Principal Customer Success Manager, Signifyd
$160-190k
Offers stock options and Annual Performance Bonus or Commissions
Ability to travel 30%+
Fraud protection & cybersecurity for eCommerce
Be an early applicant
Fraud protection & cybersecurity for eCommerce
501-1000 employees
Be an early applicant
$160-190k
Offers stock options and Annual Performance Bonus or Commissions
Ability to travel 30%+
501-1000 employees
Company mission
To empower brands with the confidence for fearless eCommerce through an end-to-end security platform that helps clients to pre-emptively prevent fraud.
Role
Who you are
- Experience - 5+ years of success in senior roles in enterprise SaaS deployment and/or program management for large, complex, and strategic customers is required. Background in payments, fraud, and/or e-commerce industries preferred
- Leadership - This role requires strong communication skills, as well as displaying executive presence and confidence in varying levels of customer situations. The Enterprise Program Manager must display leadership with Signifyd, customer and partner teams who may be engaged in the delivery of complex solutions for overall customer success
- Relationship Building - Proven track record of building relationships with senior customer executives in large or highly strategic accounts. Experience managing various stakeholder relationships to generate consensus on solutions/engagements required
- Sales Acumen - While retention, customer satisfaction, and value realization are the core goals for this role, we’re looking for someone who has a sales mindset and understands how to manage complex, long-term sales cycles
- Program Management - Excellent skills in planning for a portfolio of engagements, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail required. The Principal CSM will be accountable for the development and execution of the shared merchant plan, including the operational health of the customer solutions deployed today and in the future
- Collaboration and Communication - Proven track record of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication. Strong presentation skills with a high degree of comfort with both large and small audiences and various levels of management (CxO, Senior Executives, Day-to-Day Operations Team)
What the job involves
- As a Principal CSM, you will be responsible for the success of Signifyd’s most complex and strategic accounts
- You will own the relationship across the entire customer journey, ensuring the customer’s seamless transition onto the Signifyd platform and driving optimal outcomes for the customer within core products utilized
- You will collaboratively build and execute a long-term growth plan both internally and with the customer
- The right candidate leverages their strong business acumen in order to deeply understand their customers’ business objectives and jointly build a long-term strategy with the customer
- Success in this role requires an expert relationship builder who can align stakeholders at the highest levels of the customer organization and internally in order to execute on delivering desired outcomes
- Own the end to end customer relationship, ensuring seamless onboarding, optimal performance for the customer and strategic alignment between Signifyd and the customer
- Identify, establish, and build deep relationships with current and potential senior stakeholders within your accounts
- Plan and execute discovery, change management, and strategic alignment sessions with internal Signifyd teams and customer stakeholders
- Leverage knowledge of the Signifyd platform, industry trends and customer objectives to develop long-term growth plans as a strategic partner
- Ensure swift resolution of account issues by leveraging resources from cross-functional teams, while being the voice of the customer
- Embody Signifyd values and serve as a role model for other team members
- Develop collateral and effectively convey the value of the Signifyd partnerships via business reviews with client executive teams
- Understand your customers’ pain points, initiatives and business goals and identify how Signifyd can partner to achieve their goals
- Partner closely with Marketing to develop your key stakeholders into advocates
- Build relationships to help expand Signifyd’s footprint in the organization as well as identify upsell, cross-sell and other growth opportunities
- Partner with the Product Management team to explore emerging use cases with clients including, but not limited to, Returns Abuse prevention and Account Integrity
- Engage and host executive onsites at customer and partner events
Our take
The growth in eCommerce over the last 20 years has also caused a large rise in consumer fraud. To combat this, Signifyd provides an end-to-end platform for commerce protection.
Its solution targets issues such as money lost to chargebacks, customer dissatisfaction from mistaken declines, and operational costs due to tedious and manual transaction investigations. Its machine learning, data-driven approach helps businesses reduce false positives and wrongly declined orders, permitting them to make instant ship/don’t ship decisions and improve the experience for legitimate customers.
The company has raised significant funding in the past which has supported its development thus far. It has also secured impressive customers such as Samsung, Lenovo and Walmart.
Freddie
Company Specialist at Welcome to the Jungle
Insights
12% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Apr 2021
$205m
SERIES E
May 2018
$100m
SERIES D
Total funding: $411m
Company benefits
- Growth Opportunities
- Equity
- Exciting Workplace
- 4-day Workweek
Company HQ
Downtown San Jose, San Jose, CA
Leadership
Rajesh Ramanand
(Co-Founder & CEO)They started their career at FedEx in Payments and Shipping Risk for 8 years prior to joining PayPal as Head of Risk. They left this position after 2 years in June 2011 to co-found Signifyd with Michael.
Michael Liberty
(Co-Founder & Board Member)Former CPO of the company. Before this, they were the Head of Digital Goods and Platform Risk at PayPal. They also served as the Director of Business Development and then COO of GWC Warranty.
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