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Role Description

The Customer Success Manager will 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.

• Understand the customer’s business: Identify and address business and technical challenges, owning the entire process, including the relationship, project management & communication of issues and solutions.
• Demonstrate the value Sift is providing: Through strategic business reviews and consultative conversations, show that Sift is providing value to our customers and gain alignment regarding this value.
• Be a Sift product expert: Build and maintain a deep understanding of Sift’s product offerings, share best practices, and assist in debugging issues.
• Be a customer advocate: Champion and represent customers internally, provide feedback, and find ways to improve the customer’s experience.
• Contribute to product documentation training with key learnings and best practices.

Qualifications

• 5+ 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 (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.
• 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.

Benefits

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

Company Description

Sift is the AI-powered fraud platform securing digital trust for leading global businesses. Our deep investments in machine learning and user identity, a data network scoring 1 trillion events per year, and a commitment to long-term customer success empower more than 700 customers to grow fearlessly.