Scaled Customer Success Manager

Job Description

• Drive scalable customer success initiatives across a pooled book of business.
• Manage engagements with an average of ~30 accounts at any one time.
• Identify and execute upsell opportunities within the Mid-Market segment.
• Analyze client data to pinpoint optimization opportunities and proactively mitigate risks.
• Collaborate with the implementation team to lead new merchant onboarding.
• Deliver initial product training and high-level guidance for inbound customer inquiries.
• Monitor and analyze customer health and adoption metrics.
• Engage with merchants regularly via phone, Zoom, and email.
• Partner cross-functionally with teams like Technical Support, Risk Intelligence, and Data Science.
• Conduct data analysis using tools to generate actionable customer insights.
• Develop and deliver business reviews.

• 1-3 years of experience in a customer-facing role.
• Experience managing a high volume of accounts in a scaled customer success model is preferred.
• Excellent verbal, written communication, and presentation skills.
• Proven ability to analyze complex challenges and develop actionable strategies.
• Exceptional time management and prioritization skills.
• Highly motivated, resourceful, and detail-oriented with strong organizational skills.
• Self-driven and thrives in a fast-paced, deadline-oriented setting.
• Proficiency with Salesforce is advantageous.
• Bachelor's degree required.

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