About the Role

Sift is looking for a strategic, customer-obsessed, and operationally strong Senior Manager of Customer Success to lead a high-performing team of Customer Success Managers and help mature how we deliver value after the sale.

This leader will be responsible for driving strong execution across the CSM team while also helping shape the systems, processes, and cross-functional motions that improve retention, adoption, customer health, and renewal readiness across key customer segments.

The right person is both a strong people leader and a strong operator. They can coach CSMs through complex account strategy, identify patterns across the customer base, improve team operating discipline, and partner cross-functionally to reduce friction in the customer experience. They are comfortable moving between strategic planning and hands-on escalation support, without getting precious about either. No ivory towers here.

This is not a first-time people management role. We’re looking for someone who has already led CSM teams through real complexity, including large, strategic customers, nuanced escalations, and teams made up of both newer CSMs who need structure and tenured CSMs who bring deep expertise of their own.

What You’ll Do

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, including adoption, retention, and expansion readiness
Coach a range of CSM profiles, from newer team members who need structure and development to highly experienced CSMs who bring strong judgment, customer instincts, and deep expertise

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
Support CSMs in managing large, complex customers with multi-threaded relationships, executive stakeholders, technical dependencies, and meaningful commercial impact
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
Support executive engagement and escalation management where needed
Help ensure customers receive a consistent, high-quality post-sale experience across lifecycle stages

Build scalable operating discipline

Improve team playbooks, account planning practices, customer engagement models, and inspection cadences
Establish regular operating rhythms to review team performance, customer health, adoption trends, renewal risks, and expansion signals
Partner with CX Operations to improve reporting, customer signals, lifecycle programs, segmentation, and team workflows
Identify process gaps that create friction for customers or CSMs and help drive practical solutions
Bring operational rigor to forecasting, portfolio reviews, escalation management, and customer lifecycle execution
Help build repeatable approaches that improve team efficiency, customer experience, and retention outcomes

Partner cross-functionally to improve the customer experience

Collaborate closely with Sales on account strategy, renewal planning, expansion opportunities, and risk mitigation
Partner with Product and Engineering to ensure customer feedback, product gaps, and adoption blockers are clearly surfaced and actionable
Work with Support and other post-sale teams to coordinate around escalations and critical customer moments
Partner with CX Operations and Marketing to improve lifecycle engagement, customer communications, and scaled customer programs
Partner with Trust and Safety and Professional Services to supercharge customer engagements
Advocate internally for customer needs while aligning stakeholders around ownership, action, and follow-through
Help strengthen the connection between what we sell, what customers adopt, and how customers realize measurable value

What We’re Looking For

Meaningful experience leading Customer Success, Account Management, or another post-sale customer-facing team in a SaaS or subscription software environment. This should not be your first time managing a team.
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, from newer CSMs who need coaching, structure, and development to highly tenured CSMs who bring deep expertise, strong customer judgment, and occasionally know more than you do. Low ego required
Experience managing senior ICs preferred, but not required
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
Demonstrated ability to translate customer and team insights into scalable processes, playbooks, or operating improvements
Strong operational rigor, including account inspection, forecasting support, KPI tracking, process improvement, and portfolio management
Strong cross-functional leadership skills with the ability to influence Sales, Product, Support, Marketing, Operations, and leadership stakeholders
Executive presence and comfort engaging with senior customer stakeholders, including C-level leaders
Strong judgment, urgency, and calm under pressure when managing customer escalations
Comfort navigating ambiguity, evolving priorities, and a business that is actively scaling its post-sale motion
Experience with payments, fraud, fintech, usage-based pricing, transaction volume, or other volume-based products is a major plus
Ability to travel as needed

What Success Looks Like

A high-performing CSM team with clear expectations, strong accountability, and consistent execution
Improved customer health, product adoption, lifecycle engagement, and renewal readiness across the team’s portfolio
Stronger account planning, risk management, escalation handling, and executive engagement
Better visibility into customer risk, adoption blockers, and portfolio-level trends
More scalable team processes, playbooks, and operating rhythms
Stronger cross-functional coordination around customer needs, product feedback, renewals, and lifecycle moments
A team culture rooted in ownership, customer impact, commercial discipline, and continuous improvement

Let’s build it together:

At Sift, we are intentionally building a diverse, equitable, and inclusive workplace. We believe that diversity drives innovation, equity is a fundamental right, and inclusion is a basic human need. We envision a place where all Sifties feel secure sharing their authentic selves and diverse experiences with their teams, their customers, and their community – ultimately using this empowerment and authenticity to build trust and create a safer Internet.

This document provides transparency around how Sift handles the personal data of job applicants: https://sift.com/recruitment-privacy

A little about us:
Sift is the AI-powered fraud platform securing digital trust for leading global businesses.

Senior Manager, Customer Success