Customer Success Manager, Signifyd

EMEA

Salary not provided

+ Stock Options + Annual Performance Bonus or Commissions

Tableau

Looker

Excel

Salesforce

GSuite

JIRA

Slack

Mid and Senior level

Remote in UK

London

Fraud protection & cybersecurity for eCommerce

Job no longer available

Fraud protection & cybersecurity for eCommerce

501-1000 employees

FintechB2BBig dataSaaSCyber SecurityFraud

Job no longer available

Salary not provided

+ Stock Options + Annual Performance Bonus or Commissions

Tableau

Looker

Excel

Salesforce

GSuite

JIRA

Slack

Mid and Senior level

Remote in UK

London

501-1000 employees

FintechB2BBig dataSaaSCyber SecurityFraud

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.

Job

Company

Role

Who you are

4+ years of Customer Success Management or Account Management
Proficiency in Slack, Salesforce, JIRA, Excel and G-Suite is required
Proficiency in BI tools such as Looker (or Tableau) is a big advantage
Great sense of urgency and ability to work in a fast pace enviroment
Requirement to occasionally be working on Fridays to support the 4-day workweek for the Customer Success team. Primary work will be responding to any customer escalations that arise that Customer Support cannot resolve
Proven customer management experience with well recognised brands
An analytical and metrics-driven workstyle
Ability to analyze complex situations, develop associated action plans and lead teams to achieve goals
Creative, driven, resourceful, detail-oriented, and highly organized
Excellent communication and presentation skills
Self-starter who excels under ambiguity in a fast-paced, deadline-oriented environment
Genuine interest in e-commerce and new technology
Background in e-commerce, payments, fraud or data science is preferred
Ability to travel when necessary and attend in-person session in London office as required

What the job involves

As Customer Success Manager (CSM), you manage the ongoing success of a portfolio of Signifyd's mid-market to Enterprise size accounts based in EMEA. You will work cross-functionally with multiple teams to ensure alignment with customer objectives
You will build out a strategic view of your largest accounts to ensure long-term success. As a trusted business advisor for your assigned customers, you will help engage with your customers to ensure platform usage, track key success metrics/outcomes, and conduct periodic account reviews
You will report to the Director, Enterprise Customer Success based in London
Oversee the customer lifecycle to proactively drive adoption and ensure ongoing client satisfaction and retention of a portfolio of assigned clients
Project manage customer onboarding process to successful deployment by leading and coordinating internal and external activities
Work extensively with various cross-functional teams in order to orchestrate service infrastructure around client needs
Identify and successfully close renewals and expansion opportunities within your book of business
Have full ownership of commercial activities such as opportunity management and contract workflows
Understand your customers’ pain points, initiatives and business goals and identify how Signifyd can partner to achieve their goals
Use knowledge of the Signifyd platform to advise on best practices around product usage with end-users
Develop collateral and conduct regular business reviews with client executive teams
Ensure swift resolution of account issues by using resources from cross-functional teams
Provide executive oversight and client communication
Work with Marketing to identify and convert successful customers into advocates
Embody Signifyd values and serve as a role model for other team members

Salary benchmarks

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

Top investors

12% employee growth in 12 months

Glassdoor (4.8)

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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