Customer Success Manager, Signifyd
$85-110k
Plus Bonus. Plus Equity
Fraud protection & cybersecurity for eCommerce
Job no longer available
Fraud protection & cybersecurity for eCommerce
201-500 employees
Job no longer available
$85-110k
Plus Bonus. Plus Equity
201-500 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
- 2+ years of Customer Success Management or Account Management; technology background preferred
- Customer management experience within complex accounts
- Excellent communication and presentation skills
- An analytical and metrics-driven work style
- Ability to analyze complex situations and develop associated action plans and lead teams to achieve goals
- Deep experience generating and manipulating data for presentations (Microsoft Excel, Looker, etc.)
- Motivated, resourceful, detail-oriented, and highly organized
- Self-starter who excels under ambiguity in a fast-paced, deadline-oriented environment
- Background in e-commerce, fraud or payments industries is a plus
What the job involves
- As a Customer Success Manager (CSM), you'll report to our Manager of Customer Success and manage the success and net retention of your portfolio of customers
- You will combine technology expertise, business acumen and passion for customer success to promote our customers' and company's expected outcomes
- We are looking for team members who are excited to learn our platform and become fluent in fraud, e-commerce and payments, where we provide value
- As a trusted advisor with a deep product and industry knowledge, you'll be able understand customers' goals and help them optimize performance
- You'll collaborate internally with management and broader teams to provide an outstanding customer experience and drive continuous improvement for Signifyd
- Oversee the customer lifecycle and ensure ongoing client satisfaction and retention of a portfolio of assigned clients
- Use knowledge of the Signifyd platform to advise on best practices around product usage with end-users
- Identify, establish, and strengthen relationships with current and potential team members within your accounts
- Close renewals and seek out additional expansion opportunities within your book of business
- Ensure swift resolution of account issues by using resources from cross-functional teams, as needed
- Work with Marketing to identify and convert successful customers into advocates
- Embody Signifyd values and serve as a role model for other team members
- Develop collateral and conduct periodic business reviews with client executive teams
- Be a face of the company at trade shows and other industry events, both virtually and in person
- Participate in on-call schedule every 6-8 weeks 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
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
(CEO & Co-founder)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
(Chief Risk Officer & Co-founder)Former CPO/COO 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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