Senior Customer Success Manager

<div class="content-intro"><p>At Signifyd, we help merchants confidently grow their businesses by building trusted relationships with their customers. Our advanced technology, combined with a team genuinely invested in our clients’ success, creates frictionless shopping experiences, approving more good orders, protecting revenue, and keeping customers happy.</p> <p>Trusted by thousands of leading merchants across more than 100 countries, we securely process billions of transactions each year. Our people are the heart of everything we do, driving our mission forward with commitment, empathy, and creativity. Join us on our mission to empower confident, fraud-free commerce by helping online retailers provide superior customer experiences and eliminate fraud. Learn about our company values <a href="https://www.signifyd.com/about/#values">here</a>!</p></div><p><strong><em>PLEASE SUBMIT YOUR RESUME IN ENGLISH&nbsp;</em></strong></p> <p>As a Senior Customer Success Manager (CSM) with Signifyd, you’ll be responsible for the success, net retention and expansion within the accounts in your portfolio. You will combine technology expertise, business acumen and passion for customer success to drive our customers’ and company’s expected outcomes. We are looking for team members who are excited to learn our platform and become fluent in the functional areas (fraud, e-commerce and payments) where we deliver value. As a trusted advisor with deep product and industry knowledge, you’ll be able understand customers’ business objectives and help them optimize performance. You'll collaborate internally with management &amp; broader cross-functional groups to provide an outstanding customer experience and drive continuous improvement for Signifyd.&nbsp;</p> <p><strong>Responsibilities</strong>:</p> <ul> <li>Strategic &amp; Commercial Ownership:<strong> </strong>Own the end-to-end relationship for high-value accounts, ensuring strategic alignment between their business goals and Signifyd’s platform.</li> <li>Oversee the customer lifecycle and ensure ongoing client satisfaction and retention of a portfolio of assigned clients</li> <li>Conduct regular onsite visits to maintain deep, in-person alignment with key stakeholders at your accounts.</li> <li>Leverage knowledge of the Signifyd platform to advise on best practices around product usage with end-users</li> <li>Identify, establish, and strengthen relationships with current and potential stakeholders within your accounts</li> <li>Successfully close renewals and seek out additional expansion opportunities within your book of business</li> <li>Ensure swift resolution of account issues by leveraging resources from cross-functional teams, as needed</li> <li>Develop collateral and conduct periodic business reviews with client executive teams</li> <li>Act as a face of the company at trade shows and other key industry events, both virtually and in person</li> <li>Embody Signifyd values and serve as a role model for other team members&nbsp;</li> </ul> <p><strong>Requirements for position</strong>:</p> <ul> <li>5+ years of Customer Success and/or Account Management; tech background required</li> <li>Background in e-commerce, fraud or payments industries is a plus</li> <li>Proven customer management experience with large and complex accounts</li> <li>Excellent communication and presentation skills</li> <li>Professional fluency in Spanish and English. Portuguese is a plus.</li> <li>An analytical and metrics-driven work style</li> <li>Ability to analyze complex situations and develop associated action plans and lead teams to achieve key objectives</li> <li>Deep experience generating and manipulating data for internal and external presentations (GSuite, Microsoft Excel, Looker, etc.)</li> <li>Driven, resourceful, detail-oriented, and highly organized</li> <li>Self-starter who thrives under ambiguity in a fast-paced, deadline-oriented environment</li> </ul> <p><span style="font-weight: 400;">#LI-Remote</span></p> <p><span style="font-weight: 400;">Benefits in Mexico:</span></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Health, Dental &amp; Vision Insurance</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Life Insurance of 24 months salary</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Annual Performance Bonus</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Christmas Bonus of 1 Month’s Salary</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Food Vouchers</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Stock Options</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Paid Parental Leave</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Flexible Work Arrangements</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Telework Stipend for Home Internet</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">12 Paid Vacation Days with 85% Vacation Premiums</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Paid Holidays</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Company Social Events</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Signifyd Swag</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Dedicated learning budget through Learnerbly</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">On-Demand Therapy for all employees &amp; their dependents</span></li> </ul> <p><span style="font-weight: 400;">We want to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the&nbsp;<span class="c-mrkdwn__highlight">hiring</span>&nbsp;process.</span></p><div class="content-conclusion"><p><a href="https://drive.google.com/file/d/1HSnMY6HGjB1FNRX4Ez9bUre5mrPPcHIq/view?usp=sharing" target="_blank">Signifyd's Applicant Privacy Notice</a></p></div>