Customer Success Manager

Summary

Join Sift's Customer Success Management team as a Customer Success Manager to drive customer adoption of Sift’s Digital Trust & Safety solutions. You will work closely with customers to identify and address business and technical challenges, demonstrating Sift's value through strategic business reviews and consultative conversations. As a product expert, you will build and maintain a deep understanding of Sift’s product offerings, sharing best practices and advocating for customer needs internally. You will own a book of business, responsible for retaining revenue and running strategic business reviews. This role requires strong communication, business acumen, and collaboration skills, along with experience in customer success or a similar role. Success in this position will be measured by driving customer adoption and unlocking value through Sift’s solutions.

Requirements

• 8+ years experience in a Customer Success Manager role or similar role (e.g. Customer Success Management, Account Management, Customer Support)
• Experience owning a book of business and being responsible for retaining revenue and running strategic business reviews (e.g. QBRs)
• A track record of showing value through data-driven metrics and KPIs
• Outstanding customer-facing communication skills, including the ability to communicate and build relationships with all levels and audiences -- from fraud analysts to the C-suite; technical and non-technical
• Strong business acumen and experience influencing change at all levels of a customer organization
• A strong work ethic​ and commitment to excellence; being creative, ​collaborative, goal-oriented, ​thoughtful, and resourceful​
• A bias for action; demonstrated ability to continuously learn, work independently, and make decisions with minimal supervision
• Ability to work effectively in teams of technical and non-technical individuals across multiple concurrent projects
• Experience working with SaaS-based products, comfortable speaking about complex/technical concepts, and have worked with products that utilize APIs

Responsibilities

• Understanding the customer’s business: Identify and address business and technical challenges, owning the entire process. This includes the relationship, project management & communication of issues and solutions
• Demonstrating the value Sift is providing: Through strategic business reviews and consultative conversations, you are able to show that Sift is providing value to our customers. Gaining alignment with our customers regarding the value Sift is providing is a top priority
• Being a Sift product expert: Build and maintain a deep understanding of Sift’s product offerings. Find, distill, and share best practices across your customers. Take a first pass at debugging issues and making recommendations for better integrations (our Solutions Engineers will be around to help!)
• Being a customer advocate: As the owner of your book of business, you are the champion and represent customers internally. Provide feedback and find ways to improve the customer’s experience through processes and collateral, driving value realization for your customers
• Contribute to product documentation training with key learnings and best practices

Preferred Qualifications

Experience in the fraud/payments ecosystem is a plus

Benefits

• Competitive total compensation package
• 401k plan
• Medical, dental and vision coverage
• Wellness reimbursement
• Education reimbursement
• Flexible time off