Manager of Customer Success Management, Sift
$129.6-175.4k
OTE
+ Commission + This role may be eligible for equity
Fraud prevention
Be an early applicant
Fraud prevention
201-500 employees
Be an early applicant
$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
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
Company
Funding (last 2 of 6 rounds)
Apr 2021
$50m
SERIES E
Mar 2018
$53m
SERIES D
Total funding: $156.6m
Company benefits
- Competitive total compensation package
- 401k plan
- Medical, dental and vision coverage
- Wellness reimbursement
- Education reimbursement
- Flexible time off
Company values
- Start with the customer - The customer is always top of mind. We strive to prioritize our audience’s needs, not our personal agenda
- Courage over comfort - We value vulnerability, invite candid feedback, and believe true growth happens when we leave our comfort zone
- Get Sift done - We value progress over perfection, always acting with urgency and grit—because we believe that passion and perseverance are the answer to adversity
- Ever better - We are continuously improving - our technology, our customer service, ourselves. We view mistakes as opportunities to be ever better
- Win as one team - We’re running toward the finish line, together. The sum is greater than the whole of its parts
Company HQ
Financial District, San Francisco, CA
Articles
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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