Enterprise Customer Success Manager

Signifyd

We switched to a 4 day work week in January 2022 (32hrs / week)

Only considering candidates eligible to work in São Paulo, Brazil ⚠️

RESUMES MUST BE SUBMITTED IN ENGLISH

As a Senior Enterprise Customer Success Manager (CSM) at Signifyd, you’ll be responsible for the success, net retention and expansion within the accounts in your portfolio. You will combine technology expertise, business acumen and passion for customer success to drive our customers’ and company’s expected outcomes.  We are looking for team members who are excited to learn our platform and become fluent in the functional areas (fraud, e-commerce and payments) where we deliver value. As a trusted advisor with deep product and industry knowledge, you’ll be able understand customers’ business objectives and help them optimize performance. You'll collaborate internally with management & broader cross-functional groups to provide an outstanding customer experience and drive continuous improvement for Signifyd.

Responsibilities:

  • Oversee the customer lifecycle and ensure ongoing client satisfaction and retention of a portfolio of assigned clients
  • Leverage knowledge of the Signifyd platform to advise on best practices around product usage with end-users
  • Identify, establish, and strengthen relationships with current and potential stakeholders within your accounts
  • Successfully close renewals and seek out additional expansion opportunities within your book of business
  • Ensure swift resolution of account issues by leveraging resources from cross-functional teams, as needed
  • Work closely with Marketing to identify and convert successful customers into advocates
  • Embody Signifyd values and serve as a role model for other team members
  • Develop collateral and conduct periodic business reviews with client executive teams
  • Act as a face of the company at trade shows and other key industry events, both virtually and in person

Requirements for position:

  • 5+ years of Customer Success Management and/or Account Management; technology background required
  • Proven customer management experience with large and complex accounts
  • Excellent communication and presentation skills
  • Professional fluency in Portuguese, English and Spanish
  • An analytical and metrics-driven work style
  • Ability to analyze complex situations and develop associated action plans and lead teams to achieve key objectives
  • Deep experience generating and manipulating data for internal and external presentations (GSuite, Microsoft Excel, Looker, etc.)
  • Driven, resourceful, detail-oriented, and highly organized
  • Self-starter who thrives under ambiguity in a fast-paced, deadline-oriented environment
  • Background in e-commerce, fraud or payments industries is a plus

#LI-Remote

We want to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process.

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Optimize Revenue + Automate Orders + Eliminate Fraud

Working Week

We switched to a 4 day work week in January 2022 (32hrs / week)

  • Mon
  • Tue
  • Wed
  • Thu
  • 🏖️
    Fri

Our Vacation Policy

Our vacation policy varies by location e.g. in the USA we offer Discretionary Time Off Policy (unlimited) and in the UK we offer 20 days PTO plus public holidays. For the UK this works out as:

  • 28 days
  • 52 Fridays
  • 80 days off per year

Remote Working Policy

We have offices in San Jose, New York, Denver, Belfast, London, Sao Paulo and Mexico City. Many of us also work 100% remotely.

Company Benefits

  • Health insurance
  • 401K Match
  • Generous parental leave
  • Dentalcare
  • Equity / options
  • Equipment allowance

Our Team

We're a team of 550 across 19 departments:

  • engineering
    128
  • data science
    66
  • sales
    50
  • support
    44
  • operations
    24
  • business development
    22
  • marketing
    22
  • +12 more teams

Desirable Skills and Experience

  • G Suite
  • Microsoft Excel
  • Looker
  • Customer success management
  • Account management
  • Communication
  • Presentation skills
  • Analytical thinking
  • Data manipulation
  • Self-starter

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