Manager of Customer Success, Sift
$129.6-175.4k
OTE
+ Commission + This role may be eligible for equity
Fraud prevention
Job no longer available
Fraud prevention
201-500 employees
Job no longer available
$129.6-175.4k
OTE
+ Commission + This role may be eligible for equity
201-500 employees
Company mission
Sift's mission is to help everyone trust the internet.
Role
Who you are
- This role requires a strategic thinker with strong leadership skills, a passion for customer satisfaction, and the ability to drive team performance and customer retention
- We also value leaders that collaborate well with cross functional teams and embody Sift’s values
- Bachelor’s degree in Business, Marketing, or a related field
- 7+ years of experience in Customer Success, Account Management, or a related field, with at least 2 years in a leadership role
- Fraud and/or Payments product knowledge
- Proven track record of managing and developing high-performing teams
- Strong understanding of customer success principles and best practices
- Excellent communication, interpersonal, and problem-solving skills
- Ability to analyze data and make data-driven decisions
- Experience with customer success software (e.g., Gainsight, Totango) is a plus
- Ability to work in a fast-paced, dynamic environment and manage multiple priorities
What the job involves
- The Manager of Customer Success Management will be responsible for leading a team of Customer Success professionals to ensure our customers achieve their desired outcomes while using our products and services
- We are looking forward to adding a dynamic and experienced team manager to join our team
- Lead, mentor, and develop a team of Customer Success Managers
- Foster a positive and collaborative team environment
- Conduct regular performance reviews and provide constructive feedback and radical candor
- Identify training and development needs and provide appropriate resources
- Build and maintain strong relationships with key customers
- Act as a point of escalation for customer issues and ensure timely resolution
- Develop and implement strategies to improve customer satisfaction and retention
- Monitor customer health metrics and proactively address potential issues
- Ability and desire to roll-up your sleeves and dig into customer issues, is a plus
- Develop and execute customer success strategies aligned with company goals
- Collaborate with cross-functional teams (Sales, Product, Marketing, etc.) to ensure a seamless customer experience
- Identify opportunities for upselling and cross-selling to drive revenue growth
- Analyze customer feedback and data to inform product and service improvements
- Implement and optimize customer success processes and best practices
- Utilize customer success software and tools to track and manage customer interactions
- Prepare and present regular reports on team performance and customer success metrics
- Ensure compliance with company policies and industry regulations
Application process
- Deadline to Apply: 29 November 2024 at 08:00 GMT
Our take
As eCommerce sales are growing, so - unfortunately - is payment fraud. In a landscape where over 80% 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. It gives its clients, that include Twitter, McDonalds, Harry’s, DoorDash and Poshmark, the ability to confidently gain trust from their customers.
Worldwide, Sift serves tens of thousands of websites and apps. Building on its growth and successful fundraising efforts, the company acquired longtime partner Chargeback, and has now made a partnership with payabl to bring AI-driven fraud prevention to European merchants.
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 Chair & Founder)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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