[Remote] Strategic Customer Success Manager
Note: The job is a remote job and is open to candidates in USA. Signifyd is hiring a Strategic Customer Success Manager to manage relationships with its most complex enterprise merchants. The role focuses on retention, expansion, executive relationships, and delivering measurable customer value in partnership with cross-functional teams.
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 business unit and its key executive stakeholders, and align Signifyd's solutions to their priorities
- Develop multi-threaded relationships across buying centers (e.g., e-commerce, payments, fraud, returns, treasury), turning skeptical stakeholders into long-term advocates
- Lead executive business reviews and high-stakes conversations, positioning Signifyd's ROI and value in terms that resonate with senior leaders
- Independently own complex renewal and upsell cycles, including building custom pricing proposals and presenting the business case to both customer and Signifyd executives
- Identify, qualify, and advance expansion opportunities using MEDDICC and value-based selling, keeping Salesforce current and forecasts accurate
- Engage Signifyd executives strategically to strengthen customer partnerships and move key deals forward
- Serve as the go-to resource for customer performance reporting, using data to explain results, surface risks, and tell a compelling story
- Understand each merchant's technical environment (e-commerce platforms, order management systems, payment gateways) and how it affects Signifyd's performance
- Coordinate cross-functional teams to resolve escalations and deliver on complex customer initiatives
- Bring customer feedback back to Product and leadership as clear themes that improve Signifyd's offering
- Grow your own expertise and share knowledge with the broader CS team as a model for strategic account management
Skills
- 7+ years of experience in enterprise customer success, account management, or a similar customer-facing commercial role, managing large, complex customers
- 7+ years of experience in enterprise customer success, account management, or a related commercial role with large, complex customers
- Proven track record of owning renewals and closing expansion deals, with experience 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 (gateways, PSPs, card networks, authorization and settlement)
- Strong analytical skills, with the ability to turn data into clear, actionable insights
- Comfort explaining machine learning and data science concepts to non-technical audiences
- Proficiency with Salesforce and business intelligence tools
- Excellent written, verbal, and presentation skills
- Experience in fraud prevention, payments, or e-commerce is a plus
- Experience at a fraud prevention, payments, or e-commerce technology company
- Hands-on experience with Looker or a similar BI tool
- Familiarity with e-commerce platforms, order management systems, and payment gateway integrations
- Experience managing global or multi-region customer relationships
Benefits
- For US offices: Discretionary Time Off Policy (Unlimited!)
- For US offices: 401K Match
- For US offices: Stock Options
- For US offices: Annual Performance Bonus or Commissions
- For US offices: Paid Parental Leave (12 weeks)
- For US offices: On-Demand Therapy for all employees & their dependents
- For US offices: Dedicated learning budget through Learnerbly
- For US offices: Health Insurance
- For US offices: Dental Insurance
- For US offices: Vision Insurance
- For US offices: Flexible Spending Account (FSA)
- For US offices: Short Term and Long Term Disability Insurance
- For US offices: Life Insurance
- For US offices: Company Social Events
- For US offices: Signifyd Swag
- Remote work (United States)
Company Overview