Strategic Customer Success Manager

Role Overview

The Enterprise Customer Success team is responsible for driving success, net revenue retention, and expansion within our largest customer portfolio. This involves proactively engaging existing merchants, mitigating churn risks, and onboarding new clients.

What You Will Do

As a Strategic Customer Success Manager, you’ll own a select portfolio of our most complex and strategic merchant relationships, where the stakes are high, the organizations are multi-layered, and the opportunity to shape a customer’s fraud and payments strategy is real.

Why It Might Be a Fit

The ideal candidate will possess 7+ years of experience in enterprise customer success, account management, or a similar customer-facing commercial role, managing large, complex customers.

Requirements

• 7+ years of experience in enterprise customer success, account management, or a related commercial role with large, complex customers
• Proven track record of owning renewals and closing expansion deals, with experience navigating multi-threaded sales cycles
• Strong working knowledge of MEDDICC and value-based selling
• Confidence engaging and influencing VP- and C-level executives, including in high-pressure situations
• Ability to build custom pricing proposals and ROI-based business cases
• Solid understanding of fraud trends and the payments ecosystem (gateways, PSPs, card networks, authorization and settlement)
• Strong analytical skills, with the ability to turn data into clear, actionable insights
• Comfort explaining machine learning and data science concepts to non-technical audiences
• Proficiency with Salesforce and business intelligence tools
• Excellent written, verbal, and presentation skills
• Ability to travel to customer sites and industry events as needed (up to 30%)

Benefits

• 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