Customer Success Manager

Sift•,

11d•$110,000 - $152,000

About The Position

The Customer Success Manager supports a portfolio of customer accounts and helps customers adopt Sift's Digital Trust & Safety platform to achieve measurable business outcomes. The role builds trusted customer relationships, investigates the underlying needs behind customer requests, and represents customer feedback internally. The manager works with guidance from senior Customer Success Managers and their manager on complex situations, escalations, and strategic customer reviews while developing expertise in Sift's products and the fraud landscape. The role also involves using AI tools and contributing customer-informed best practices to the team.

Requirements

At least 3 years of experience in a customer-facing Customer Success, Account Management, or similar role, or equivalent practical experience.
Strong critical-thinking and problem-solving skills, including the ability to work through ambiguous customer situations to find appropriate solutions.
Demonstrated ability to build trusted customer relationships and represent customer needs internally.
Experience using AI/LLM tools such as ChatGPT, Claude, or Cowork in day-to-day work, and general fluency with AI-assisted workflows.
Strong customer-facing communication skills and comfort communicating with both technical and non-technical audiences.

Nice To Haves

Experience in the fraud, payments, or trust and safety industry.
Bachelor's degree in a relevant field, or equivalent practical experience.
Experience supporting or contributing to strategic business reviews such as QBRs.
Familiarity with SaaS products.

Responsibilities

Serve as a day-to-day point of contact for a portfolio of accounts and build trusted, lasting customer relationships.
Diagnose customer needs by looking beyond stated requests, and involve senior team members in ambiguous or high-stakes situations as appropriate.
Help customers adopt Sift platform features relevant to their goals and track progress toward measurable outcomes.
Represent customer feedback and needs internally, partnering with senior Customer Success Managers and other teams on escalations.
Help prepare and contribute to QBRs and other customer-facing reviews, taking on greater ownership as experience grows.
Develop working knowledge of Sift's products and the fraud landscape, and contribute best practices to the team.