Strategic Customer Success Manager

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.

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. They should also have a demonstrated ability to build trusted relationships with senior executives, lead complex renewal and upsell negotiations, and translate performance data into a clear business case. Experience in fraud prevention, payments, or e-commerce is a plus.

Some of the world's largest online retailers rely on Signifyd to protect their revenue and approve more good orders. As a Strategic Customer Success Manager, you'll own a select portfolio of our most complex and strategic merchant relationships, where the stakes are high, the organizations are multi-layered, and the opportunity to shape a customer's fraud and payments strategy is real. 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, and align Signifyd's solutions to their priorities
• Develop multi-threaded relationships across buying centers (e.g., e-commerce, payments, fraud, returns, treasury), turning skeptical stakeholders into long-term advocates
• Lead executive business reviews and high-stakes conversations, positioning Signifyd's ROI and value in terms that resonate with senior leaders
• Independently own complex renewal and upsell cycles, including building custom pricing proposals and presenting the business case to both customer and Signifyd executives
• Identify, qualify, and advance expansion opportunities using MEDDICC and value-based selling, keeping Salesforce current and forecasts accurate
• 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) and how it affects Signifyd's performance
• 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
• Grow your own expertise and 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 experience navigating multi-threaded sales cycles
• Strong working knowledge of MEDDICC and value-based selling
• Confidence engaging and influencing VP- and C-level executives, including 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

#LI-Remote

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: ($150,000 - $165,000)

• Tier 1 (NYC/SF Bay Area/Seattle): $160,000– $ 165,000 annually
• Tier 2 (DC Metro/Austin/Chicago/Denver/Boston/Los Angeles/San Diego): $155,000 – $ 160,000 annually
• Tier 3 (US - All Other): $150,000 – $ 155,000 annually

Equity: This role is eligible for a stock option grant of 4,500 stock options, based on the position level and internal compensation guidelines. 

Commission: This role is eligible for a commission plan as part of the total compensation package.

• On-Target Commission Range: $51,666.67- $55,000.00
• Commission accelerators and additional variable compensation may apply; details will be provided during the interview process.

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.