Customer Success Manager, Mid-Market

Signifyd; United States; Remote; USD 70,000 - 85,000; Full time

Benefits offered by this job

Discretionary Time Off (Unlimited)

401K Match

Stock Options

Annual Bonus or Commissions

Paid Parental Leave

On-Demand Therapy

Learnerbly learning budget

Health Insurance

Vision Insurance

FSA

Short/Long Disability Insurance

Life Insurance

Company Social Events

Signifyd Swag

Job summary

Signifyd is seeking a Customer Success Manager, Mid Market, to drive success, protect revenue, and expand within a portfolio of merchants with < $75M GMV. The role sits within a team of scaled CSMs focused on onboarding, adoption, and retention.

You will collaborate with Sales, Implementation, Risk, and Data teams to ensure exceptional customer experiences, manage ~30 accounts, and deliver value through data-driven reviews and targeted upsells.

Qualifications

• 1–3 years of experience in a customer-facing role such as Customer Success, Account Management, or Sales.
• Experience managing a high volume of accounts in a scaled (1:Many) customer success model is highly preferred.
• Excellent verbal and written communication, and presentation skills, with a demonstrated comfort for phone-based client interactions.
• Proven ability to analyze complex challenges, develop actionable strategies, and effectively lead teams to accomplish objectives.
• Exceptional time management and prioritization skills for a large customer base.
• A highly motivated, resourceful, and detail-oriented individual with strong organizational skills.
• A self-driven individual who thrives in a fast-paced, deadline-oriented setting.
• Proficiency with Salesforce is advantageous.

Responsibilities

• Drive scalable customer success initiatives across a pooled book of business, achieving upsells, onboarding, and retention targets.
• Manage engagements with an average of ~30 accounts at any one time.
• Identify and execute upsell opportunities within the Mid-Market segment by leveraging Scaled Customer Success strategies.
• Analyze client data to pinpoint optimization opportunities and mitigate risks for at‑risk merchants.
• Collaborate with the implementation team to lead new merchant onboarding.
• Deliver initial product training and high-level guidance for inbound inquiries.
• Monitor and analyze customer health and adoption metrics to identify opportunities.
• Engage with merchants regularly via phone, Zoom, and email to track progress.
• Partner with cross-functional teams to ensure merchants realize value from Signifyd.
• Conduct data analysis using tools (AI, Looker, SFDC, Google Suite) to generate insights.
• Develop and deliver business reviews highlighting partnership successes and opportunities at scale.
• Occasional work outside typical business hours to support merchants.

Skills

Customer success

Account management

Sales

Communication skills

Time management

Self-motivated

Salesforce

Education

Bachelor's degree required

Tools

Salesforce

Job description

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 !

As a Customer Success Manager, Mid Marketat Signifyd, you will drive success, net revenue retention, and expansion within our Mid-Market portfolio (merchants with <$75M annual GMV). As a member of this segment’s team of Scaled CSMs, you will proactively engage existing merchants using key metrics, mitigate churn risks, and onboard new merchants. 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.

Collaborating closely with fellow CSMs, you will contribute to the overall success of merchants in this segment while achieving individual quarterly upsell targets. You will also partner with Sales, Implementation, and Risk teams dedicated to the Mid‑Market, along with others, to ensure an exceptional customer experience. The ideal candidate is a results‑oriented problem solver who is comfortable engaging with a high volume of clients daily.

Responsibilities:

• Drive scalable customer success initiatives across a pooled book of business, achieving targets for upsells, onboarding, and retention.
• Manage engagements with an average of ~30 accounts at any one time, drawn from the larger Mid‑Market segment
• Identify and execute upsell opportunities within the Mid‑Market segment by leveraging Scaled Customer Success strategies to expand product adoption.
• Analyze client data to pinpoint optimization opportunities and proactively mitigate risks for at‑risk merchants.
• Collaborate with the implementation team to lead new merchant onboarding, ensuring alignment with key business objectives.
• Deliver initial product training and high‑level guidance for inbound customer inquiries, facilitating efficient escalation to specialized teams.
• Monitor and analyze customer health and adoption metrics to proactively identify opportunities and address potential risks.
• Engage with merchants regularly via phone, Zoom, and email to track progress and provide support in achieving their goals.
• Partner cross‑functionally with teams like Technical Support, Risk Intelligence, and Data Science to ensure merchants realize optimal value from Signifyd.
• Conduct data analysis using tools (e.g., AI, Looker, SFDC, Google Suite) to generate actionable customer insights.
• Develop and deliver business reviews that highlight the customer partnership with Signifyd, outlining successes, revenue growth opportunities, and strategic recommendations at scale.
• Occasional work outside typical business hours, including holidays, may be needed to ensure comprehensive customer support aligned with Signifyd's merchant’s needs.

Requirements for position:

• 1-3 years of experience in a customer-facing role such as Customer Success, Account Management, or Sales.
• Experience specifically managing a high volume of accounts in a scaled (1:Many) customer success model is highly preferred.
• Excellent verbal and written communication, and presentation skills, with a demonstrated comfort and preference for phone‑based client interactions.
• Proven ability to analyze complex challenges, develop actionable strategies, and effectively lead teams to accomplish key objectives.
• Exceptional time management and prioritization skills, capable of effectively managing the diverse needs of a large customer base.
• A highly motivated, resourceful, and detail‑oriented individual with strong organizational skills.
• A self‑driven individual who thrives in the face of ambiguity within a fast‑paced, deadline‑oriented setting.
• Proficiency with Salesforce is advantageous.
• Bachelor's degree required.

Benefits in our US offices:

• 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
• Vision Insurance
• Flexible Spending Account (FSA)
• Short Term and Long Term Disability Insurance
• Life Insurance
• Company Social Events
• Signifyd Swag

Compensation:

In the United States, each work location is assigned a specific pay zone, which determines the salary range for a given position. The starting base salary for the selected candidate will be based on a variety of factors, including job‑related skills, experience, qualifications, geographic location, and current market conditions.

• $70,000 - $85,000

Equity: This role is eligible for a stock option grant of 1000 stock options, based on the position level and internal compensation guidelines.

Commission (Sales Roles): This role is eligible for a commission plan as part of the total compensation package.

• On-Target Commission Range: $23,000 – $28,000 annually
• Commission accelerators and additional variable compensation may apply; details will be provided during the interview process.

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.

Signifyd is an equal opportunity employer. We celebrate diversity and are fully committed to creating an inclusive, safe environment for all candidates and employees.

We care about addressing everyone correctly. Share your personal pronouns with the hiring team if you'd like.