Principal Customer Success Manager in London

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 fearless commerce by helping online retailers provide superior customer experiences and eliminate fraud.

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: Conduct frequent onsite visits to maintain deep, local alignment with key stakeholders.
• 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.

Our UK benefits:

• Stock Options
• Annual Performance Bonus or Commissions
• Pension matched up to 8%
• 'Day one' access to great health, dental and optical insurance scheme
• Generous annual leave plus public holidays
• Cycle to Work Scheme
• Enhanced maternity and paternity leave (12 weeks full-pay for mums & dads, plus 12 weeks half-pay for mums)
• Regular paid social events organized by our social committee
• Mental wellbeing resources
• Dedicated learning budget through Learnerbly

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. We also 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.