Customer Success Manager

The role

The Customer Success Manager will support a portfolio of accounts and drive adoption of Sift's Digital Trust & Safety solutions. You will diagnose customer needs, advocate for customer feedback internally, and help prepare strategic business reviews.

What you will do

• Serve as a day-to-day point of contact for a portfolio of accounts
• Diagnose customer needs using critical thinking
• Help customers adopt Sift platform features
• Track progress toward measurable outcomes
• Represent customer feedback and needs internally
• Partner with senior CSMs and other teams on escalations
• Help prepare and contribute to QBRs and other customer-facing reviews
• Develop a working understanding of Sift's product and the fraud landscape
• Contribute best practices back to the team

Required qualifications

• 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
• 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
• General fluency with AI-assisted workflows
• Strong customer-facing communication skills

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

Benefits

• Competitive total compensation package
• 401k plan
• Medical, dental and vision coverage
• Flexible lifestyle wallet
• Learning & development reimbursement
• Flexible time off
• Company Mental Health Days

Before you apply

• Recruiter conversation
• Hiring manager screen
• Interview loop & presentation with the team covering a customer scenario walkthrough, stakeholder management, critical-thinking exercises, and values & behavior

About the company

Sift is the AI-powered fraud platform securing digital trust for leading global businesses. The company uses machine learning and user identity to empower more than 700 customers.