Customer Success Manager

About the Team

Our Customer Success team partners with leading global businesses to drive adoption of Sift's Digital Trust & Safety solutions. We are subject matter experts on Sift's products and our customers' needs, cultivating trusted relationships that turn product usage into measurable business outcomes. Internally, we are the voice of the customer, and we're always looking for smarter, faster ways to serve our accounts - including experimenting with new AI tools that make our day-to-day work sharper. It's a team that bridges business and technical challenges while helping our customers unlock the full value of Sift's platform.

What We're Looking For

We're looking for a Customer Success Manager who's eager to build real expertise in a high-stakes, fast-moving industry. You bring sharp critical thinking to a customer's stated request, working to understand the real need behind it, and you build trust quickly with the people you work with - both customers and internal partners. You're comfortable learning a complex product and an evolving fraud landscape, and you reach for the right tools, including AI tools, to work smarter as you grow into the role.

What You'll Do

• Supporting a portfolio of accounts: Serve as a day-to-day point of contact for a portfolio of accounts, building relationships that go beyond the transactional, with guidance from senior CSMs and your manager on more complex situations.

• Diagnosing customer needs: Apply critical thinking to get past a customer's stated request to the underlying need, with an understanding of when to loop in senior team members on ambiguous or high-stakes situations.

• Contributing to product adoption: Help customers adopt the Sift platform features most relevant to their goals, and track progress toward measurable outcomes.

• Advocating for customers: Represent customer feedback and needs internally, partnering with senior CSMs and other teams on escalations.

• Supporting strategic business reviews: Help prepare and contribute to QBRs and other customer-facing reviews, with growing ownership as you build experience.

• Building product and industry expertise: Develop a working understanding of Sift's product and the fraud landscape, and start contributing best practices back to the team.

What Would Make You a Strong Fit

Must-haves:

• 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 - comfortable working through ambiguous customer situations to find the right solution

• Demonstrated ability to build trusted relationships with customers and represent their needs internally

• Experience leveraging AI/LLM tools (e.g., ChatGPT, Claude, Cowork) for day-to-day work, and general fluency with AI-assisted workflows

• Strong customer-facing communication skills, comfortable with technical and non-technical audiences alike

Nice to have:

• Experience in the fraud, payments, or trust & safety industry

• Bachelor's degree in a relevant field, or equivalent practical experience

• Experience supporting or contributing to strategic business reviews (e.g., QBRs)

• Familiarity with SaaS products

Our Typical Interview Process

• Recruiter conversation: 30 - 45 minutes with a recruiter to discuss your background and the role.

• Hiring manager screen: 30 - 45 minutes with the hiring manager to explore your fit for the position.

• Interview loop & presentation with the team: covering a customer scenario walkthrough, stakeholder management, critical-thinking exercises, and values & behavior.

Benefits and Perks

• Competitive total compensation package

• 401k plan

• Medical, dental and vision coverage

• Flexible lifestyle wallet

• Learning & development reimbursement

• Flexible time off

• Company Mental Health Days

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 how Sift handles the personal data of job applicants: https://sift.com/recruitment-privacy

A little about us:
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. Global brands rely on Sift to unlock growth and deliver seamless consumer experiences. Visit us at sift.com and follow us on LinkedIn.