Senior Enterprise Customer Success Manager, Signifyd
$118-135k
+ Stock Options and Annual Performance Bonus or Commissions
Fraud protection & cybersecurity for eCommerce
Job no longer available
Fraud protection & cybersecurity for eCommerce
201-500 employees
Job no longer available
$118-135k
+ Stock Options and Annual Performance Bonus or Commissions
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
- 5+ years of Customer Success Management or Account Management
- Ability to travel when necessary
- Proficiency in Salesforce, JIRA, Excel and G-Suite is required
- Proficiency in BI tools such as Looker is a plus
- 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 Enterprise accounts
- Proven track record of managing complex projects
- 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
- Passion for e-commerce and new technology
- Background in e-commerce, payments, fraud or data science is preferred
What the job involves
- As a Senior Enterprise Customer Success Manager (CSM), you manage the ongoing success of a portfolio of Signifyd's large, enterprise customers
- You will work cross-functionally with multiple teams to ensure alignment with customer objectives
- You will build out a strategic view of your 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 VP, Enterprise Customer Success
- 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
- You will complete essential training for your role (e-learning and live sessions)
- You will be assigned your book of business
- You will conduct handover sessions for your accounts
- You will gain operational proficiency around Signifyd’s tech stack
- You will fully familiarize yourself with your book of business and meet your customers
- You will establish account plans for your accounts
- You will familiarize yourself with internal operational processes and workflows
- You will start to lead internal meetings, projects and conversations related to your accounts
- You will be able to to conduct a business review with a client
- You will continue your training on various aspects of the role (both e-learning and live sessions your onboarding buddy and/or Line Manager)
- You will have build a full strategic view for your accounts including identification any opportunities or risks
- You will fully complete all your training related to your role
- You will gain operational proficiency within Signifyd cross-functional structure and will have a clear understanding of how to drive projects forward and resolve issues
- You will lead all internal and external engagement related to your accounts
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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