Principal Customer Success Manager, Strategic Accounts

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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 Principal, Strategic Accounts & Insights, you will own the success of Signifyd’s most complex and strategic accounts in Mexico and Chile. You are not a passive relationship manager; you are a proactive, revenue-owning partner and a "trusted advisor".

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 Data Science, Business Intelligence (BI), Analytics, or Product Management, but have intentionally transitioned into a high-impact, relationship-driven commercial role.
  
• First-hand experience running a fraud prevention program at a large Latin American merchant and understand 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:
• Mexico City: Conduct frequent onsite visits to maintain deep, local alignment with key stakeholders (Local residency in CDMX required).
• Chile: Lead quarterly strategic reviews and executive onsites in-country.
• 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: 

• Language: Full professional fluency in both Spanish and English.
• Experience: 8+ years of success in senior enterprise SaaS roles, consulting, 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 banking, fraud, or payments landscape is essential.
• Preferred Profile: Candidates who have previously run a fraud prevention program at a large Latin American merchant are strongly encouraged to apply.
• 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 30%+, including quarterly trips to Chile and bi-annual trips to the United States.
• Program Management: Strong capability in resource orchestration and planning for a portfolio of engagements, ensuring the operational health of deployed solutions.

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Benefits in Mexico:

• Health, Dental & Vision Insurance
• Life Insurance of 24 months salary
• Quarterly Commissions Plan
• 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.