Senior Customer Success Manager (Mid-Market) - Signifyd

About Signifyd

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. Learn about our company values on Signifyd's About Page.

Department Overview

The Mid-Market Customer Success team is responsible for driving success, net revenue retention, and expansion within our Mid-Market 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.

The Role

As a Senior Mid-Market Customer Success Manager (CSM) at Signifyd, you will drive success, net profit retention, and expansion across a portfolio of 30+ mid-market merchants. As a senior member of this segment’s team of CSMs, you will proactively engage merchants using key metrics, track outcomes, and run regular account reviews that make you a trusted business advisor. You will make significant individual contributions to segment goals, including upsell bookings, net profit retention, and year 1 revenue.

You will partner with Sales, Implementation, and Risk teams dedicated to the Mid-Market to ensure an exceptional customer experience and achieve your individual targets. You will report to the Director, Customer Success.

Responsibilities

• Oversee the customer lifecycle to proactively drive adoption and ensure ongoing client satisfaction and retention of a portfolio of 30+ assigned clients, using robust, repeatable processes.
• Project manage customer onboarding to successful deployment by leading and coordinating internal and external activities, adhering to and refining standardized onboarding procedures.
• Work extensively with cross-functional teams to orchestrate service infrastructure around client needs, with an eye toward repeatable processes.
• Identify and successfully close renewals and expansion opportunities within your book of business, analyzing complex situations to provide sophisticated renewal options.
• Identify and drive new channels for upsell and innovative outreach, particularly approaches that scale across a large portfolio.
• Have full ownership of commercial activities such as opportunity management and contract workflows, following and improving established processes for a high-volume client base.
• Proactively identify and address performance trends across your merchant portfolio, such as approval rate and loss rate, through standardized reporting and process adherence.
• Understand customers’ pain points, initiatives, and business goals, and identify how Signifyd can partner to achieve them, translating these insights into actionable, repeatable processes.
• Ensure swift resolution of account issues by using resources from cross-functional teams and navigating established escalation processes.
• Provide executive oversight and client communication, ensuring consistent and efficient messaging across a large portfolio.
• Champion continuous improvement and model disciplined process execution for other team members.
• Embody Signifyd values and serve as a role model for other team members.

Requirements

• 3+ years of Customer Success Management or Account Management experience.
• Proven experience managing a high-volume book of business (30+ accounts).
• Proven track record of closing renewals and expansion opportunities, including a foundation in pitching, pricing, and margin analysis.
• Proficiency in Salesforce, Looker, Jira, Confluence, Outreach, NetSuite, and margin analysis tools.
• An analytical and metrics-driven workstyle.
• Excellent written and verbal communication and presentation skills, including with executive stakeholders.
• Ability to navigate difficult conversations and resolve conflicts effectively, both internally and externally.
• Self-starter who excels under ambiguity in a fast-paced, deadline-oriented environment.
• Ability to multitask and deliver on time, communicating blockers early.
• Requirement to occasionally work on Fridays to support the 4-day workweek for the Customer Success team (primarily responding to escalated customer issues that Customer Support cannot resolve).
• Ability to travel when necessary.
• Passion for e-commerce and new technology.
• Background in e-commerce, payments, fraud, or data science is preferred.

Benefits & Compensation

• Base Salary Range: $110,000 - $130,000
• On-Target Commission Range: $36,000 – $43,000 annually (plus accelerators/variable compensation potential)
• Equity: Stock option grant of 1,500 stock options
• Discretionary Time Off Policy (Unlimited!)
• 401(k) Match
• Annual Performance Bonus or Commissions
• Paid Parental Leave (12 weeks)
• On-Demand Therapy for all employees & their dependents
• Dedicated learning budget through Learnerbly
• Medical, Dental, and Vision Insurance
• Flexible Spending Account (FSA)
• Short-Term and Long-Term Disability Insurance & Life Insurance
• Company Social Events & Signifyd Swag