Department: Strategic Customer Success

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.

The Role:

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. 

We are looking for candidates who fit one of two primary profiles:

• 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.

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.
• 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

Requirements: 

• 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.
• Travel: Ability to travel frequently (1-2 trips a month)
• Program Management: Strong capability in resource orchestration and planning for a portfolio of engagements, ensuring the operational health of deployed solutions.