Director of Customer Success

Signifyd is seeking a passionate and driven Customer Success executive to help lead our Tier 1 Customer Success organization. As the Director of Customer Success, you will be responsible for the ongoing success of our high-touch accounts, creating scalable processes to support our growth, and designing a strategic growth plan for this market segment. You will lead a team of global Managers and CSMs focused on our top-tier enterprise accounts and will work cross-functionally with senior leadership to drive strategic customer and partner relationships. This is a tremendous opportunity to help define our customer success strategy and continue our commitment to customer centricity as we meet our rapid growth plans.
Responsibilities

• Define the segment customer success strategy to ensure continued retention performance, scalable process development, and accelerated growth plans
• Oversee the customer lifecycle to proactively and consistently achieve customer outcomes as well as align to the customer's strategic business objectives
• Leverage exceptional business acumen to deeply understand customers' business objectives to guide the creation of long-term joint company success plans
• Utilize knowledge of the Signifyd platform, ecosystem, and industry trends to advise the team on best-practice account engagement and long-term partnership
• Ensure development of the broader CSM organization through coaching, enablement, and executive engagement
• Advance onboarding process development by leveraging cross-functional teams to ensure successful customer go-lives
• Partner closely with cross-functional resources to achieve company-wide OKRs
• Embody Signifyd values and serve as a role model for team members

Requirements

• 8+ years of customer success management specifically with enterprise customers including commercial responsibility
• 5+ years of people management experience required, second-line leadership experience preferred
• Proven customer and change management skills with large and complex accounts
• Ability to analyze complex situations, develop associated action plans, influence 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
• Undergraduate degree required, MBA preferred

#LI-Remote
(Colorado only*) Minimum salary of $165,000 + bonus + equity + benefits.
*Note: Disclosure as required by sb19-085 (8-5-20) of the minimum salary compensation for this role when being hired into our offices in Colorado.
Benefits in our US offices:

• 4-day workweek
• Discretionary Time Off Policy (Unlimited!)
• BetterHelp Online Therapy Membership
• Dedicated learning budget through Learnerbly
• 401K Match
• Stock Options
• Annual Performance Bonus or Commissions
• Paid Parental Leave (12 weeks)
• Health Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Account (FSA)
• Short Term and Long Term Disability Insurance
• Life Insurance
• Company Social Events
• Signifyd Swag