customer support
Posted 2 weeks agoSenior Manager, Customer Success
at Sift
United StatesRemote
Responsibilities
- 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
Requirements
- 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
- 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,
Additional details
- 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.
- 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.
- 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 -