Director of Customer Success (East Coast)
3 weeks ago
Job type: Full-time
Category: Customer Support
At Signifyd we’re creating a new market. We’re constantly improving and expanding the technology that has changed what fraud protection for e-commerce looks like. So we don’t have time for office politics. We understand that different people have different work styles and we thrive on variety while learning from each other. We’re all Signifyers, so we know that what needs to get done will get done.
Signifyd is a place where no one is going to tell you how to do your job. If you want help, you'll get it — from all quarters. But we pretty much figure out what needs to be done, who's in the best position to do it and then let that person roll-up her or his sleeves and have at it. We're protecting retailers from online fraud in a way that's never been done before and we could use your help if you're someone:
- Who believes challenges are best overcome by thinking differently.
- Who knows his or her role, but isn’t confined by it.
- Who’s greatest satisfaction comes from helping customers succeed and achieve their dreams.
- Who isn’t afraid to disagree, convincingly, civilly and honestly.
Oh, and a few particulars for this role:
Signifyd is seeking a passionate, driven Customer Success Leader to help build out our CS organization. As Director of Customer Success you are responsible for the ongoing success of our East Coast and EMEA territories for Signifyd’s high-touch accounts. You will lead a team of Customer Success Managers (CSMs) and will work cross-functionally with multiple internal teams to ensure alignment with customer objectives. Your team will play a crucial role in engaging with customers to ensure optimal platform usage, track key success metrics/outcomes, share product roadmap plans and conduct regular business reviews. This is a tremendous opportunity to help shape and scale our CS organization as we meet our hyper-growth plans.
*Candidates should be located in Boston, NY, Raleigh-Durham or Atlanta
Oversee the customer lifecycle to proactively drive adoption and ensure ongoing client satisfaction and retention
Leverage knowledge of the Signifyd platform to advise on best practices around product usage with end users
Develop collateral and conduct periodic account reviews with client executive teams
Ensure swift resolution of account issues, by leveraging resources from cross-functional teams, as needed
Provide executive oversight and client communication
Work closely with Marketing to identify successful customers and turn them into advocates
Partner with Sales to help ensure renewals and expansion opportunities are identified and closed successfully.
Lead, motivate and develop team of CSMs
Embody Signifyd values and serve as a role model for team members
5+ years of Customer Success Management/Leadership working with enterprise customers
People management experience required
Proven customer management skills with large and complex accounts
Ability to analyze complex situations, develop associated action plans and lead teams to achieve key objectives
Creative, resourceful, detail-oriented, and highly organized
An analytical and metrics-driven work style
Excellent communication and presentation skills
Self-starter who thrives under ambiguity in a fast-paced, deadline oriented environment
Passion for e-commerce and new technology
Background in e-commerce, payments, fraud or data science is a plus
Please mention that you come from Remotive when applying for this job.
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