[Hiring] Customer Success Manager @NoFraud

Role Description

The Customer Success Manager will help onboard new customers and focus on retaining and expanding existing customers.

• Own and manage a portfolio of clients, serving as the primary post-sales point of contact and trusted advisor
• Lead customer onboarding and enablement to ensure fast time-to-value and strong early adoption
• Proactively monitor account health, usage, and risk indicators to prevent churn and escalation
• Develop a deep understanding of your client’s businesses, our competitors, and relevant verticals
• Build relationships with decision-makers and individual contributors, understanding their business needs, objectives and how they view success for their partnership with NoFraud
• Become a product expert, able to answer customer questions regarding workflows, set up, transactions, billing and more
• Educate clients on fraud best practices and advise on strategies and tactics to drive down chargebacks
• Manage renewal processes by clearly demonstrating our product’s ROI using data, analytics and competitive analysis
• Partner closely with Sales on expansion opportunities while showing an understanding of your client’s pain points and needs
• Conduct comprehensive quarterly business reviews that demonstrate a deep understanding of your client’s program goals and results and provide data-backed recommendations
• Own your clients’ success with a goal of making every client a NoFraud net promoter and shameless public advocate

Qualifications

• Minimum of 4 years of experience in customer success, marketing, or sales within the tech industry or a SaaS business
• Strong understanding of how online merchants operate and how technology impacts revenue, customer experience, and risk
• Proficiency in analyzing data and metrics to derive insights and make recommendations
• Excellent communication and interpersonal skills, with the ability to build rapport and credibility with diverse stakeholders
• Ability to develop and execute plans aligned with company objectives
• Comfortable working in a fast-paced, dynamic environment with evolving priorities and client needs
• Self-motivated and capable of managing multiple priorities, including clients, experiments, and updates to internal teams
• Strong understanding of fraud prevention technology and the ability to effectively communicate technical concepts to non-technical stakeholders (preferred but not required)

Benefits

• We’re a high-performing team that is passionate about fraud and a community driven by values that shape everything we do
• We seek passionate and dedicated individuals who align with our core principles: Integrity, Pride, Humility and Impact

Company Description

NoFraud helps ecommerce brands keep more of every dollar earned by maximizing approval rates, minimizing risk costs, and automating repetitive tasks. More than 7,000 brands trust NoFraud to deliver seamless shopping experiences that drive long-term profitability.