Senior Enterprise Customer Success Manager | JobSetuu

Description

Job Overview

• Source: Jobicy

Job Description

Department: Enterprise Customer Success

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. Our team members are experts in the fraud, e-commerce, and payments landscape, collaborating closely with Sales, 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.

As a Senior Enterprise Customer Success Manager (CSM), you manage the ongoing success of a portfolio of Signifyd's large, enterprise 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 Director, Enterprise Customer Success. 

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, Excel and G-Suite is required 
• Proficiency in BI tools such as Looker is a plus
• Proven customer management experience with Enterprise accounts
• Proven track record of managing complex projects 
• An analytical and metrics-driven work style
• Ability to analyze complex situations, develop associated action plans and lead teams to achieve goals
• Creative, driven, resourceful, detail-oriented, and highly organized
• 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 preferred

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 Ranges by Pay Zone:

• Tier 1 (NYC/SF Bay Area/Seattle): $130,000 – $135,000 annually
• Tier 2 (DC Metro/Austin/Chicago/Denver/Boston/Los Angeles/San Diego): $125,000 – $130,000 annually
• Tier 3 (US - All Other): $120,000– $125,000annually

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.

Expert Career Tips for Senior Enterprise Customer Success Manager Roles

To succeed in a competitive market as a Senior Enterprise 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 Senior Enterprise 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 Senior Enterprise 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.