Customer Success Manager, Mid-Market

Responsibilities

• Drive scalable customer success initiatives across a pooled book of business, achieving targets for upsells, onboarding, and retention.
• Manage engagements with an average of ~30 accounts at any one time, drawn from the larger Mid-Market segment
• Identify and execute upsell opportunities within the Mid-Market segment by leveraging Scaled Customer Success strategies to expand product adoption.
• Analyze client data to pinpoint optimization opportunities and proactively mitigate risks for at-risk merchants.
• Collaborate with the implementation team to lead new merchant onboarding, ensuring alignment with key business objectives.
• Deliver initial product training and high-level guidance for inbound customer inquiries, facilitating efficient escalation to specialized teams.
• Monitor and analyze customer health and adoption metrics to proactively identify opportunities and address potential risks.
• Engage with merchants regularly via phone, Zoom, and email to track progress and provide support in achieving their goals.
• Partner cross-functionally with teams like Technical Support, Risk Intelligence, and Data Science to ensure merchants realize optimal value from Signifyd.
• Conduct data analysis using tools (e.g., AI, Looker, SFDC, Google Suite) to generate actionable customer insights.
• Develop and deliver business reviews that highlight the customer partnership with Signifyd, outlining successes, revenue growth opportunities, and strategic recommendations at scale.
• Occasional work outside typical business hours, including holidays, may be needed to ensure comprehensive customer support aligned with Signifyd's merchant's needs.

Requirements for position

• 1-3 years of experience in a customer-facing role such as Customer Success, Account Management, or Sales.
• Experience specifically managing a high volume of accounts in a scaled (1:Many) customer success model is highly preferred.
• Excellent verbal and written communication, and presentation skills, with a demonstrated comfort and preference for phone-based client interactions.
• Proven ability to analyze complex challenges, develop actionable strategies, and effectively lead teams to accomplish key objectives.
• Exceptional time management and prioritization skills, capable of effectively managing the diverse needs of a large customer base.
• A highly motivated, resourceful, and detail-oriented individual with strong organizational skills.
• A self-driven individual who thrives in the face of ambiguity within a fast-paced, deadline-oriented setting.
• Proficiency with Salesforce is advantageous.
• Bachelor's degree required.

#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

• $70,000 - $85,000

Equity: This role is eligible for a stock option grant of 1000 stock options, based on the position level and internal compensation guidelines.

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

• On-Target Commission Range: $23,000 - $28,000 annually
• Commission accelerators and additional variable compensation may apply; details will be provided during the interview process.

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