Senior Account Operations Manager

Job not on LinkedIn

🕒 May 27

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

⚙️ Operations

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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

• Own a portfolio of customer accounts and act as the main commercial point of contact for unmanaged and scaled accounts, ensuring a smooth, timely, and predictable renewal experience. • Manage the full renewal cadence, including internal health checks, usage-to-contract review, support ticket review, customer outreach, renewal recommendations, renewal drafting, and signature path management. • Drive timely renewals and protect net retention of customer CARR through disciplined forecasting, proactive outreach, risk identification, and clear close plans. • Maintain strong account hygiene in Salesforce, including opportunity stages, close dates, forecast amounts, notes, contacts, and other fields required for reporting and executive visibility. • Manage the end-to-end quote-to-cash process for your book of business, from account review and commercial discovery through quoting, order form generation, negotiation support, signature routing, and opportunity close. • Support quote creation and order form generation in alignment with Sift pricing, discounting, and approvals policies. • Partner with Deal Desk, Legal, RevOps, Finance, and Sales to streamline customer contracting, standardize legacy terms where possible, and reduce friction in the renewal and amendment process. • Prepare and route agreements through DocuSign or similar signature tools and actively manage documents to on-time execution. • Help customers navigate product-related questions and operational needs by directing them to the right resources, including Customer Support and Professional Services when appropriate. • Develop and maintain a strong working knowledge of Sift products, product changes, roadmap themes, and customer configurations so you can explain relevant developments clearly and connect customers to the right next step. • Use product usage, contract structure, and account context to identify renewal risk, optimization opportunities, and appropriate recommendations, including services opportunities where they can improve customer outcomes. • Improve how Sift manages accounts at scale by introducing better tooling, automation, playbooks, and AI-assisted workflows for health reviews, outreach, summaries, contract comparison, and prioritization. • Help evolve customer health approaches and manual account management processes into more standardized, scalable operating models. • Provide structured feedback to internal teams on customer trends, pricing and packaging patterns, product adoption, and friction points that affect retention and customer experience. • Participate in testing and QA of new tools and workflows that impact customer renewals, account management, and operational effectiveness.

🎯 Requirements

• Bachelor’s degree preferred; equivalent experience will also be considered. • 5+ years of experience in account operations, renewals, deal desk, sales operations, customer commercial operations, or a similar role, ideally in B2B SaaS. • Demonstrated experience managing the full customer renewal or commercial lifecycle, including quoting, order forms, contract execution, forecasting, and opportunity close. • Strong working knowledge of SaaS commercial constructs, including subscriptions, usage-based pricing, order forms, amendments, MSAs, and renewal processes. • Hands-on experience in Salesforce and strong discipline around data hygiene, account records, opportunity management, and reporting support. • Strong written and verbal communication skills, with the ability to explain product, commercial, and process concepts clearly to customers and internal stakeholders. • Proven ability to work cross-functionally with Support, Professional Services, Sales, Customer Success, Deal Desk, Legal, RevOps, Finance, and Product. • Comfort working with product usage data, APIs, account health signals, and customer configuration details to inform strategy and outreach. • Strong systems orientation and enthusiasm for AI-driven process improvement, workflow automation, and scalable operating models.

🏖️ Benefits

• Health insurance • Professional development opportunities • Remote work options