Customer Success Manager

Sift

About The Position

The Customer Success Management team is composed of 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 and 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. We’re looking for a Customer Success Manager who 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. 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 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.

Requirements

5+ 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.

Nice To Haves

Experience in the fraud/payments ecosystem is a plus.

Responsibilities

Identify and address business and technical challenges, owning the entire process. This includes the relationship, project management & communication of issues and solutions.
Demonstrate the value Sift is providing through strategic business reviews and consultative conversations.
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.
Represent customers internally as the owner of your book of business.
Provide feedback and find ways to improve the customer’s experience through processes and collateral.
Contribute to product documentation training with key learnings and best practices.