Manager, Customer Success

Signifyd

Signifyd

Customer Service, Sales & Business Development
Mexico City, Mexico · Mexico
Posted on Saturday, January 20, 2024

Signifyd is seeking a passionate, driven Customer Success Leader to help build and guide our CS organization in Latin America. As the Manager of Customer Success you are responsible for the ongoing success of our high-touch accounts. You will lead a team of Customer Success Managers (CSMs) and will work cross-functionally with multiple internal teams to ensure alignment with customer objectives and delivery of strategic value. Your team will play a crucial role in engaging with customers to ensure optimal platform adoption and long-term growth, track key success metrics/outcomes, conduct regular business reviews, and align on customer’s strategic vision and goals. This is a tremendous opportunity to help shape and scale our CS organization and be a leader in our efforts to expand throughout Latin America as we meet our hyper-growth plans.

Responsibilities:

  • Help influence and execute the regional strategy to ensure continued improvement in retention and expansion
  • Oversee the customer lifecycle to proactively drive adoption and ensure ongoing client value, realization, retention, and growth
  • Drive development and performance of team of CSMs through hiring, coaching, enablement, and goal setting
  • Develop detailed account plans to help ensure long term success and growth
  • Conduct periodic QBRs with client executive teams to advise and align on strategy
  • Leverage knowledge of the Signifyd platform to advise the team on best practices product usage
  • Ensure swift resolution of account issues, by leveraging resources from cross-functional teams, as needed
  • Embody Signifyd values and serve as a role model for team members
  • Act as a face of the company at trade shows and other key industry events, both virtually and in person

Requirements for position:

  • 3+ years of Customer Success Management and/or Account Management; technology background required
  • 2+ years of people management experience required
  • Experience in hiring, training and performance management of quota-carrying teams
  • Proven customer and change management skills by working directly with senior leadership of complex accounts
  • Excellent communication and presentation skills
  • 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 (Microsoft Excel, Looker, etc.)
  • Driven, resourceful, detail-oriented, and highly organized
  • Self-starter who thrives under ambiguity in a fast-paced, deadline-oriented environment
  • Background in e-commerce, fraud or payments industries is a plus
  • Professional fluency in English and Spanish, ability to professionally communicate in Portuguese is a plus
  • Must apply in ENGLISH

At 30 days you’ll:

  • Have shadowed all relevant internal meetings and understood the cross-functional efforts that take place to ensure merchant success
  • Have met with all internal teams having mapped out stakeholders and internal operational processes
  • Have met the most relevant external stakeholders for the largest accounts in the regions and will be shadowing customer meetings on a regular basis
  • Have started deepening your knowledge of payments in e-commerce, fraudulent patterns and behaviors, and applied artificial intelligence
  • Be running 1:1s with your direct reports and have mapped out initial assessments of their work style and performance

At 60 days you’ll:

  • Be running internal meetings - with the help of other team members to drive customer outcomes
  • Have identified initial opportunities and roadblocks in the region
  • Started coordinating cross-functional efforts to ensure success across the portfolio
  • Have the needed domain to carry out a conversation with a merchant on fraudulent behaviors in their business
  • Have been owning direct report management
  • Be fully immersed in the Customer Success leadership routines and book of business management

And finally at 90 days you’ll:

  • Have started making adjustments to internal processes to address any risks or bottlenecks identified to drive customer value
  • Have mapped out initial opportunities for expansion and deepening of customer relationships with your CSMs and will have started pursuing such activities with them
  • Be able to hold your own in a conversation about artificial intelligence and fraud fighting
  • Be directly engaged and in the driver seat in all post-sales operations in Latin America

#LI-Remote

Benefits in Mexico:

  • 4-day workweek
  • Health, Dental & Vision Insurance
  • Life Insurance of 24 months salary
  • Annual Performance Bonus
  • Christmas Bonus of 1 Month’s Salary
  • Food Vouchers
  • Stock Options
  • Paid Parental Leave
  • Flexible Work Arrangements
  • Telework Stipend for Home Internet
  • 12 Paid Vacation Days with 85% Vacation Premiums
  • Paid Holidays
  • Company Social Events
  • Signifyd Swag
  • Dedicated learning budget through Learnerbly
  • On-Demand Therapy for all employees & their dependents

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.