Senior Customer Success Manager; Mid-Market

United States (Remote);

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. Join us on our mission to empower confident, fraud-free commerce by helping online retailers provide superior customer experiences and eliminate fraud. Learn about our company values here !

The Mid-Market Customer Success team is responsible for driving success, net revenue retention, and expansion within our Mid-Market 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.

As a Senior Mid-Market Customer Success Manager (CSM) at Signifyd, you will drive success, net profit retention, and expansion across a portfolio of 30+ mid-market merchants. As a senior member of this segment’s team of CSMs, you will proactively engage merchants using key metrics, track outcomes, and run regular account reviews that make you a trusted business advisor. You will make significant individual contributions to segment goals, including upsell bookings, net profit retention, and year 1 revenue.

You will partner with Sales, Implementation, and Risk teams dedicated to the Mid-Market, along with others, to ensure an exceptional customer experience and achieve your individual targets. You will report to the Director, Customer Success.

We seek enthusiastic individuals eager to master our platform and become experts in the fraud, e-commerce, and payments landscape where we deliver significant value. The ideal candidate is a results-oriented problem solver who is comfortable engaging with a high volume of clients daily.

• Oversee the customer lifecycle to proactively drive adoption and ensure ongoing client satisfaction and retention of a portfolio of 30+ assigned clients, using robust, repeatable processes
• Project manage customer onboarding to successful deployment by leading and coordinating internal and external activities, adhering to and refining standardized onboarding procedures
• Work extensively with cross-functional teams to orchestrate service infrastructure around client needs, with an eye toward repeatable processes
• Identify and successfully close renewals and expansion opportunities within your book of business, analyzing complex situations to provide sophisticated renewal options
• Identify and drive new channels for upsell and innovative outreach, particularly approaches that scale across a large portfolio
• Have full ownership of commercial activities such as opportunity management and contract workflows, following and improving established processes for a high-volume client base
• Proactively identify and address performance trends across your merchant portfolio, such as approval rate and loss rate, through standardized reporting and process adherence
• Understand customers’ pain points,…