Strategic Customer Success Manager

Requirements

• A foundational background in Business Administration, Business Intelligence (BI), or Product Management, but have intentionally transitioned into a high-impact, relationship-driven commercial role (Account Management, Customer Success)
• First-hand experience running payments, e-commerce or fraud prevention program at a large European company and understanding the internal pressures and technical hurdles our clients face daily
• Regardless of your path, you must be commercially minded, acting as a high-level intermediary who ensures Signifyd’s technical delivery aligns perfectly with the merchant’s business needs
• Experience: 5+ years of success in senior enterprise SaaS roles, or account management managing strategic accounts
• Technical Background: Previous professional experience in Data Science, BI, Analytics, or Product Management is highly preferred
• Domain Expertise: A deep understanding of the ecommerce, fraud, or payments landscape is essential
• Executive Presence: Proven track record of presenting to and negotiating with CxO-level executives, with the ability to hold a narrative that leads to growth
• Commercial Acumen: Proven ability to manage complex sales cycles and achieve revenue targets through retention and expansion
• Program Management: Strong capability in resource orchestration and planning for a portfolio of engagements, ensuring the operational health of deployed solutions

What the job involves

• The Strategic 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, Product, 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
• As a Strategic Customer Success Manager, you will own the success of Signifyd’s most complex and strategic accounts in the EMEA region. You are not a passive relationship manager; you are a proactive, revenue-owning partner and a “trusted advisor”
• You will report to the Director of Customer Success EMEA and will work closely with Signifyd GM EMEA and VP Strategic Customer Success in the US
• Success in this role requires an expert relationship builder who can align stakeholders at the highest levels—both within the customer’s organization and internally at Signifyd—to execute a long-term strategy that delivers specific business outcomes
• Strategic & Commercial Ownership: Own the end-to-end relationship for high-value accounts, ensuring strategic alignment between their business goals and Signifyd’s platform
• Commercial Growth: Operate with a “sales mindset” to identify and capitalize on expansion, upsell, and cross-sell opportunities
• Technical Translation: Act as a critical intermediary between the merchant’s business needs and Signifyd’s technical teams, ensuring what we deliver aligns with the client’s actual business requirements
• Consultative Challenge: Proactively keep client teams aligned and provide rigorous, data-backed challenges to their internal assumptions to drive better outcomes
• Face-to-Face Engagement:
• Europe: Conduct frequent onsite visits to maintain deep, local alignment with key stakeholders
• Signifyd London HQ: available to attend team or All Hands meetings as required
• Product Influence: Leverage a deep understanding of fraud detection technologies (Machine Learning, device fingerprinting) to translate complex data into actionable insights and influence Signifyd’s product roadmap
• Outcome Realization: Focus on reducing “time-to-value” for new initiatives and exceeding mutually agreed-upon success criteria

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