资深客户成功经理
Principal Customer Success Manager
在Signifyd，我们通过与客户建立信任关系，帮助商家自信地拓展业务。我们的先进技术，加上团队对客户成功真正投入的热情，创造了无摩擦的购物体验，批准更多优质订单，保护收入，并让客户满意。
我们被全球100多个国家的数千家领先商家所信赖，每年安全处理数十亿笔交易。我们的员工是公司一切行动的核心，以承诺、同理心和创造力推动我们的使命前进。加入我们，共同实现赋能自信、无欺诈的商业环境的目标，帮助在线零售商提供卓越的客户体验并消除欺诈。了解我们的公司价值观[这里](https://www.signifyd.com/about/#values)！
**部门：战略客户成功**
战略客户成功团队负责推动我们最大客户组合中的成功、净收入留存和业务扩展。这包括主动与现有商家互动，降低流失风险，并对接新客户。团队成员是欺诈、电子商务和支付领域的专家，与销售、实施和风控团队紧密合作，确保出色的客户体验。我们是一个注重成果的团队，专注于交付重大价值并实现集体和个人目标。
**职位描述：**
作为**高级客户成功经理（Principal CSM）**，您将负责Signifyd最复杂和战略性客户的成功。您将负责整个客户旅程的关系管理，确保客户顺利接入Signifyd平台，并在核心产品使用中实现最佳结果。您将与客户协作，制定并执行长期增长计划。合适的候选人具备强大的商业敏锐度，能够深入理解客户的业务目标，并与客户共同制定长期战略。此职位的成功需要一位擅长建立关系的人，能够协调客户组织内部及公司内部的高层利益相关者，以实现预期成果。
**职责：**
- 负责端到端的客户关系，确保顺利的上架流程、客户的最佳表现以及Signifyd与客户之间的战略对齐
- 识别、建立并深化与关键客户的合作关系
- 与客户一起制定并执行长期增长计划
- 与客户和内部团队协作，确保客户目标的实现
- 定期评估客户健康状况，识别潜在风险并提出解决方案
- 与销售和实施团队紧密合作，推动客户成功和续约
- 提供客户洞察，支持产品和策略的改进
查看英文原文
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.
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 [here](https://www.signifyd.com/about/#values)!
**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.
[Signifyd's Applicant Privacy Notice](https://drive.google.com/file/d/1HSnMY6HGjB1FNRX4Ez9bUre5mrPPcHIq/view?usp=sharing)