Senior Manager, Customer Success

Job not on LinkedIn

🕒 Yesterday

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Sift

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2011

🔒 Cybersecurity

💳 Fintech

☁️ SaaS

Cybersecurity • Fintech • SaaS

Sift is an industry leader in digital fraud management, offering robust AI-powered solutions to combat various forms of online fraud such as account takeovers, payment fraud, and chargebacks. With a scalable platform, Sift enables businesses to secure their operations through advanced decision-making and fraud detection technologies. Their platform is trusted by over 700 global brands, providing precise, user-level insights to turn fraud challenges into opportunities for scalable growth. Sift emphasizes the importance of partnerships and a strong community to enhance their fraud decisioning service, fostering secure business development across various sectors like e-commerce, fintech, and travel. Additionally, Sift is recognized for its insights and efforts in fraud industry leadership, featuring capabilities such as payment protection, account defense, and dispute management.

📋 Description

• Lead and develop a high-performing CSM team. • Manage, coach, and develop a team of Customer Success Managers. • Raise the bar on customer strategy, account planning, executive engagement, and execution quality. • Build clear team expectations, operating rhythms, and accountability mechanisms. • Support hiring, onboarding, performance management, and career development. • Foster a strong, collaborative, commercially minded, and customer-first team culture. • Help CSMs connect day-to-day customer activity to broader business outcomes. • Drive customer outcomes and retention performance. • Lead team execution against customer health, product adoption, renewal readiness, and risk mitigation goals. • Partner with CSMs on strategy for high-priority, complex, or at-risk accounts. • Identify trends across the customer portfolio and translate them into team priorities, playbooks, and cross-functional recommendations. • Improve how the team surfaces, manages, and communicates customer risk. • Collaborate closely with Sales on account strategy, renewal planning, expansion opportunities, and risk mitigation.

🎯 Requirements

• Meaningful experience leading Customer Success, Account Management, or another post-sale customer-facing team in a SaaS or subscription software environment. • Experience supporting or leading teams responsible for large, complex, strategic customers with multi-threaded relationships, technical products, executive stakeholders, and meaningful commercial impact. • Experience managing a range of CSM profiles. • Proven ability to coach CSMs through complex account strategy, executive engagement, renewals, adoption, and risk management. • Strong understanding of product adoption, customer health, renewal execution, expansion signals, and revenue retention. • Strong operational rigor, including account inspection, forecasting support, KPI tracking, process improvement, and portfolio management. • Strong cross-functional leadership skills. • Executive presence and comfort engaging with senior customer stakeholders. • Strong judgment, urgency, and calm under pressure when managing customer escalations.

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible work hours • Paid time off • Professional development opportunities