Manager, Customer Success Management

2 weeks ago

San Francisco, United States Sift Science Full time
About the Team:

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. 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. We are looking forward to adding a dynamic and experienced team manager to join our team.

What you'll do:
  • Team Leadership and Development:
    • 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.
  • Customer Relationship Management:
    • 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.
  • Strategic Planning and Execution:
    • 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.
  • Operational Excellence:
    • 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.
What would make you a strong fit:
  • 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.
Benefits and Perks:
  • Competitive total compensation package
  • 401k plan
  • Medical, dental and vision coverage
  • Wellness reimbursement
  • Education reimbursement
  • Flexible time off

A little about us:

Sift is the AI-powered fraud platform securing digital trust for leading global businesses. Our deep investments in machine learning and user identity, a data network scoring 1 trillion events per year, and a commitment to long-term customer success empower more than 700 customers to grow fearlessly. Brands including DoorDash, Yelp, and Poshmark rely on Sift to unlock growth and deliver seamless consumer experiences. Visit us at sift.com and follow us on LinkedIn.

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