Mid-Market Customer Success Manager — Growth & Upsell

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

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.