Customer Success Manager

Sift is an AI-powered fraud platform securing digital trust for leading global businesses. They are seeking a Customer Success Manager to drive adoption and partner with customers, addressing business and technical challenges while maximizing customer success and value with Sift’s solutions.

Responsibilities:

• 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)
• 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
• 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