About the role

The TAM is Sift's technical product expertise pushed out to the edge, embedded with the customer rather than sitting back in engineering. You're the person who knows the product deeply enough to catch what's about to go wrong in someone's actual environment. We serve as the named, persistent technical partner for Sift's strategic and premium accounts, working in close lockstep with Customer Success so customers get one seamless, aligned strategy rather than a handoff between silos. We connect across Customer Success, Support, Customer Engineering, Trust & Safety Advisory (TASA), Managed Operations, and Product/Engineering to keep every account's technical health ahead of the next escalation.

Operating primarily as a technical diagnostician rather than a builder or purely relationship owner, you excel at reading workflows, analyzing labeling practices, observing score behavior, and catching drift before it becomes an escalation.

You'll build deep, lasting familiarity with each customer's implementation, architecture, workflows, labeling practices, signals, and roadmap, calling out patterns drawn from other customer engagements and your technical expertise. Working in close partnership with Customer Success Managers (CSMs), you translate complex technical findings into meaningful value stories for stakeholders, ensuring you never work in a silo. You are a technical strategy owner and diagnostician, connecting across Customer Success, Support, Customer Engineering, Trust & Safety Advisory (TASA), Managed Operations, and Product/Engineering.

What We're Looking For

We're looking for a Technical Account Manager who operates as a technical diagnostician first: someone who reads workflows, labeling practices, and score behavior closely enough to catch drift before it becomes a fire. You'll build deep, lasting familiarity with each customer's implementation, architecture, and roadmap, and you'll translate what you find into value stories that land with both hands-on engineers and executive stakeholders. This is a partnership role by design - you'll work in close alignment with your paired CSM on every account, never in a silo.

What you'll do

• Serve as the named, persistent technical partner for a portfolio of strategic and premium accounts in close alignment with the CSM, acting as a collaborative team player rather than working in a silo.
• Build and maintain a technical success plan for each account alongside the CSM, translating technical diagnostics into clear business value stories and executive roadmaps.
• Diagnose and guide customers on ongoing best practices for workflow design, labeling strategy, and configuration hygiene, leveraging pattern recognition across your book of business in tandem with the CSM.
• Own implementation continuity after go-live in partnership with the CSM, ensuring deep account context survives the handoff from onboarding and technical drift is caught early.
• Run recurring technical health reviews and diagnostic readouts with the CSM, surfacing risks early and turning observations into actionable optimization plans.
• Help customers navigate model releases with confidence alongside the CSM - analyzing score behavior changes and articulating what they mean for the customer's business goals.
• Operationalize TASA's fraud strategy and vertical recommendations inside the customer's Sift environment, working with the CSM to demonstrate tangible business impact.
• Coordinate the technical diagnostic and mitigation response during active fraud attacks - orchestrating Support, Customer Engineering, and Product while keeping the CSM and customer informed.
• Act as the voice of the customer internally by spotting recurring technical patterns, feature requests, and workflow trends across your book of business and feeding them directly to Product and Engineering.
• Act as the primary technical partner to the CSM across Support, Customer Engineering, TASA, Managed Operations, and Product/Engineering so customers receive one seamless, aligned strategy.
• Contribute to account retention and growth by catching technical risk early, keeping accounts model-release ready, and cutting down repeat issues, in partnership with the CSM who owns the relationship and renewal conversation.

What you'll bring

• 5+ years in a technical, customer-facing role - Technical Account Management, Solutions Engineering, Implementation, or Technical Support.
• Prior experience in fraud or payments.
• Strong pattern recognition skills across APIs, webhooks, JSON, and data logs; able to observe system behaviors, identify subtle anomalies, and diagnose root causes before they become critical failures.
• Working SQL and data analysis skills, or the ability to quickly get there, for pulling and interpreting account-specific data.
• Familiarity with scripting languages (Python is a plus)
• Ability to translate technical detail into business impact for both hands-on engineers and non-technical stakeholders.
• A structured, proactive approach to account health - you'd rather catch a stale workflow in a quarterly review than in an escalation.
• Comfort operating under pressure during live incidents, with clear, calm communication to the customer throughout.
• Strong cross-functional instincts - you know when to pull in Support, Customer Engineering, TASA, or Product, and how to keep everyone aligned.
• Familiarity with machine learning concepts well enough to explain model behavior, score changes, and release impact to a customer.
• Experience running formal technical health reviews, QBR-style technical readouts, or success planning cadences.