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Senior Enterprise Customer Success Manager

Signifyd

Signifyd

Customer Service, Sales & Business Development
London, UK
Posted on Friday, September 1, 2023

As a Senior Enterprise Customer Success Manager (CSM), you manage the ongoing success of a portfolio of Signifyd's large, enterprise and some mid-market customers. You will work cross-functionally with multiple teams to ensure alignment with customer objectives. You will build out a strategic view of your accounts to ensure long-term success. As a trusted business advisor for your assigned customers, you will help engage with your customers to ensure platform usage, track key success metrics/outcomes, and conduct periodic account reviews. You will report to the Senior Manager of Customer Success (EMEA).

Responsibilities:

  • Oversee the customer lifecycle to proactively drive adoption and ensure ongoing client satisfaction and retention of a portfolio of assigned clients
  • Project manage customer onboarding process to successful deployment by leading and coordinating internal and external activities
  • Work extensively with various cross-functional teams in order to orchestrate service infrastructure around client needs
  • Identify and successfully close renewals and expansion opportunities within your book of business
  • Have full ownership of commercial activities such as opportunity management and contract workflows.
  • Understand your customers’ pain points, initiatives and business goals and identify how Signifyd can partner to achieve their goals
  • Use knowledge of the Signifyd platform to advise on best practices around product usage with end-users
  • Develop collateral and conduct regular business reviews with client executive teams
  • Ensure swift resolution of account issues by using resources from cross-functional teams
  • Provide executive oversight and client communication
  • Work with Marketing to identify and convert successful customers into advocates
  • Embody Signifyd values and serve as a role model for other team members

Requirements for the position:

  • 5+ years of Customer Success Management or Account Management
  • Ability to travel when necessary
  • Proficiency in Salesforce, JIRA, Slack and G-Suite is required
  • Requirement to occasionally be working 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.
  • Proven customer management skills with Enterprise accounts
  • Proven track record of managing complex projects
  • An analytical and metrics-driven workstyle
  • Ability to analyze complex situations, develop associated action plans and lead teams to achieve goals
  • Creative, driven, resourceful, detail-oriented, and highly organized
  • Experience with Microsoft Excel
  • Excellent communication and presentation skills
  • Self-starter who excels under ambiguity in a fast-paced, deadline-oriented environment
  • Passion for e-commerce and new technology
  • Background in e-commerce, payments, fraud or data science is a plus
  • Proficiency in BI tools such as Looker is a big advantage

#LI-Remote

In 30 days:

  • You will complete essential training for your role (e-learning and live sessions)
  • You will be assigned your book of business
  • You will conduct handover sessions for your accounts
  • You will gain operational proficiency around Signifyd’s tech stack

In 60 days:

  • You will fully familiarize yourself with your book of business and meet your customers
  • You will establish account plans for your accounts
  • You will familiarize yourself with internal operational processes and workflows
  • You will start to lead internal meetings, projects and conversations related to your accounts
  • You will be able to to conduct a business review with a client
  • You will continue your training on various aspects of the role (both e-learning and live sessions your onboarding buddy and/or Line Manager)

And at 90 days:

  • You will have build a full strategic view for your accounts including identification any opportunities or risks
  • You will fully complete all your training related to your role
  • You will gain operational proficiency within Signifyd cross-functional structure and will have a clear understanding of how to drive projects forward and resolve issues.
  • You will lead all internal and external engagement related to your accounts

Benefits in our UK offices:

  • 4-day workweek
  • A great compensation package (with plenty of room for growth)
  • Equity in the company
  • Annual Performance Bonus or Commissions
  • Pension matched up to 8%
  • 'Day one' access to great health, dental and optical insurance scheme
  • 20 days of annual leave and public holidays
  • Cycle to Work Scheme
  • Enhanced maternity and paternity leave
  • Regular paid social events organized by our social committee
  • BetterHelp Online Therapy Membership
  • Learning budget through Learnerbly

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.