Senior Customer Success Manager (Mid-Market) at Signifyd · LumiJobs

Responsibilities

As a Senior Mid-Market Customer Success Manager (CSM) at Signifyd, you will drive success, net profit retention, and expansion across a portfolio of 30+ mid-market merchants. As a senior member of this segment’s team of CSMs, you will proactively engage merchants using key metrics, track outcomes, and run regular account reviews that make you a trusted business advisor. You will make significant individual contributions to segment goals, including upsell bookings, net profit retention, and year 1 revenue.
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. The ideal candidate is a results-oriented problem solver who is comfortable engaging with a high volume of clients daily.
Oversee the customer lifecycle to proactively drive adoption and ensure ongoing client satisfaction and retention of a portfolio of 30+ assigned clients, using robust, repeatable processes
Project manage customer onboarding to successful deployment by leading and coordinating internal and external activities, adhering to and refining standardized onboarding procedures
Work extensively with cross-functional teams to orchestrate service infrastructure around client needs, with an eye toward repeatable processes
Identify and successfully close renewals and expansion opportunities within your book of business, analyzing complex situations to provide sophisticated renewal options
Identify and drive new channels for upsell and innovative outreach, particularly approaches that scale across a large portfolio
Have full ownership of commercial activities such as opportunity management and contract workflows, following and improving established processes for a high-volume client base
Proactively identify and address performance trends across your merchant portfolio, such as approval rate and loss rate, through standardized reporting and process adherence
Understand customers’ pain points, initiatives and business goals, and identify how Signifyd can partner to achieve them, translating these insights into actionable, repeatable processes
Ensure swift resolution of account issues by using resources from cross-functional teams and navigating established escalation processes
Provide executive oversight and client communication, ensuring consistent and efficient messaging across a large portfolio

Senior Customer Success Manager (Mid-Market)

Responsibilities

Qualification

Required

Benefits

Company

Signifyd

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