Senior Customer Success Manager

Signifyd; São Paulo; Presencial; BRL 60.000 - 100.000; Tempo integral

Resumo da oferta

Join a forward-thinking company as a Senior Customer Success Manager, where you will play a vital role in ensuring client satisfaction and retention. This position offers the opportunity to leverage your technology expertise and business acumen to drive success for both customers and the company. You will work closely with cross-functional teams to optimize performance and deliver outstanding customer experiences. If you are passionate about customer success and thrive in a fast-paced environment, this is the perfect opportunity for you to make a significant impact in the e-commerce and fraud sectors.

Qualificações

• 5+ years in Customer Success Management or Account Management required.
• Experience with large, complex accounts and technology background needed.

Responsabilidades

• Oversee customer lifecycle and ensure client satisfaction and retention.
• Advise on best practices around product usage with end-users.

Conhecimentos

Customer Success Management

Account Management

Communication Skills

Analytical Skills

Presentation Skills

Formação académica

5+ years of experience in Customer Success or Account Management

Background in e-commerce, fraud, or payments

Ferramentas

GSuite

Microsoft Excel

Looker

Descrição da oferta de emprego

RESUMES MUST BE SUBMITTED IN ENGLISH

As a Senior Customer Success Manager (CSM) with Signifyd, you’ll be responsible for the success, net retention, and expansion within the accounts in your portfolio. You will combine technology expertise, business acumen, and passion for customer success to drive our customers’ and company’s expected outcomes. We are looking for team members who are excited to learn our platform and become fluent in the functional areas (fraud, e-commerce, and payments) where we deliver value. As a trusted advisor with deep product and industry knowledge, you’ll be able to understand customers’ business objectives and help them optimize performance. You'll collaborate internally with management and broader cross-functional groups to provide an outstanding customer experience and drive continuous improvement for Signifyd.

Responsibilities:

• Oversee the customer lifecycle and ensure ongoing client satisfaction and retention of a portfolio of assigned clients
• Leverage knowledge of the Signifyd platform to advise on best practices around product usage with end-users
• Identify, establish, and strengthen relationships with current and potential stakeholders within your accounts
• Successfully close renewals and seek out additional expansion opportunities within your book of business
• Ensure swift resolution of account issues by leveraging resources from cross-functional teams, as needed
• Work closely with Marketing to identify and convert successful customers into advocates
• Embody Signifyd values and serve as a role model for other team members
• Develop collateral and conduct periodic business reviews with client executive teams
• Act as a face of the company at trade shows and other key industry events, both virtually and in person

Requirements for position:

• 5+ years of Customer Success Management and/or Account Management; technology background required
• Background in e-commerce, fraud, or payments industries is a plus
• Proven customer management experience with large and complex accounts
• Excellent communication and presentation skills
• Professional fluency in Portuguese and English; Spanish is a plus
• Located in São Paulo, Brazil is a plus
• An analytical and metrics-driven work style
• Ability to analyze complex situations and develop associated action plans and lead teams to achieve key objectives
• Deep experience generating and manipulating data for internal and external presentations (GSuite, Microsoft Excel, Looker, etc.)
• Driven, resourceful, detail-oriented, and highly organized
• Self-starter who thrives under ambiguity in a fast-paced, deadline-oriented environment

We 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.