RESUMES MUST BE SUBMITTED IN ENGLISH
As a Senior Customer Success Manager (CSM) with Signifyd, you’ll be responsible for the success, net retention and expansion within the accounts in your portfolio. You will combine technology expertise, business acumen and passion for customer success to drive our customers’ and company’s expected outcomes. We are looking for team members who are excited to learn our platform and become fluent in the functional areas (fraud, e-commerce and payments) where we deliver value. As a trusted advisor with deep product and industry knowledge, you’ll be able understand customers’ business objectives and help them optimize performance. You'll collaborate internally with management & broader cross-functional groups to provide an outstanding customer experience and drive continuous improvement for Signifyd.
Responsibilities:
- Oversee the customer lifecycle and ensure ongoing client satisfaction and retention of a portfolio of assigned clients
- Leverage knowledge of the Signifyd platform to advise on best practices around product usage with end-users
- Identify, establish, and strengthen relationships with current and potential stakeholders within your accounts
- Successfully close renewals and seek out additional expansion opportunities within your book of business
- Ensure swift resolution of account issues by leveraging resources from cross-functional teams, as needed
- Work closely with Marketing to identify and convert successful customers into advocates
- Embody Signifyd values and serve as a role model for other team members
- Develop collateral and conduct periodic business reviews with client executive teams
- Act as a face of the company at trade shows and other key industry events, both virtually and in person
Requirements for position:
- 5+ years of Customer Success Management and/or Account Management; technology background required
- Background in e-commerce, fraud or payments industries is a plus
- Proven customer management experience with large and complex accounts
- Excellent communication and presentation skills
- Professional fluency in Portuguese and English. Spanish is a plus.
- Located in São Paulo, Brazil a plus
- An analytical and metrics-driven work style
- Ability to analyze complex situations and develop associated action plans and lead teams to achieve key objectives
- Deep experience generating and manipulating data for internal and external presentations (GSuite, Microsoft Excel, Looker, etc.)
- Driven, resourceful, detail-oriented, and highly organized
- Self-starter who thrives under ambiguity in a fast-paced, deadline-oriented environment
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.
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What We Do
Signifyd provides an end-to-end Commerce Protection Platform that leverages its Commerce Network to maximize conversion, automate customer experience and eliminate fraud and consumer abuse for retailers. Signifyd counts among its customers a number of companies on the Fortune 1000 and Digital Commerce 360 Top 500 lists. Signifyd is headquartered in San Jose, CA., with locations in Denver, New York, Mexico City, São Paulo, Belfast, and London.
Why Work With Us
We have a hybrid working environment and culture built around collaboration, development, and diversity. We think it's incredibly important that people from all backgrounds feel a sense of inclusion and belonging and truly embody our company values. We also promote mental wellbeing with flexible time off!
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