating Signifyd’s ROI and value to senior leaders.
Own complex renewal and upsell cycles, including building custom pricing proposals and presenting business cases to customer and Signifyd executives.
Identify, qualify, and advance expansion opportunities using MEDDICC and value-based selling; maintain Salesforce records and accurate forecasts.
Engage Signifyd executives strategically to strengthen customer partnerships and advance key deals.
Provide customer performance reporting, using data to explain results, identify risks, and communicate a compelling business narrative.
Understand each merchant’s technical environment, including e-commerce platforms, order management systems, and payment gateways, and how it affects Signifyd’s performance.
Coordinate cross-functional teams to resolve escalations and deliver complex customer initiatives.
Bring customer feedback to Product and leadership as clear themes that can improve Signifyd’s offering.
Develop expertise and share knowledge with the broader Customer Success team as a model for strategic account management.

Benefits

Discretionary Time Off Policy (unlimited).
401(k) match.
Stock options; the role is eligible for a grant of 4,500 stock options, subject to position level and internal compensation guidelines.
Annual performance bonus or commissions; the role is eligible for a commission plan, with an on-target commission range of $51,666.67–$55,000.00. Accelerators and additional variable compensation may apply.
Paid parental leave (12 weeks).
On-demand therapy for employees and 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.