Strategic Customer Success Manager - 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. Our people are the heart of everything we do, driving our mission forward with commitment, empathy, and creativity. Learn about our company values here!

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.

The Role

We are looking for a Strategic Customer Success Manager to join our Enterprise Customer Success team and report to the Senior Manager, Enterprise Customer Success. You will be responsible for retention, expansion, and executive relationships across a book of approximately 8–10 enterprise accounts representing $8–10M in annual contract value. 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.

As a Strategic Customer Success Manager, you'll own a select portfolio of our most complex and strategic merchant relationships. You'll partner closely with Sales, Solutions Engineering, Implementation, Risk Intelligence, Product, and Signifyd's executive team to deliver measurable value and grow each partnership over time.

Responsibilities

• Own the end-to-end relationship for a portfolio of 8–10 strategic enterprise merchants, with accountability for profitability, net revenue retention, and expansion.
• Build and execute strategic account plans that map each customer business unit and its key executive stakeholders, aligning Signifyd's solutions to their priorities.
• Develop multi-threaded relationships across buying centers (e.g., e-commerce, payments, fraud, returns, treasury).
• Lead executive business reviews and high-stakes conversations, positioning Signifyd's ROI and value to senior leaders.
• Independently own complex renewal and upsell cycles, including building custom pricing proposals and presenting business cases.
• Identify, qualify, and advance expansion opportunities using MEDDICC and value-based selling.
• Engage Signifyd executives strategically to strengthen customer partnerships and move key deals forward.
• Serve as the go-to resource for customer performance reporting, using data to explain results, surface risks, and tell a compelling story.
• Understand each merchant's technical environment (e-commerce platforms, order management systems, payment gateways).
• Coordinate cross-functional teams to resolve escalations and deliver on complex customer initiatives.
• Bring customer feedback back to Product and leadership as clear themes that improve Signifyd's offering.
• Share knowledge with the broader CS team as a model for strategic account management.

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 multi-threaded sales cycles.
• Strong working knowledge of MEDDICC and value-based selling.
• Confidence engaging and influencing VP- and C-level executives 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%).

Nice to Have

• Experience at a fraud prevention, payments, or e-commerce technology company.
• Hands-on experience with Looker or a similar BI tool.
• Familiarity with e-commerce platforms, order management systems, and payment gateway integrations.
• Experience managing global or multi-region customer relationships.

Benefits & Compensation

• Base Salary Range: $150,000 – $165,000 annually (Tiered by geographic pay zone)
  • Tier 1 (NYC/SF Bay Area/Seattle): $160,000 – $165,000
  • Tier 2 (DC Metro/Austin/Chicago/Denver/Boston/LA/San Diego): $155,000 – $160,000
  • Tier 3 (US - All Other): $150,000 – $155,000
• Equity: Eligible for a stock option grant of 4,500 stock options.
• On-Target Commission Range: $51,666.67 – $55,000.00 (plus accelerators).
• Unlimited Discretionary Time Off Policy
• 401(k) Matching
• Paid Parental Leave (12 weeks)
• Health, Dental, and Vision Insurance
• On-Demand Therapy for employees & dependents
• Dedicated learning budget through Learnerbly
• Flexible Spending Account (FSA), Disability, and Life Insurance