Customer Success Manager; CSM

About No Fraud

No

Fraud helps ecommerce brands keep more of every dollar earned by maximizing approval rates, minimizing risk costs, and automating repetitive tasks. Powered by the industry’s most precise decision engine, a global merchant network, and expert fraud analysts, No

Fraud delivers immediate pass/fail decisions for 99.5% of transactions with unmatched accuracy. With the recent acquisition of Yofi AI, we’ve expanded our capabilities into returns fraud and policy abuse prevention, strengthening our end-to-end suite of ecommerce protection tools. More than 7,000 brands trust No

Fraud to deliver seamless shopping experiences that drive long-term profitability.

The Customer Success Manager will help onboard new customers and focus on retaining and expanding existing customers.

• You are customer-centric in everything you do; over-communicating to our customers and relaying their feedback, requests and observations to the internal organization. You are operationally minded and have a strong understanding of process, tools and technology.
• You will confidently manage a book of business, maintaining consistent touch-points with customers to ensure positive customer experiences and positive relationship status. You will be experienced at contract negotiation, conveying product value and ROI in conversations that result in customers advocating on our behalf publicly.
• You will work with the Sr. Director of Customer Success to implement programs to identify and drive growth. These will map, track, and drive opportunities across mid market and enterprise customer segments. You will identify ways to improve our processes, engage repeatable processes like QBRs and renewals with efficiency, and default to using data whenever possible.

• Own and manage a portfolio of clients, serving as the primary post-sales point of contact and trusted advisor
• Lead customer onboarding and enablement to ensure fast time-to-value and strong early adoption
• Proactively monitor account health, usage, and risk indicators to prevent churn and escalation
• Develop a deep understanding of your client’s businesses, our competitors, and relevant verticals
• Build relationships with decision-makers and individual contributors, understanding their business needs, objectives and how they view success for their partnership with No Fraud
• Become a product expert, able to answer customer questions regarding workflows, set up, transactions, billing and more
• Educate clients on fraud best practices and advise on strategies and tactics to drive down chargebacks
• Manage renewal processes by clearly demonstrating our product’s ROI using data, analytics and competitive analysis
• Partner closely with Sales on expansion opportunities while showing an understanding of your client’s pain points and needs
• Conduct comprehensive quarterly business reviews that demonstrate a deep understanding of your client’s program goals and results and provide data-backed recommendations
• Own your clients’ success with a goal of making every client a No
  
  Fraud net promoter and shameless public advocate

• Experience:
  
  Minimum of 4 years of experience in customer success, marketing, or sales within the tech industry or a SaaS business
• Ecommerce Knowledge:
  Strong understanding of how online merchants operate and how technology impacts revenue, customer experience, and risk
• Analytical
  
  Skills:
  
  Proficiency in analyzing data and metrics to derive insights and make recommendations. Capable of telling compelling stories using data
• Communication:
  Excellent communication and interpersonal skills, with the ability to build rapport and credibility with diverse stakeholders. Great written and presentation skills
• Strategic Thinking:
  Ability to develop and execute plans aligned with company objectives. An awareness that the customer voice is the most important asset we have in building a broader business strategy
• Adaptability:
  Comfortable working in a fast-paced, dynamic environment with evolving priorities and client needs
• Organized:
  Self-motivated and capable of managing multiple priorities, including clients, experiments, and updates to internal teams. Unwavering…