Principal Customer Success Manager | JobSetuu

Description

Job Overview

• Source: Jobicy

Job Description

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.

Trusted by thousands of leading merchants across more than 100 countries, we securely process billions of transactions each year. Our people are the heart of everything we do, driving our mission forward with commitment, empathy, and creativity. Join us on our mission to empower fearless commerce by helping online retailers provide superior customer experiences and eliminate fraud. Learn about our company values here!

Department: Strategic Customer Success

The Strategic 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. Our team members are experts in the fraud, e-commerce, and payments landscape, collaborating closely with Sales, Product, Implementation, and Risk teams to ensure an exceptional customer experience. We are a results-oriented group focused on delivering significant value and achieving our collective and individual targets.

The Role:

As a Strategic Customer Success Manager, you will own the success of Signifyd’s most complex and strategic accounts in the EMEAregion. You are not a passive relationship manager; you are a proactive, revenue-owning partner and a "trusted advisor".

You will report to the Director of Customer Success EMEA and will work closely with Signifyd GM EMEA and VP Strategic Customer Success in the US.

Success in this role requires an expert relationship builder who can align stakeholders at the highest levels—both within the customer's organization and internally at Signifyd—to execute a long-term strategy that delivers specific business outcomes. 

We are looking for candidates who fit one of two primary profiles:

• A foundational background in Business Administration, Business Intelligence (BI), or Product Management, but have intentionally transitioned into a high-impact, relationship-driven commercial role (Account Management, Customer Success)
• First-hand experience running payments, e-commerce or fraud prevention program at a large European company and understanding the internal pressures and technical hurdles our clients face daily.

Regardless of your path, you must be commercially minded, acting as a high-level intermediary who ensures Signifyd’s technical delivery aligns perfectly with the merchant's business needs.

Responsibilities:

• Strategic & Commercial Ownership: Own the end-to-end relationship for high-value accounts, ensuring strategic alignment between their business goals and Signifyd’s platform.
• Commercial Growth: Operate with a "sales mindset" to identify and capitalize on expansion, upsell, and cross-sell opportunities.
• Technical Translation: Act as a critical intermediary between the merchant’s business needs and Signifyd’s technical teams , ensuring what we deliver aligns with the client's actual business requirements.
• Consultative Challenge: Proactively keep client teams aligned and provide rigorous, data-backed challenges to their internal assumptions to drive better outcomes.
• Face-to-Face Engagement:
• Europe: Conduct frequent onsite visits to maintain deep, local alignment with key stakeholders
• Signifyd London HQ: available to attend team or All Hands meetings as required 
• Product Influence: Leverage a deep understanding of fraud detection technologies (Machine Learning, device fingerprinting) to translate complex data into actionable insights and influence Signifyd’s product roadmap.
• Outcome Realization: Focus on reducing "time-to-value" for new initiatives and exceeding mutually agreed-upon success criteria

Requirements: 

• Experience: 5+ years of success in senior enterprise SaaS roles, or account management managing strategic accounts.
• Technical Background: Previous professional experience in Data Science, BI, Analytics, or Product Management is highly preferred.
• Domain Expertise: A deep understanding of the ecommerce, fraud, or payments landscape is essential.
• Executive Presence: Proven track record of presenting to and negotiating with CxO-level executives, with the ability to hold a narrative that leads to growth.
• Commercial Acumen: Proven ability to manage complex sales cycles and achieve revenue targets through retention and expansion.
• Travel: Ability to travel frequently (1-2 trips a month)
• Program Management: Strong capability in resource orchestration and planning for a portfolio of engagements, ensuring the operational health of deployed solutions.

Our UK benefits:

• Stock Options
• Annual Performance Bonus or Commissions
• Pension matched up to 8%
• ‘Day one’ access to great health, dental and optical insurance scheme 
• Generous annual leave plus public holidays
• Cycle to Work Scheme
• Enhanced maternity and paternity leave (12 weeks full-pay for mums & dads, plus 12 weeks half-pay for mums)
• Regular paid social events organized by our social committee 
• Mental wellbeing resources
• Dedicated 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.

We also 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.

Signifyd's Applicant Privacy Notice

Expert Career Tips for Principal Customer Success Manager Roles

To succeed in a competitive market as a Principal Customer Success Manager, you need more than just technical skills. Here are some expert strategies to elevate your profile:

• Build a Strong Portfolio: For technical roles, a clean GitHub or a personal project site is essential. For non-technical roles, a case study portfolio demonstrating problem-solving and impact is equally valuable. Show, don't just tell, what you have achieved in your previous positions.
• Master the Narrative: When interviewing, use the STAR method (Situation, Task, Action, Result) to structure your answers. Quantify your results wherever possible—mentioning "increased efficiency by 20%" is much more impactful than saying "improved efficiency."
• Continuous Learning: The industry moves fast. Whether it's staying updated with the latest AI tools or mastering a new management methodology, continuous professional development is key. Consider obtaining industry-recognized certifications that align with Principal Customer Success Manager requirements.
• Networking: Connect with other professionals in similar roles. Join online communities, attend webinars, and engage in meaningful discussions on professional social networks. Often, the best opportunities come through referrals and community engagement.
• Soft Skills Matter: Communication, empathy, and leadership are often the deciding factors between two equally qualified technical candidates. Cultivate these skills as they are universally valued across all industries and seniority levels.

Additionally, research the specific company's culture and values. Tailoring your application to show how you align with their mission can significantly increase your chances of moving forward in the process.

Salary & Compensation

Salary not disclosed; typically competitive for the role.

Work Arrangement

Type: On-Site

Standard business hours at the office.

Comprehensive Application Strategy & Hiring Process

Applying for a new role is a marathon, not a sprint. Follow this strategic approach to maximize your success rate:

1. Initial Research & Tailoring

Don't send the same resume to every employer. Spend at least 30 minutes researching the company. Look for recent news, their product roadmap, and their team structure. Modify your summary and core competencies to reflect the specific keywords found in the job description.

2. The Perfect Cover Letter

If the application allows for a cover letter, use it to tell a story that your resume cannot. Explain why you are passionate about this specific company and how your unique background makes you the perfect fit for the challenges they are currently facing.

3. Navigating the Multi-Stage Interview

Most modern hiring processes involve 3-5 stages. This typically includes a recruiter screen, a technical or skill-based assessment, a peer interview, and a final leadership round. Prepare for each stage differently: focus on enthusiasm and fit for the recruiter, technical depth for the assessment, and strategic vision for the leadership round.

4. Post-Interview Follow-Up

Always send a personalized thank-you note within 24 hours of each interview. Reference a specific topic discussed during the call to demonstrate your active listening and genuine interest in the role.

By following these steps, you demonstrate a high level of professionalism and attention to detail that sets you apart from the average applicant.

Typical Interview Process

1. Resume screening
2. HR call
3. Skill interview
4. Final manager interview
5. Offer

Tip: Research the company's products and culture.

Global Market Intelligence & Relocation Insights

At JobSetuu, we specialize in helping talent navigate the global job market. Here is what you need to know about the current landscape in Global and beyond:

The demand for skilled professionals is increasingly borderless. For roles based in Global, understanding the local cost of living, visa requirements (if applicable), and cultural nuances is vital. If this is a remote role, consider the time zone alignment and the asynchronous communication culture of the hiring organization.

Relocation Support: Many forward-thinking companies offer relocation packages that include moving stipends, temporary housing, and legal assistance with work permits. When evaluating an offer, look beyond the base salary—consider the total compensation package, including equity, bonuses, and healthcare benefits.

Work-Life Balance Trends: Hybrid and remote work have become standard in many regions. Research the local labor laws and common practices regarding work hours and vacation time to ensure the role aligns with your lifestyle goals.

Leveraging JobSetuu's tools can help you compare salaries across different cities and understand the "purchasing power" of your potential offer, ensuring you make an informed decision for your long-term career path.

Skills & Competency Roadmap for Professional Development

To remain competitive in Professional Development, we recommend focusing on the following core competencies over the next 12-18 months:

• Technical Mastery: Deepen your expertise in the core tools and languages relevant to your field. For developers, this might be cloud architecture; for marketers, it might be data-driven attribution modeling.
• AI Augmentation: Learn how to leverage generative AI and automation tools to increase your productivity. Understanding how to integrate these technologies into your workflow is becoming a non-negotiable skill.
• Leadership & Strategy: Even in individual contributor roles, the ability to think strategically and lead projects from inception to completion is highly valued. Focus on stakeholder management and high-level project planning.
• Data Literacy: The ability to interpret data and use it to drive decisions is essential across all business functions. Familiarize yourself with data visualization and basic analytical concepts.

By investing in these areas, you not only prepare yourself for the role you are applying for today but also build a resilient foundation for the opportunities of tomorrow.

Apply via JobSetuu

Discover your next career milestone on JobSetuu. This Principal Customer Success Manager position is part of our commitment to bringing you the most relevant and high-impact job openings globally. At JobSetuu, we simplify your job search by aggregating premier listings and providing the tools you need to stand out. Don't miss the chance to elevate your professional journey—explore more opportunities and career insights on our platform today.