Principal Customer Success Manager

Signifyd helps merchants grow confidently through technology that enables frictionless shopping experiences, protects revenue, and reduces fraud. The Principal Customer Success Manager will own relationships with Signifyd’s most complex strategic accounts, leading onboarding, stakeholder alignment, issue resolution, and long-term growth planning across the customer journey.

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:

• 5+ years of success in senior roles in enterprise SaaS deployment and/or program management for large, complex, and strategic customers is required
• strong communication skills
• displaying executive presence and confidence in varying levels of customer situations
• leadership with Signifyd, customer and partner teams who may be engaged in the delivery of complex solutions for overall customer success
• 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
• a sales mindset and understands how to manage complex, long-term sales cycles
• Excellent skills in planning for a portfolio of engagements, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail required
• 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)
• Background in payments, fraud, and/or e-commerce industries preferred