About this role.
Signifyd is hiring a Senior Enterprise Customer Success Manager for the LATAM region to drive success, net retention, and expansion within a portfolio of high-value accounts. The role involves strategic ownership, customer lifecycle management, and cross-functional collaboration with Risk, Product, Implementation, and Sales teams. Ideal candidates have 5+ years of Customer Success or Account Management experience in tech, with background in e-commerce, fraud, or payments preferred. Professional fluency in Portuguese and English is required, with Spanish a plus. The position offers the opportunity to act as a trusted advisor and represent the company at industry events.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
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Core skills
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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 in customer success and account management within the tech industry, I have a proven track record of driving net revenue retention and expansion in complex enterprise accounts. My background in e-commerce and fraud prevention aligns perfectly with the requirements of this role, and I am fluent in Portuguese and English, with conversational Spanish.
In my previous role, I successfully managed a portfolio of high-value clients, consistently exceeding renewal and expansion targets by developing strategic partnerships and leveraging data-driven insights. I thrive in cross-functional environments, collaborating with product, implementation, and sales teams to deliver exceptional customer experiences. I am excited about the opportunity to contribute to Signifyd's mission of empowering fraud-free commerce and would love to discuss how my skills can drive your team's success.
Sincerely, [Your Name]
Sample interview questions
In my previous role, I managed an enterprise client with stakeholders across marketing, operations, and finance. I conducted regular business reviews, identified key metrics for each stakeholder, and facilitated quarterly strategic sessions to align our platform's value with their goals. This resulted in a 20% expansion in contract value and a strong reference account.
I use a data-driven approach by monitoring usage metrics, health scores, and support tickets. I schedule proactive check-ins to address potential issues, provide training on underutilized features, and align with internal teams to resolve technical challenges. I also create tailored success plans to ensure clients see continuous value.
I regularly collaborated with product, engineering, and support teams to resolve complex issues. For example, when a client faced integration challenges, I coordinated with the implementation team and product managers to prioritize a fix, communicated updates to the client, and ensured a smooth resolution within 48 hours.
I analyze usage patterns and business needs, then present case studies of similar clients who benefited from additional features. By understanding their growth plans, I propose tailored solutions, such as adding fraud detection modules for new sales channels, which often leads to upsells.
I focus on understanding their business objectives and providing strategic insights. Regular executive business reviews with actionable recommendations, accompanied by ROI analyses, help build trust. I also attend their key events and maintain a personal touch through in-person visits.
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!
PLEASE SUBMIT YOUR RESUME IN ENGLISH
Department: Strategic Customer Success
The LATAM Customer Success team is responsible for driving success, net revenue retention, and expansion within our customer portfolio in the region. 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 Risk, Product, Implementation, and Sales 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.
The Role
As a Senior Enterprise Customer Success Manager (CSM) with Signifyd, you’ll be responsible for the success, net retention and expansion within the accounts in your portfolio. You will combine technology expertise, business acumen and passion for customer success to drive our customers’ and company’s expected outcomes. We are looking for team members who are excited to learn our platform and become fluent in the functional areas (fraud, e-commerce and payments) where we deliver value. As a trusted advisor with deep product and industry knowledge, you’ll be able understand customers’ business objectives and help them optimize performance. You’ll collaborate internally with management & broader cross-functional groups to provide an outstanding customer experience and drive continuous improvement for Signifyd.
Responsibilities:
- Strategic & Commercial Ownership: Own the end-to-end relationship for high-value accounts, ensuring strategic alignment between their business goals and Signifyd’s platform.
- Oversee the customer lifecycle and ensure ongoing client satisfaction and retention of a portfolio of assigned clients
- Conduct regular onsite visits to maintain deep, in-person alignment with key stakeholders at your accounts.
- Leverage knowledge of the Signifyd platform to advise on best practices around product usage with end-users
- Identify, establish, and strengthen relationships with current and potential stakeholders within your accounts
- Successfully close renewals and seek out additional expansion opportunities within your book of business
- Ensure swift resolution of account issues by leveraging resources from cross-functional teams, as needed
- Develop collateral and conduct periodic business reviews with client executive teams
- Act as a face of the company at trade shows and other key industry events, both virtually and in person
- Embody Signifyd values and serve as a role model for other team members
Requirements for position:
- Language: Professional fluency in Portuguese and English. Spanish is a plus.
- Experience: 5+ years of Customer Success and/or Account Management; tech background required
- Background in e-commerce, fraud or payments industries is a plus.
- Proven customer management experience with large and complex accounts
- Excellent communication and presentation skills
- An analytical and metrics-driven work style
- Ability to analyze complex situations and develop associated action plans and lead teams to achieve key objectives
- Deep experience generating and manipulating data for internal and external presentations (GSuite, Microsoft Excel, Looker, etc.)
- Experience working with AI tools.
- Driven, resourceful, detail-oriented, and highly organized
- Self-starter who thrives under ambiguity in a fast-paced, deadline-oriented environment
#LI-Remote
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.
PLEASE SUBMIT YOUR RESUME IN ENGLISH
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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