Principal Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the complete customer relationship, ensuring smooth onboarding, excellent customer performance, and strategic alignment.

• Identify, develop, and nurture strong relationships with senior stakeholders within client accounts.

• Plan and facilitate discovery, change management, and strategic alignment sessions involving both internal teams and customer stakeholders.

• Create long-term growth strategies utilizing knowledge of the Signifyd platform, industry trends, and client objectives.

• Address account issues by utilizing cross-functional resources, acting as the voice of the customer.

• Exemplify Signifyd values and serve as a role model for fellow team members.

• Produce collateral and communicate the value of Signifyd partnerships during business reviews with client executive teams.

• Comprehend customer pain points, initiatives, and business goals, while identifying partnership opportunities.

• Collaborate with Marketing to turn key stakeholders into advocates.

• Broaden Signifyd’s organizational reach and identify upsell, cross-sell, and other growth possibilities.

• Work alongside Product Management to investigate emerging use cases, including Returns Abuse prevention and Account Integrity.

• Engage and organize executive onsite meetings at customer and partner events.

• Willingness to travel approximately 30% of the time.

⛳️ Requirements

• Over 5 years of proven success in senior positions related to enterprise SaaS deployment and/or program management for large, complex, and strategic customers is essential.

• Experience in the payments, fraud, and/or e-commerce sectors is highly preferred.

• Exceptional communication skills, executive presence, and confidence in various customer situations.

• Experience leading Signifyd, customer, and partner teams in delivering complex solutions.

• Demonstrated ability to forge relationships with senior customer executives in significant or highly strategic accounts.

• Proven experience managing diverse stakeholder relationships to reach consensus on solutions and engagements is required.

• A sales-oriented mindset with an understanding of intricate, long-term sales cycles.

• Excellent planning, cross-group collaboration, resource management, communication, analytical skills, and meticulous attention to detail.

• A solid track record of collaboratively driving decisions, resolving conflicts, and ensuring follow-through through both verbal and written communication.

• Strong presentation skills, with the ability to address both large and small audiences, as well as CxO, senior executive, and day-to-day operations teams.

🏝️ Benefits

• Discretionary Time Off Policy (Unlimited!)

• 401K Match

• Stock Options

• Annual Performance Bonus or Commissions

• Paid Parental Leave (12 weeks)

• On-Demand Therapy for all employees & 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