Customer Success Manager - EMEA

As Customer Success Manager (CSM), you manage the ongoing success of a portfolio of Signifyd's mid-market to Enterprise size accounts based in EMEA. You will work cross-functionally with multiple teams to ensure alignment with customer objectives. You will build out a strategic view of your largest accounts to ensure long-term success. As a trusted business advisor for your assigned customers, you will help engage with your customers to ensure platform usage, track key success metrics/outcomes, and conduct periodic account reviews. You will report to the Director, Enterprise Customer Success based in London.

Responsibilities:

• Oversee the customer lifecycle to proactively drive adoption and ensure ongoing client satisfaction and retention of a portfolio of assigned clients
• Project manage customer onboarding process to successful deployment by leading and coordinating internal and external activities
• Work extensively with various cross-functional teams in order to orchestrate service infrastructure around client needs
• Identify and successfully close renewals and expansion opportunities within your book of business
• Have full ownership of commercial activities such as opportunity management and contract workflows.
• Understand your customers’ pain points, initiatives and business goals and identify how Signifyd can partner to achieve their goals
• Use knowledge of the Signifyd platform to advise on best practices around product usage with end-users
• Develop collateral and conduct regular business reviews with client executive teams
• Ensure swift resolution of account issues by using resources from cross-functional teams
• Provide executive oversight and client communication
• Work with Marketing to identify and convert successful customers into advocates
• Embody Signifyd values and serve as a role model for other team members
  
  

Requirements for the position:

• 4+ years of Customer Success Management or Account Management
• Proficiency in Slack, Salesforce, JIRA, Excel and G-Suite is required
• Proficiency in BI tools such as Looker (or Tableau) is a big advantage
• Great sense of urgency and ability to work in a fast pace enviroment
• Requirement to occasionally be working on Fridays to support the 4-day workweek for the Customer Success team. Primary work will be responding to any customer escalations that arise that Customer Support cannot resolve.
• Proven customer management experience with well recognised brands
• An analytical and metrics-driven workstyle
• Ability to analyze complex situations, develop associated action plans and lead teams to achieve goals
• Creative, driven, resourceful, detail-oriented, and highly organized
• Excellent communication and presentation skills
• Self-starter who excels under ambiguity in a fast-paced, deadline-oriented environment
• Genuine interest in e-commerce and new technology
• Background in e-commerce, payments, fraud or data science is preferred
• Ability to travel when necessary and attend in-person session in London office as required
  
  

Our UK benefits:

• Stock Options
• Annual Performance Bonus or Commissions
• Pension matched up to 8%
• ‘Day one’ access to great health, dental and optical insurance scheme
• Generous annual leave plus public holidays
• Cycle to Work Scheme
• Enhanced maternity and paternity leave (12 weeks full-pay for mums & dads, plus 12 weeks half-pay for mums)
• Regular paid social events organized by our social committee
• Mental wellbeing resources
• Dedicated learning budget through Learnerbly
  
  

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

We also 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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