Customer Success Manager, Sift
EMEA
€50-70k
OTE
+ Equity
Fraud prevention
Open for applications
Fraud prevention
201-500 employees
Open for applications
€50-70k
OTE
+ Equity
201-500 employees
Company mission
Sift's mission is to help everyone trust the internet.
Role
Who you are
- As a member of the Customer Success Management team, you’re an ambitious self-starter with a knack for building relationships, a strong technical acumen, and you have a cross-functional collaboration skill set
- 2+ years experience in a Customer Success Manager role or similar role (e.g. Customer Success Management, Account Management, Customer Support)
- Experience in the fraud/payments ecosystem is a plus
- Experience owning a book of business and being responsible for retaining revenue and running strategic business reviews (e.g. QBRs)
- A track record of showing value through data-driven metrics and KPIs
- Outstanding customer-facing communication skills, including the ability to communicate and build relationships with all levels and audiences -- from fraud analysts to the C-suite; technical and non-technical
- Strong business acumen and ability to influence change of a customer organization
- A strong work ethic and commitment to excellence; being creative, collaborative, goal-oriented, thoughtful, and resourceful
- A bias for action; demonstrated ability to continuously learn, work independently, and make decisions with minimal supervision
- Ability to work effectively in teams of technical and non-technical individuals across multiple concurrent projects
- Experience working with SaaS-based products, comfortable speaking about complex/technical concepts, and have worked with products that utilize APIs
What the job involves
- The Customer Success Management team is composed of creative product experts who work with our customers to drive the adoption of Sift’s Digital Trust & Safety solutions
- CSMs unlock strategic business value for online digital businesses across all major industries and around the globe
- We are subject matter experts on Sift’s products and our customers’ needs. Cultivating trusted relationships, we leverage our product and industry knowledge to drive ROI and build long-term customer success and satisfaction
- Internally, we are the voice of the customer -- advocating for their needs and championing their success
- It’s a powerful team that bridges business and technical challenges while maximizing customer success and value with Sift’s suite of solutions. We love addressing real-world opportunities and enabling our customers to do their best work
- We’re looking for a Customer Success Manager who will work closely with our customers to identify and address business and technical challenges
- Ultimately, your goal is to drive adoption and partner with our customers as a trusted advisor to unlock value and find solutions to their needs that leverage Sift’s Digital Trust & Safety solutions
- Understanding the customer’s business: Identify and address business and technical challenges, owning the entire process. This includes the relationship, project management & communication of issues and solutions
- Demonstrating the value Sift is providing: Through strategic business reviews and consultative conversations, you are able to show that Sift is providing value to our customers. Gaining alignment with our customers regarding the value Sift is providing is a top priority
- Being a Sift product expert: Build and maintain a deep understanding of Sift’s product offerings. Find, distill, and share best practices across your customers. Take a first pass at debugging issues and making recommendations for better integrations (our Solutions Engineers will be around to help!)
- Being a customer advocate: As the owner of your book of business, you are the champion and represent customers internally. Provide feedback and find ways to improve the customer’s experience through processes and collateral, driving value realization for your customers
- Contribute to product documentation training with key learnings and best practices
Our take
eCommerce sales are growing, unfortunately for online retailers, so too is payment fraud. In a landscape where 84% of first-time shoppers with smaller merchants are concerned about data security, retailers have to find ways to earn trust.
Sift is one company that sets out to prevent digital fraud by verifying customer identities and payment methods, giving its clients, who include Twitter, McDonalds Harry’s, DoorDash, and Poshmark, the ability to confidently gain trust from their own customers.
Worldwide, sift serves tens of thousands of websites and apps and analyses over 70B account sign ups and purchases each month. Building on its growth and successful fundraising efforts, Sift acquired longtime partner Chargeback, a leader in real-time dispute management for merchants and passwordless authentication company Keyless. These acquisitions allow Sift to offer its customers a more complete solution moving forward.
Steph
Company Specialist at Welcome to the Jungle
Insights
-2% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Apr 2021
$50m
SERIES E
Mar 2018
$53m
SERIES D
Total funding: $156.8m
Company benefits
- Competitive total compensation package
- 401k plan
- Medical, dental and vision coverage
- Wellness reimbursement
- Education reimbursement
- Flexible time off
Company HQ
Financial District, San Francisco, CA
Leadership
Jason Tan
(Executive Chairman)Having studied at the University of Washington, Jason spent almost 3 years as a Zillow Software Design Engineer, before joining Optify and working as CTO of BuzzLabs for a year. They founded Sift in June 2011, serving initially as CEO and since January 2021 as Executive Chairman.
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