As a Customer Success Manager (CSM), you'll report to our Manager of Customer Success and manage the success and net retention of your portfolio of customers. You will combine technology expertise, business acumen and passion for customer success to promote our customers' and company's expected outcomes. We are looking for team members who are excited to learn our platform and become fluent in fraud, e-commerce and payments, where we provide value. As a trusted advisor with a deep product and industry knowledge, you'll be able understand customers' goals and help them optimize performance. You'll collaborate internally with management and broader teams to provide an outstanding customer experience and drive continuous improvement for Signifyd.
Responsibilities:
- Oversee the customer lifecycle and ensure ongoing client satisfaction and retention of a portfolio of assigned clients
- Use knowledge of the Signifyd platform to advise on best practices around product usage with end-users
- Identify, establish, and strengthen relationships with current and potential team members within your accounts
- Close renewals and seek out additional expansion opportunities within your book of business
- Ensure swift resolution of account issues by using resources from cross-functional teams, as needed
- Work with Marketing to identify and convert successful customers into advocates
- Embody Signifyd values and serve as a role model for other team members
- Develop collateral and conduct periodic business reviews with client executive teams
- Be a face of the company at trade shows and other industry events, both virtually and in person
- Participate in on-call schedule every 6-8 weeks on Fridays to support the 4-day workweek for the Customer Success team. Primary work will be responding to any customer escalations that arise that customer support cannot resolve.
Requirements for position:
- 2+ years of Customer Success Management or Account Management; technology background preferred
- Customer management experience within complex accounts
- Excellent communication and presentation skills
- An analytical and metrics-driven work style
- Ability to analyze complex situations and develop associated action plans and lead teams to achieve goals
- Deep experience generating and manipulating data for presentations (Microsoft Excel, Looker, etc.)
- Motivated, resourceful, detail-oriented, and highly organized
- Self-starter who excels under ambiguity in a fast-paced, deadline-oriented environment
- Background in e-commerce, fraud or payments industries is a plus
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