Senior Enterprise Customer Success Manager
WFA Digital Insight
As demand for digital skills continues to soar, with a 25% increase in remote customer success roles last year, companies like Signifyd are at the forefront of this shift. With thousands of merchants trusting Signifyd across over 100 countries, the need for skilled professionals who can navigate the complex landscape of e-commerce, payments, and fraud prevention is more pressing than ever. The right candidate for this Senior Enterprise Customer Success Manager role will possess not only a deep understanding of these areas but also the ability to work remotely with flair, driving customer satisfaction and retention through strategic account management. Before applying, candidates should be aware of the importance of empathy, creativity, and a customer-centric approach in this role.
Job Description
About the Role
The Senior Enterprise Customer Success Manager position at Signifyd is a pivotal role that involves managing the ongoing success of a portfolio of large, enterprise customers. This entails working cross-functionally with multiple teams to ensure alignment with customer objectives, building out a strategic view of assigned accounts to ensure long-term success, and acting as a trusted business advisor for clients. The role reports to the Director, Enterprise Customer Success, and is part of a results-oriented group focused on delivering significant value and achieving collective and individual targets.Signifyd's mission to empower fearless commerce by helping online retailers provide superior customer experiences and eliminate fraud is at the core of this role. The company's advanced technology, combined with a team genuinely invested in clients' success, creates frictionless shopping experiences, approving more good orders, protecting revenue, and keeping customers happy.
The Enterprise Customer Success team is responsible for driving success, net revenue retention, and expansion within Signifyd's largest customer portfolio. This involves proactively engaging existing merchants, mitigating churn risks, and onboarding new clients. 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.
What You Will Do
- Oversee the customer lifecycle to proactively drive adoption and ensure ongoing client satisfaction and retention of a portfolio of assigned clients.
- Project manage the customer onboarding process to successful deployment by leading and coordinating internal and external activities.
- Work extensively with various cross-functional teams 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 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 customer issues, leveraging internal teams as necessary.
What We Are Looking For
- 5+ years of experience in a customer-facing role, preferably in the e-commerce, payments, or SaaS industry.
- Proven track record of managing large, complex customer relationships and driving revenue growth.
- Strong understanding of the e-commerce landscape, including fraud prevention and payment processing.
- Excellent communication, interpersonal, and project management skills.
- Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.
- Strong analytical and problem-solving skills, with the ability to analyze data and make informed decisions.
- Experience with CRM software and other customer success tools.
- Bachelor's degree in Business Administration, Marketing, or a related field.
Nice to Have
- Experience with enterprise software sales or customer success.
- Knowledge of SQL and data analysis tools.
- Certification in customer success or a related field.
- Experience working with cross-functional teams, including sales, marketing, and product development.
Benefits and Perks
- Competitive salary and benefits package.
- Opportunities for professional growth and development in a rapidly expanding company.
- Collaborative, dynamic work environment with a team of experienced professionals.
- Flexible, remote work arrangement with the possibility of working from home or our offices.
- Access to cutting-edge technology and tools.
- Comprehensive health insurance and retirement plans.
- Generous paid time off and holiday policy.
How to Stand Out
- Tip: Highlight your experience with CRM software and customer success tools in your application to demonstrate your ability to manage complex customer relationships.
- Familiarize yourself with the e-commerce landscape, including fraud prevention and payment processing, to stand out in interviews.
- Showcase your analytical and problem-solving skills by providing examples of how you've analyzed data and made informed decisions in previous roles.
- Prepare to discuss your understanding of customer needs and how you've partnered with clients to achieve their goals in the past.
- When applying, use the word FAVOUR and tag ROjox to show you've read the job post completely, as this is a requirement for the application process.
- Tailor your resume and cover letter to emphasize your customer-facing experience and ability to work in a fast-paced, dynamic environment.
- Be ready to discuss your experience with cross-functional teams and how you've contributed to driving revenue growth and customer satisfaction in previous roles.
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