What We're Looking ForWe'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 FitMust-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
