Customer Success Manager

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.

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: