Senior Enterprise Customer Success Manager

Remote from: USA
Salary, yearly, USD: 120,000 - 135,000
Department: Customer Success
Employment type: Full Time,
Job posted: 12 Jun 2026
Apply before: 12 Jul 2026
Experience level: Senior
Views / Applies: 15 / 3

We empower fearless commerce: Friction‑free customer experience without worry about fraud and consumer abuse

Computer Software
2011

AI Summary

Signifyd is seeking a Senior Enterprise Customer Success Manager to drive success and retention within their largest customer portfolio. This role involves proactive engagement, onboarding, and expansion, requiring cross-functional collaboration with Sales, Implementation, and Risk teams. The ideal candidate has 5+ years of customer success or account management experience, preferably in e-commerce, payments, or fraud. They will manage the full customer lifecycle, close renewals, and act as a trusted business advisor. The position offers a competitive salary range of $120,000 to $135,000 and reports to the Director of Enterprise Customer Success.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight This role requires 5+ years of experience, managing complex enterprise accounts, and cross-functional leadership, making it challenging but not executive-level.

Salary Analysis

AI Insight The offered salary range of $120,000 to $135,000 is consistent with the median for senior customer success roles in the US, though top-tier companies may offer up to $180,000. This is a competitive package for the responsibilities outlined.

Key Skills

Customer Success Enterprise Account Management Salesforce Data Analysis E-commerce Fraud Prevention Cross-functional Collaboration Renewals & Expansion Executive Communication Project Management

Cover Letter Sample

Dear Hiring Manager,

I am writing to express my strong interest in the Senior Enterprise Customer Success Manager position at Signifyd. With over 6 years of experience driving customer retention and expansion within enterprise accounts, I am confident in my ability to contribute to your team's success. My background in e-commerce and fraud prevention aligns perfectly with Signifyd's mission to empower confident commerce.

In my previous role at a leading payments platform, I managed a portfolio of Fortune 500 clients, achieving 95% retention and 120% quota attainment through strategic account planning and executive engagement. I am proficient in Salesforce, JIRA, and Looker, and excel at translating data into actionable insights for customers.

I am particularly drawn to Signifyd's collaborative culture and commitment to innovation. I am eager to leverage my skills to drive adoption, mitigate churn, and identify expansion opportunities within your enterprise customer base. Thank you for considering my application.

Sincerely, [Your Name]

Possible Interview Questions

Describe a time when you successfully managed a high-risk enterprise account that was considering churn. What steps did you take to retain them?

I once worked with a large retailer who was unhappy with our platform's performance. I conducted a deep dive into their usage data, identified gaps in their configuration, and scheduled a workshop to demonstrate best practices. I also coordinated with our product team to address a specific feature request. As a result, we not only retained the account but also expanded their contract by 20%.

How do you prioritize your time when managing multiple enterprise accounts with competing needs?

I use a tiered approach based on revenue impact, churn risk, and growth potential. I start each week by reviewing my portfolio health metrics in Salesforce and updating my action plan. For top-tier accounts, I schedule quarterly business reviews and weekly check-ins. I also leverage internal tools like Looker to automate reporting, freeing up time for strategic outreach.

Can you explain how you would partner with Sales and Implementation teams to ensure a smooth onboarding for a new enterprise customer?

I would begin by setting clear handoff protocols during the sales-to-CSM transition. I'd attend kickoff meetings with the Implementation team to align on milestones and customer expectations. Throughout onboarding, I'd hold weekly syncs to address any issues and ensure the customer is adopting key features. Post-go-live, I'd conduct a success review to confirm they are seeing value.

How do you identify expansion opportunities within existing accounts?

I analyze usage data and customer feedback to uncover unmet needs. For example, if a customer is only using our fraud detection but not chargeback management, I would present a business case showing potential ROI. I also maintain strong executive relationships to understand their strategic initiatives and position our solutions as enablers.

Describe your experience with contract negotiations and renewals. What strategies do you use to close deals?

I start renewals early, typically 90 days before expiration, by reviewing value delivered and upcoming goals. I prepare a renewal package with usage metrics, ROI case studies, and expansion proposals. During negotiations, I focus on mutual value rather than price, and I'm comfortable escalating to leadership if needed. I consistently exceeded my renewal targets by 15%.

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.

As a Senior Enterprise Customer Success Manager (CSM), you manage the ongoing success of a portfolio of Signifyd’s large, enterprise customers. You will work cross-functionally with multiple teams to ensure alignment with customer objectives. You will build out a strategic view of your accounts to ensure long-term success. As a trusted business advisor for your assigned customers, you will help engage with your customers to ensure platform usage, track key success metrics/outcomes, and conduct periodic account reviews. You will report to the Director, Enterprise Customer Success.

Responsibilities:

Oversee the customer lifecycle to proactively drive adoption and ensure ongoing client satisfaction and retention of a portfolio of assigned clients
Project manage customer onboarding process to successful deployment by leading and coordinating internal and external activities
Work extensively with various cross-functional teams in order to orchestrate service infrastructure around client needs
Identify and successfully close renewals and expansion opportunities within your book of business
Have full ownership of commercial activities such as opportunity management and contract workflows.
Understand your customers’ pain points, initiatives and business goals and identify how Signifyd can partner to achieve their goals
Use knowledge of the Signifyd platform to advise on best practices around product usage with end-users
Develop collateral and conduct regular business reviews with client executive teams
Ensure swift resolution of account issues by using resources from cross-functional teams
Provide executive oversight and client communication
Work with Marketing to identify and convert successful customers into advocates
Embody Signifyd values and serve as a role model for other team members

Requirements for the position:

5+ years of Customer Success Management or Account Management
Ability to travel when necessary
Proficiency in Salesforce, JIRA, Excel and G-Suite is required
Proficiency in BI tools such as Looker is a plus
Proven customer management experience with Enterprise accounts
Proven track record of managing complex projects
An analytical and metrics-driven work style
Ability to analyze complex situations, develop associated action plans and lead teams to achieve goals
Creative, driven, resourceful, detail-oriented, and highly organized
Excellent communication and presentation skills
Self-starter who excels 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 preferred

Benefits in our US offices:

Discretionary Time Off Policy (Unlimited!)
401K Match
Stock Options
Annual Performance Bonus or Commissions
Paid Parental Leave (12 weeks)
On-Demand Therapy for all employees & their dependents
Dedicated learning budget through Learnerbly
Health Insurance
Dental Insurance
Vision Insurance
Flexible Spending Account (FSA)
Short Term and Long Term Disability Insurance
Life Insurance
Company Social Events
Signifyd Swag

Compensation:

In the United States, each work location is assigned a specific pay zone, which determines the salary range for a given position. The starting base salary for the selected candidate will be based on a variety of factors, including job-related skills, experience, qualifications, geographic location, and current market conditions.

Base Salary Ranges by Pay Zone:

Tier 1 (NYC/SF Bay Area/Seattle): $130,000 – $135,000 annually
Tier 2 (DC Metro/Austin/Chicago/Denver/Boston/Los Angeles/San Diego): $125,000 – $130,000 annually
Tier 3 (US – All Other): $120,000– $125,000annually

Equity: This role is eligible for a stock option grant of up to 1500 stock options, based on the position level and internal compensation guidelines.

Bonus: This role is eligible for a customer success bonus plan as part of the total compensation package

We want to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process.

Signifyd’s Applicant Privacy Notice

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