Customer Success Lead

ABOUT SIGNA

Signa is a global enterprise SaaS platform that detects and removes illicit online product trade. We collect forensic-grade evidence, verify product authenticity through user photo reports from messaging apps, and support investigations and enforcement with authorities to disrupt offline illicit networks.

We protect leading consumer goods, pharmaceutical, alcohol and FMCG brands across 10+ countries in the Americas, and we're expanding into India. Our North Star: the USD volume of abnormal products removed from the market. Our work protects consumers' health, brands' revenue and reputation, and gives authorities actionable intelligence.

THE ROLE

As Customer Success Lead, you'll own and grow our strategic client relationships. You'll lead renewals and expansion, turn detection insights into client action, and make sure every account delivers measurable results. You'll be the main link between Signa and our clients' Brand Protection, Legal, Compliance and Commercial teams, and the voice of the client inside Signa.

This is an individual contributor role with company-wide influence. You'll set the standards and playbooks the CS team follows.

WHAT YOU'LL DO

• Own a portfolio of strategic accounts, with relationships up to C-suite

• Lead renewals, upsell and contract negotiations, and keep an accurate renewal and expansion forecast

• Build account plans and identify growth: new countries, marketplaces, channels, brands and enforcement with authorities

• Lead onboarding so new clients reach their first results quickly

• Track client health, spot churn risk early and drive recovery plans

• Run monthly reviews and QBRs with removal results, hotspots and recommended actions

• Partner with Operations, Product, Legal and Sales to deliver outcomes and bring client insight into the roadmap

• Define CS playbooks for onboarding, business reviews, renewals and at-risk accounts

HOW SUCCESS IS MEASURED

• Value of abnormal products identified and removed across your portfolio

• Client portfolio health score

• Retention and churn

• Account growth and sales opportunities generated

WHAT YOU BRING

• 5+ years in customer success, account management, business development or enterprise sales

• Proven experience in B2B enterprise SaaS, managing complex accounts with multiple stakeholders and long sales and renewal cycles

• A track record of retention, renewals and revenue growth

• Experience managing enterprise stakeholders and negotiating contracts

• A strategic, data-driven mindset: you turn metrics into a clear story and an action plan

• Experience working across multiple countries and cultures

• Fluent English and Spanish (Portuguese is a plus)

NICE TO HAVE

• Experience in brand protection, anti-counterfeiting, IP enforcement, legal tech or e-commerce

• Experience with consumer goods, pharma or alcohol industries

WHAT WE VALUE

Mission-driven · Collaborative · Innovative · Accountable · Transparency · Autonomy · Continuous learning · Customer obsession

Join us in making commerce safer and more trustworthy. Apply now!