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Signifyd is seeking a Principal Customer Success Manager to own relationships with the company's most complex and strategic enterprise accounts. You will be responsible for end-to-end customer success, from seamless onboarding through long-term strategic partnership and expansion. This role requires deep business acumen to understand customer objectives and collaboratively build growth plans that drive net revenue retention and expansion within Signifyd's largest merchant portfolio.
Key responsibilities include owning the complete customer journey and ensuring optimal platform performance; identifying and building relationships with senior stakeholders across customer organizations; planning and executing discovery, change management, and strategic alignment sessions with internal teams and customer executives; leveraging platform knowledge and industry expertise to develop long-term growth strategies; resolving account issues swiftly while serving as the voice of the customer; creating business review collateral and presenting value propositions to executive teams; identifying upsell, cross-sell, and expansion opportunities; partnering with Product Management to explore emerging use cases; and hosting executive onsites at customer and partner events.
You will work closely with Sales, Implementation, Risk, Product, and Marketing teams to ensure exceptional customer experiences. The role requires 5+ years of senior-level experience in enterprise SaaS deployment and program management for large, complex, strategic customers. Background in payments, fraud, and/or e-commerce is preferred. You must demonstrate strong executive presence, excellent communication skills, proven ability to build relationships with senior customer executives, sales acumen for managing complex long-term cycles, and strong program management capabilities including planning, cross-functional collaboration, resource orchestration, and analytical skills. Travel of 30%+ is required.
