Customer Success Manager - Scale

Job Description

About the Team:

Customer Success Management at Sift is focused on ensuring that our customers get value from the product they purchase; if a customer realizes value, we are helping to ensure a smooth renewal. Our team is the voice of the customer and works with many cross-functional teams to give our customers the best experience possible. We are a team of skilled at building relationships, evangelizing our product with the customer’s needs in mind, and are ready to dig in and solve any challenge. We are excited to add to our team for a much needed role! Come succeed with us!

What We’re Looking For:

An educator or story teller, capable of learning complex concepts and translating them into easy to understand lessons tailored to Sift customers. The successful individual will analyze the learning needs of Sift’s customers in the Small to Medium Business segment and will meet those needs by writing and delivering either self-paced or instructor-led material. This individual should be comfortable with creating a program from the ground up. We are looking for someone who is ready to dive in and give our customers a great experience through scaled touchpoints.

What you’ll do:

This role will work cross-functionally with the Director of Customer Engagement to create digital content and teach live sessions on the Sift Customer Community. Specific responsibilities include:

• Training cohorts of customers onboarding with Sift
• Answering customer questions on community
• Answering frontline support tickets from SMB customers
• Creating documentation and videos for the Sift Customer Community
• Delivering product webinars to Sift customers

What would make you a strong fit:

• 4+ years' experience in Customer Success or equivalent work experience
• Enjoy building community, educating customers, and evangelizing product
• Proven ability to learn a B2B SaaS product
• Proven track record of managing a large SMB book of business
• Experience developing self-paced videos and training material
• Experience giving live-virtual presentations
• Strong customer service mindset
• Experience in the Digital Trust and Safety or online marketplace industries a plus

A little about us:

Sift is the leading innovator in Digital Trust & Safety. Hundreds of disruptive, forward-thinking companies like Zillow, and Twitter trust Sift to deliver outstanding customer experience while preventing fraud and abuse.

The Sift engine powers Digital Trust & Safety by helping companies stop fraud before it happens. But it’s not just another anti-fraud platform: Sift enables businesses to tailor experiences to each customer according to the risk they pose. That means fraudsters experience friction, but honest users do not. By drawing on insights from our global network of customers, Sift allows businesses to scale, win, and thrive in the digital era.

Benefits and Perks:

• Competitive total compensation package
• 401k plan
• Medical, dental and vision coverage
• Wellness reimbursement
• Education reimbursement
• Flexible time off

The anticipated starting on-target salary range for this role is $118,500 to $155,000 . This role may also be eligible for equity and other benefits. Sift takes into account many factors in determining compensation, including level, location, transferable skills, work experience, business needs, and market demands. Therefore, the pay range / final offer may change or be modified in the future.

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 the way in which Sift handles personal data of job applicants: https://sift.com/recruitment-privacy