Senior Customer Success Manager (Mid-Market)

Job Title: Senior Customer Success Manager, Mid-Market

Department: Customer Success (Mid-Market)

The Mid-Market Customer Success team is responsible for driving success, net revenue retention, and expansion within our Mid-Market portfolio. This involves proactively engaging existing merchants, mitigating churn risks, and onboarding new clients. Our team members are experts in the fraud, e-commerce, and payments landscape, collaborating closely with Sales, Implementation, and Risk teams to ensure an exceptional customer experience. We are a results-oriented group focused on delivering significant value and achieving our collective and individual targets.

The Role

As a Senior Mid-Market Customer Success Manager (CSM) at Signifyd, you will drive success, net profit retention, and expansion across a portfolio of 30+ mid-market merchants. As a senior member of this segment’s team of CSMs, you will proactively engage merchants using key metrics, track outcomes, and run regular account reviews that make you a trusted business advisor. You will make significant individual contributions to segment goals, including upsell bookings, net profit retention, and year 1 revenue.

You will partner with Sales, Implementation, and Risk teams dedicated to the Mid-Market, along with others, to ensure an exceptional customer experience and achieve your individual targets. You will report to the Director, Customer Success.

We seek enthusiastic individuals eager to master our platform and become experts in the fraud, e-commerce, and payments landscape where we deliver significant value. The ideal candidate is a results-oriented problem solver who is comfortable engaging with a high volume of clients daily.

Responsibilities:

• Oversee the customer lifecycle to proactively drive adoption and ensure ongoing client satisfaction and retention of a portfolio of 30+ assigned clients, using robust, repeatable processes
• Project manage customer onboarding to successful deployment by leading and coordinating internal and external activities, adhering to and refining standardized onboarding procedures
• Work extensively with cross-functional teams to orchestrate service infrastructure around client needs, with an eye toward repeatable processes
• Identify and successfully close renewals and expansion opportunities within your book of business, analyzing complex situations to provide sophisticated renewal options
• Identify and drive new channels for upsell and innovative outreach, particularly approaches that scale across a large portfolio
• Have full ownership of commercial activities such as opportunity management and contract workflows, following and improving established processes for a high-volume client base
• Proactively identify and address performance trends across your merchant portfolio, such as approval rate and loss rate, through standardized reporting and process adherence
• Understand customers’ pain points, initiatives and business goals, and identify how Signifyd can partner to achieve them, translating these insights into actionable, repeatable processes
• Ensure swift resolution of account issues by using resources from cross-functional teams and navigating established escalation processes
• Provide executive oversight and client communication, ensuring consistent and efficient messaging across a large portfolio
• Champion continuous improvement and model disciplined process execution for other team members
• Embody Signifyd values and serve as a role model for other team members

Requirements:

• 3+ years of Customer Success Management or Account Management experience
• Proven experience managing a high-volume book of business (30+ accounts)
• Proven track record of closing renewals and expansion opportunities, including a foundation in pitching, pricing and margin analysis
• Proficiency in Salesforce, Looker, Jira, Confluence, Outreach, NetSuite and margin analysis tools
• An analytical and metrics-driven workstyle
• Excellent written and verbal communication and presentation skills, including with executive stakeholders
• Ability to navigate difficult conversations and resolve conflicts effectively, both internally and externally
• Self-starter who excels under ambiguity in a fast-paced, deadline-oriented environment
• Ability to multitask and deliver on time, communicating blockers early
• Requirement to occasionally work on Fridays to support the 4-day workweek for the Customer Success team. Primary work will be responding to customer escalations that arise that Customer Support cannot resolve.
• Ability to travel when necessary
• Passion for e-commerce and new technology
• Background in e-commerce, payments, fraud or data science is preferred

#LI-Remote

Benefits in our US offices:

• Discretionary Time Off Policy (Unlimited!)
• 401K Match
• Stock Options
• Annual Performance Bonus or Commissions
• Paid Parental Leave (12 weeks)
• On-Demand Therapy for all employees & their dependents
• Dedicated learning budget through Learnerbly
• Health Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Account (FSA)
• Short Term and Long Term Disability Insurance
• Life Insurance
• Company Social Events
• Signifyd Swag

Compensation: 

In the United States, each work location is assigned a specific pay zone, which determines the salary range for a given position. The starting base salary for the selected candidate will be based on a variety of factors, including job-related skills, experience, qualifications, geographic location, and current market conditions.

Base Salary Range: 

• $110,000 - $130,000

Equity: This role is eligible for a stock option grant of 1500 stock options, based on the position level and internal compensation guidelines. 

Commission (Sales Roles): This role is eligible for a commission plan as part of the total compensation package.

• On-Target Commission Range: $36,000 – $43,000 annually
• Commission accelerators and additional variable compensation may apply; details will be provided during the interview process.

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 hiring process.