[Hiring] Principal Customer Success Manager @Signifyd

Role Description

As a Principal CSM, you will be responsible for the success of Signifyd’s most complex and strategic accounts. You will own the relationship across the entire customer journey, ensuring the customer’s seamless transition onto the Signifyd platform and driving optimal outcomes for the customer within core products utilized. You will collaboratively build and execute a long-term growth plan both internally and with the customer.

• Own the end-to-end customer relationship, ensuring seamless onboarding, optimal performance for the customer, and strategic alignment between Signifyd and the customer.
• Identify, establish, and build deep relationships with current and potential senior stakeholders within your accounts.
• Plan and execute discovery, change management, and strategic alignment sessions with internal Signifyd teams and customer stakeholders.
• Leverage knowledge of the Signifyd platform, industry trends, and customer objectives to develop long-term growth plans as a strategic partner.
• Ensure swift resolution of account issues by leveraging resources from cross-functional teams, while being the voice of the customer.
• Embody Signifyd values and serve as a role model for other team members.
• Develop collateral and effectively convey the value of the Signifyd partnerships via business reviews with client executive teams.
• Understand your customers’ pain points, initiatives, and business goals and identify how Signifyd can partner to achieve their goals.
• Partner closely with Marketing to develop your key stakeholders into advocates.
• Build relationships to help expand Signifyd’s footprint in the organization as well as identify upsell, cross-sell, and other growth opportunities.
• Partner with the Product Management team to explore emerging use cases with clients including, but not limited to, Returns Abuse prevention and Account Integrity.
• Engage and host executive onsites at customer and partner events.
• Ability to travel 30%+.

Qualifications

• 5+ years of success in senior roles in enterprise SaaS deployment and/or program management for large, complex, and strategic customers is required.
• Background in payments, fraud, and/or e-commerce industries preferred.
• Strong communication skills, displaying executive presence and confidence in varying levels of customer situations.
• Proven track record of building relationships with senior customer executives in large or highly strategic accounts.
• Experience managing various stakeholder relationships to generate consensus on solutions/engagements.
• Sales mindset and understanding of managing complex, long-term sales cycles.
• Excellent skills in planning for a portfolio of engagements, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail.
• Proven track record of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication.
• Strong presentation skills with a high degree of comfort with both large and small audiences and various levels of management (CxO, Senior Executives, Day-to-Day Operations Team).

Benefits

• 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

• Base Salary Ranges by Pay Zone:
• Tier 1 (NYC/SF Bay Area/Seattle): $175,000– $180,000 annually
• Tier 2 (DC Metro/Austin/Chicago/Denver/Boston/Los Angeles/San Diego): $170,000 – $175,000 annually
• Tier 3 (US - All Other): $160,000 – $165,000 annually
• This role is eligible for a stock option grant of 4,500 stock options, based on the position level and internal compensation guidelines.
• This role is eligible for a commission plan as part of the total compensation package.
• On-Target Commission Range: $53,333 - $60,000 annually.
• Commission accelerators and additional variable compensation may apply; details will be provided during the interview process.