Principal Customer Success Manager

Department: Strategic Customer Success

The Strategic Customer Success team is responsible for driving success, net revenue retention, and expansion within our largest customer 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 Principal CSM, you will be responsible for the success of Signifyd’s most complex and strategic accounts. You will own the relationship across the entire customer journey, ensuring the customer’s seamless transition onto the Signifyd platform and driving optimal outcomes for the customer within core products utilized. You will collaboratively build and execute a long-term growth plan both internally and with the customer. The right candidate leverages their strong business acumen in order to deeply understand their customers’ business objectives and jointly build a long-term strategy with the customer. Success in this role requires an expert relationship builder who can align stakeholders at the highest levels of the customer organization and internally in order to execute on delivering desired outcomes.  

Responsibilities:

• Own the end to end customer relationship, ensuring seamless onboarding, optimal performance for the customer and strategic alignment between Signifyd and the customer
• Identify, establish, and build deep relationships with current and potential senior stakeholders within your accounts
• Plan and execute discovery, change management, and strategic alignment sessions with internal Signifyd teams and customer stakeholders
• Leverage knowledge of the Signifyd platform, industry trends and customer objectives to develop long-term growth plans as a strategic partner. 
• Ensure swift resolution of account issues by leveraging resources from cross-functional teams, while being the voice of the customer
• Embody Signifyd values and serve as a role model for other team members
• Develop collateral and effectively convey the value of the Signifyd partnerships via business reviews with client executive teams
• Understand your customers’ pain points, initiatives and business goals and identify how Signifyd can partner to achieve their goals
• Partner closely with Marketing to develop your key stakeholders into advocates
• Build relationships to help expand Signifyd’s footprint in the organization as well as identify upsell, cross-sell and other growth opportunities
• Partner with the Product Management team to explore emerging use cases with clients including, but not limited to, Returns Abuse prevention and Account Integrity
• Engage and host executive onsites at customer and partner events
• Ability to travel 30%+

Requirements: 

• Experience - 5+ years of success in senior roles in enterprise SaaS deployment and/or program management for large, complex, and strategic customers is required. Background in payments, fraud, and/or e-commerce industries preferred.
• Leadership - This role requires strong communication skills, as well as displaying executive presence and confidence in varying levels of customer situations. The Enterprise Program Manager must display leadership with Signifyd, customer and partner teams who may be engaged in the delivery of complex solutions for overall customer success.
• Relationship Building - Proven track record of building relationships with senior customer executives in large or highly strategic accounts. Experience managing various stakeholder relationships to generate consensus on solutions/engagements required.
• Sales Acumen - While retention, customer satisfaction, and value realization are the core goals for this role, we’re looking for someone who has a sales mindset and understands how to manage complex, long-term sales cycles
• Program Management - Excellent skills in planning for a portfolio of engagements, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail required. The Principal CSM will be accountable for the development and execution of the shared merchant plan, including the operational health of the customer solutions deployed today and in the future.
• Collaboration and Communication - Proven track record of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication. Strong presentation skills with a high degree of comfort with both large and small audiences and various levels of management (CxO, Senior Executives, Day-to-Day Operations Team).

#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 Ranges by Pay Zone: ($160,000 - $180,000)

• Tier 1 (NYC/SF Bay Area/Seattle): $175,000– $ 180,000 annually
• Tier 2 (DC Metro/Austin/Chicago/Denver/Boston/Los Angeles/San Diego): $170,000 – $ 175,000 annually
• Tier 3 (US - All Other): $160,000 – $ 165,000 annually

Equity: This role is eligible for a stock option grant of 4,500 stock options, based on the position level and internal compensation guidelines. 

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

• On-Target Commission Range: $53,333 - $60,000 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.