Customer Success Manager



United States · Remote
Posted on Friday, December 29, 2023

About the Team

The Customer Success Management team comprises creative product experts who work with our customers to drive the adoption of Sift’s Digital Trust & Safety solutions. CSMs unlock strategic business value for online digital businesses across all major industries and around the globe.

We are subject matter experts on Sift’s products and our customers’ needs. Cultivating trusted relationships, we leverage our product and industry knowledge to drive ROI and build long-term customer success & satisfaction. Internally, we are the voice of the customer -- advocating for their needs and championing their success.

It’s a powerful team that bridges business and technical challenges while maximizing customer success and value with Sift’s suite of solutions. We love addressing real-world opportunities and enabling our customers to do their best work.

What We’re Looking For

We’re looking for a Customer Success Manager to work closely with our customers to identify and address business and technical challenges. As a member of the Customer Success Management team, you’re an ambitious self-starter with a knack for building relationships, a strong technical acumen, and you have a cross-functional collaboration skill set.

What You’ll Do:

Ultimately, your goal is to drive adoption and partner with our customers as a trusted advisor to unlock value and find solutions to their needs that leverage Sift’s Digital Trust & Safety solutions. You’ll do this by:

  • 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 & 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.

What Would Make You a Strong Fit:

  • 3+ years experience in a Customer Success Manager role or similar role (e.g. Customer Success Management, Account Management, Customer Support)

  • Experience in the fraud/payments ecosystem, is a plus

  • Experience owning a book of business and being responsible for retaining revenue and running strategic business reviews (ex: 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.

A little about us:

Sift is the leading innovator in Digital Trust & Safety. Hundreds of disruptive, forward-thinking companies like Zillow, and Twitter trust Sift to deliver outstanding customer experience while preventing fraud and abuse.

The Sift engine powers Digital Trust & Safety by helping companies stop fraud before it happens. But it’s not just another anti-fraud platform: Sift enables businesses to tailor experiences to each customer according to the risk they pose. That means fraudsters experience friction, but honest users do not. By drawing on insights from our global network of customers, Sift allows businesses to scale, win, and thrive in the digital era.

Benefits and Perks:

  • Competitive total compensation package

  • 401k plan

  • Medical, dental and vision coverage

  • Wellness reimbursement

  • Education reimbursement

  • Flexible time off

Let’s Build It Together

At Sift, we are intentionally building a diverse, equitable, and inclusive workplace. We believe that diversity drives innovation, equity is a fundamental right, and inclusion is a basic human need. We envision a place where all Sifties feel secure sharing their authentic selves and diverse experiences with their teams, their customers, and their community – ultimately using this empowerment and authenticity to build trust and create a safer Internet.

This document provides transparency around the way in which Sift handles personal data of job applicants: https://sift.com/recruitment-privacy