Senior Customer Success Manager – Mid-Market

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

📋 Description

• Manage the customer lifecycle to enhance adoption, satisfaction, and retention for a portfolio of over 30 mid-market merchants.

• Lead customer onboarding projects to ensure successful implementation.

• Organize both internal and external onboarding tasks and improve standardized processes.

• Collaborate with Sales, Implementation, Risk, and various cross-functional teams.

• Secure renewals and identify expansion opportunities, including upselling.

• Oversee commercial activities, opportunity management, and contract processes.

• Analyze and address merchant performance trends, such as approval and loss rates.

• Understand customer challenges, initiatives, and objectives, and convert insights into repeatable processes.

• Resolve account-related issues using cross-functional resources and escalation methods.

• Deliver executive oversight and maintain client communication.

• Advocate for continuous improvement and exemplify disciplined process execution.

• Report directly to the Director of Customer Success.

⛳️ Requirements

• Minimum of 3 years of experience in Customer Success Management or Account Management.

• Demonstrated ability to manage a high-volume portfolio (30+ accounts).

• Proven success in closing renewals and identifying expansion opportunities, with a solid foundation in pitching, pricing, and margin analysis.

• Proficient in Salesforce, Looker, Jira, Confluence, Outreach, NetSuite, and margin analysis tools.

• Strong analytical mindset and metrics-driven approach.

• Exceptional written and verbal communication and presentation skills, especially with executive stakeholders.

• Capability to handle challenging conversations and resolve conflicts effectively, both internally and externally.

• Self-motivated individual who thrives in ambiguous, fast-paced, and deadline-driven environments.

• Ability to manage multiple tasks and meet deadlines, while communicating any obstacles promptly.

• Must be available to occasionally work on Fridays to support the 4-day workweek for the Customer Success team, primarily addressing customer escalations that Customer Support cannot handle.

• Willingness to travel as needed.

• Enthusiasm for e-commerce and emerging technologies.

• Preferred background in e-commerce, payments, fraud, or data science.

🏝️ 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