Strategic Customer Success Manager

signifyd95; United States; On-site; USD 120,000 - 180,000; Full time

Job summary

Signifyd, a leader in fraud prevention and e-commerce protection, seeks a Strategic Customer Success Manager to oversee a portfolio of 8–10 enterprise accounts with $8–10M ACV. You will drive retention, growth, and executive relationships across complex organizations, leveraging MEDDICC and data-driven storytelling.

You will partner with Sales, Solutions Engineering, Implementation, Risk, Product, and leadership to deliver measurable value and expand partnerships over time.

Qualifications

• 7+ years of experience in enterprise customer success, account management, or a related commercial role with large, complex customers.
• Proven track record of owning renewals and closing expansion deals, with experience navigating multi-threaded sales cycles.
• Strong working knowledge of MEDDICC and value-based selling.
• Confidence engaging and influencing VP- and C-level executives, including in high-pressure situations.
• Ability to build custom pricing proposals and ROI-based business cases.

Responsibilities

• Own the end-to-end relationship for a portfolio of 8-10 strategic enterprise merchants, with accountability for profitability, net revenue retention, and expansion
• Build and execute strategic account plans that map each customer business unit and its key executive stakeholders, and align Signifyd's solutions to their priorities
• Develop multi-threaded relationships across buying centers (e.g., e-commerce, payments, fraud, returns, treasury), turning skeptical stakeholders into long-term advocates
• Lead executive business reviews and high-stakes conversations, positioning Signifyd's ROI and value in terms that resonate with senior leaders
• Independently own complex renewal and upsell cycles, including building custom pricing proposals and presenting the business case to both customer and Signifyd executives
• Identify, qualify, and advance expansion opportunities using MEDDICC and value-based selling, keeping Salesforce current and forecasts accurate
• Engage Signifyd executives strategically to strengthen customer partnerships and move key deals forward
• Serve as the go-to resource for customer performance reporting, using data to explain results, surface risks, and tell a compelling story
• Understand each merchant's technical environment (e-commerce platforms, order management systems, payment gateways) and how it affects Signifyd's performance
• Coordinate cross-functional teams to resolve escalations and deliver on complex customer initiatives
• Bring customer feedback back to Product and leadership as clear themes that improve Signifyd's offering
• Grow your own expertise and share knowledge with the broader CS team as a model for strategic account management

Skills

Enterprise customer success

Account management

MEDDICC

Value-based selling

Executive relationship management

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 !

Department: Enterprise Customer Success

The Enterprise Customer Success team is responsible for driving success, net revenue retention, and expansion within our largest customer portfolio. This involves proactively engaging existing merchants, mitigating churn risks, and onboarding new clients. Our team members are experts in the fraud, e-commerce, and payments landscape, collaborating closely with Sales, Implementation, and Risk teams to ensure an exceptional customer experience. We are a results-oriented group focused on delivering significant value and achieving our collective and individual targets.

The Role:

We are looking for a Strategic Customer Success Manager to join our Enterprise Customer Success team and report to the Senior Manager, Enterprise Customer Success. You will be responsible for retention, expansion, and executive relationships across a book of approximately 8-10 enterprise accounts representing $8-10M in annual contract value. The ideal candidate will possess 7+ years of experience in enterprise customer success, account management, or a similar customer-facing commercial role, managing large, complex customers. They should also have a demonstrated ability to build trusted relationships with senior executives, lead complex renewal and upsell negotiations, and translate performance data into a clear business case. Experience in fraud prevention, payments, or e-commerce is a plus.

Some of the world's largest online retailers rely on Signifyd to protect their revenue and approve more good orders. As a Strategic Customer Success Manager, you'll own a select portfolio of our most complex and strategic merchant relationships, where the stakes are high, the organizations are multi-layered, and the opportunity to shape a customer's fraud and payments strategy is real. You'll partner closely with Sales, Solutions Engineering, Implementation, Risk Intelligence, Product, and Signifyd's executive team to deliver measurable value and grow each partnership over time.

Responsibilities:

• Own the end-to-end relationship for a portfolio of 8-10 strategic enterprise merchants, with accountability for profitability, net revenue retention, and expansion
• Build and execute strategic account plans that map each customer business unit and its key executive stakeholders, and align Signifyd's solutions to their priorities
• Develop multi-threaded relationships across buying centers (e.g., e-commerce, payments, fraud, returns, treasury), turning skeptical stakeholders into long-term advocates
• Lead executive business reviews and high-stakes conversations, positioning Signifyd's ROI and value in terms that resonate with senior leaders
• Independently own complex renewal and upsell cycles, including building custom pricing proposals and presenting the business case to both customer and Signifyd executives
• Identify, qualify, and advance expansion opportunities using MEDDICC and value-based selling, keeping Salesforce current and forecasts accurate
• Engage Signifyd executives strategically to strengthen customer partnerships and move key deals forward
• Serve as the go-to resource for customer performance reporting, using data to explain results, surface risks, and tell a compelling story
• Understand each merchant's technical environment (e-commerce platforms, order management systems, payment gateways) and how it affects Signifyd's performance
• Coordinate cross-functional teams to resolve escalations and deliver on complex customer initiatives
• Bring customer feedback back to Product and leadership as clear themes that improve Signifyd's offering
• Grow your own expertise and share knowledge with the broader CS team as a model for strategic account management

Requirements:

• 7+ years of experience in enterprise customer success, account management, or a related commercial role with large, complex customers
• Proven track record of owning renewals and closing expansion deals, with experience navigating multi-threaded sales cycles
• Strong working knowledge of MEDDICC and value-based selling
• Confidence engaging and influencing VP- and C-level executives, including in high-pressure situations
• Ability to build custom pricing proposals and ROI-based business cas