Senior Enterprise Customer Success Manager

Senior Enterprise Customer Success Manager

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.

The LATAM Customer Success team is responsible for driving success, net revenue retention, and expansion within our customer portfolio in the region. 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 Risk, Product, Implementation, and Sales teams to ensure an exceptional customer experience.

The Role

As a Senior Enterprise Customer Success Manager (CSM) with Signifyd, you'll be responsible for the success, net retention and expansion within the accounts in your portfolio. You will combine technology expertise, business acumen and passion for customer success to drive our customers' and company's expected outcomes. We are looking for team members who are excited to learn our platform and become fluent in the functional areas (fraud, e-commerce and payments) where we deliver value. As a trusted advisor with deep product and industry knowledge, you'll be able understand customers' business objectives and help them optimize performance. You'll collaborate internally with management & broader cross-functional groups to provide an outstanding customer experience and drive continuous improvement for Signifyd.

Responsibilities

• Own the end-to-end relationship for high-value accounts, ensuring strategic alignment between their business goals and Signifyd's platform.
• Oversee the customer lifecycle and ensure ongoing client satisfaction and retention of a portfolio of assigned clients
• Conduct regular onsite visits to maintain deep, in-person alignment with key stakeholders at your accounts.
• Leverage 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 stakeholders within your accounts
• Successfully close renewals and seek out additional expansion opportunities within your book of business
• Ensure swift resolution of account issues by leveraging resources from cross-functional teams, as needed
• Develop collateral and conduct periodic business reviews with client executive teams
• Act as a face of the company at trade shows and other key industry events, both virtually and in person
• Embody Signifyd values and serve as a role model for other team members

Requirements for position

• Language: Professional fluency in Portuguese and English. Spanish is a plus.
• Experience: 5+ years of Customer Success and/or Account Management; tech background required
• Background in e-commerce, fraud or payments industries is a plus.
• Proven customer management experience with large and 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 key objectives
• Deep experience generating and manipulating data for internal and external presentations (GSuite, Microsoft Excel, Looker, etc.)
• Experience working with AI tools.
• Driven, resourceful, detail-oriented, and highly organized
• Self-starter who thrives under ambiguity in a fast-paced, deadline-oriented environment

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.