Strategic Customer Success Manager

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

📋 Description

• Manage the complete relationship for a portfolio of 8–10 key enterprise merchants, ensuring accountability for profitability, net revenue retention, and growth.

• Create and implement strategic account plans aligning customer business units and executive stakeholders with Signifyd's solutions.

• Foster multi-faceted relationships across e-commerce, payments, fraud, returns, and treasury buying centers.

• Conduct executive business reviews and critical discussions, showcasing Signifyd's ROI and value proposition.

• Lead intricate renewal and upsell processes, including tailored pricing proposals and business cases.

• Identify, qualify, and promote expansion opportunities utilizing MEDDICC and value-driven selling; maintain Salesforce with precise forecasts.

• Collaborate with Signifyd executives to enhance partnerships and advance significant deals.

• Deliver customer performance analytics, interpret results, highlight risks, and narrate compelling data-driven stories.

• Comprehend merchants' technical landscapes and their impact on Signifyd's performance.

• Coordinate cross-functional teams to address escalations and execute complex customer initiatives.

• Relay customer feedback to Product and leadership teams.

• Enhance expertise and disseminate knowledge within the wider Customer Success team.

⛳️ Requirements

• Over 7 years of experience in enterprise customer success, account management, or a related commercial position with large, complex clients.

• Demonstrated success in managing renewals and finalizing expansion deals, with a background in navigating multi-threaded sales cycles.

• Strong familiarity with MEDDICC and value-based selling methodologies.

• Confidence in engaging and influencing VP- and C-level executives, especially in high-pressure situations.

• Capability to create custom pricing proposals and ROI-driven business cases.

• Comprehensive understanding of fraud trends and the payments ecosystem (gateways, PSPs, card networks, authorization and settlement processes).

• Excellent analytical skills, with an ability to transform data into clear, actionable insights.

• Comfort in explaining machine learning and data science concepts to non-technical audiences.

• Proficient in Salesforce and business intelligence tools.

• Exceptional written, verbal, and presentation capabilities.

• Willingness to travel to customer locations and industry events as required (up to 30%).

• Background in a fraud prevention, payments, or e-commerce technology organization.

• Practical experience with Looker or a comparable BI tool.

• Familiarity with e-commerce platforms, order management systems, and payment gateway integrations.

• Experience in managing global or multi-regional customer relationships.

🏝️ 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