Senior Enterprise Customer Success Manager
PLEASE SUBMIT YOUR RESUME IN ENGLISH
Department: Strategic Customer Success
The LATAM Customer Success team is responsible for driving success, net revenue retention, and expansion within our customer portfolio in the region. 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 Risk, Product, Implementation, and Sales 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
As a Senior Enterprise 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:
Strategic & Commercial Ownership: Own the end-to-end relationship for high-value accounts, ensuring strategic alignment between their business goals and Signifyd’s platform.
Oversee the customer lifecycle and ensure ongoing client satisfaction and retention of a portfolio of assigned clients
Conduct regular onsite visits to maintain deep, in-person alignment with key stakeholders at your accounts.
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
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
Embody Signifyd values and serve as a role model for other team members
Requirements for position:
Language: Professional fluency in Portuguese and English. Spanish is a plus.
Experience: 5+ years of Customer Success and/or Account Management; tech 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
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.)
Experience working with AI tools.
Driven, resourceful, detail-oriented, and highly organized
Self-starter who thrives under ambiguity in a fast-paced, deadline-oriented environment
#LI-Remote
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.
PLEASE SUBMIT YOUR RESUME IN ENGLISH