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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Customer Success Management with a focus on driving adoption, satisfaction, and retention for mid-market merchants. Proficient in managing a high-volume book of business while utilizing analytical skills to identify performance trends and improve processes.
Highest-signal resume keywords
Customer Success ManagementAccount ManagementSalesforce ProficiencyRenewals and Expansion OpportunitiesAnalytical and Metrics-Driven Workstyle
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Lifecycle ManagementProject ManagementContract Workflow ManagementMargin AnalysisPerformance Trend Analysis
Soft Skills
Excellent Communication SkillsConflict ResolutionSelf-StarterMultitaskingCollaboration
Tools & Technologies
SalesforceLookerJiraConfluenceOutreachNetSuite
Industry Keywords
E-CommercePaymentsFraudData ScienceCustomer Onboarding
About the role
Key responsibilities & impact- Oversee the customer lifecycle to drive adoption, satisfaction, and retention for a portfolio of 30+ mid-market merchants
- Project manage customer onboarding through successful deployment
- Coordinate internal and external onboarding activities and refine standardized procedures
- Collaborate with Sales, Implementation, Risk, and other cross-functional teams
- Close renewals and expansion opportunities, including upsell opportunities
- Manage commercial activities, opportunity management, and contract workflows
- Identify and address merchant performance trends such as approval rate and loss rate
- Understand customer pain points, initiatives, and goals and translate insights into repeatable processes
- Resolve account issues through cross-functional resources and escalation processes
- Provide executive oversight and client communication
- Champion continuous improvement and model disciplined process execution
- Report to the Director, Customer Success
Requirements
What you’ll need- 3+ years of Customer Success Management or Account Management experience
- Proven experience managing a high-volume book of business (30+ accounts)
- Proven track record of closing renewals and expansion opportunities, including a foundation in pitching, pricing and margin analysis
- Proficiency in Salesforce, Looker, Jira, Confluence, Outreach, NetSuite and margin analysis tools
- An analytical and metrics-driven workstyle
- Excellent written and verbal communication and presentation skills, including with executive stakeholders
- Ability to navigate difficult conversations and resolve conflicts effectively, both internally and externally
- Self-starter who excels under ambiguity in a fast-paced, deadline-oriented environment
- Ability to multitask and deliver on time, communicating blockers early
- Requirement to occasionally work on Fridays to support the 4-day workweek for the Customer Success team; primary work will be responding to customer escalations that Customer Support cannot resolve
- Ability to travel when necessary
- Passion for e-commerce and new technology
- Background in e-commerce, payments, fraud or data science is preferred
Benefits
Comp & perks- Discretionary Time Off Policy (Unlimited!)
- 401K Match
- Stock Options
- Annual Performance Bonus or Commissions
- Paid Parental Leave (12 weeks)
- On-Demand Therapy for all employees & their dependents
- Dedicated learning budget through Learnerbly
- Health Insurance
- Dental Insurance
- Vision Insurance
- Flexible Spending Account (FSA)
- Short Term and Long Term Disability Insurance
- Life Insurance
- Company Social Events
- Signifyd Swag