Diagnosing customer needs: Apply critical thinking to get past a customer's stated request to the underlying need, with an understanding of when to loop in senior team members on ambiguous or high-stakes situations.
Contributing to product adoption: Help customers adopt the Sift platform features most relevant to their goals, and track progress toward measurable outcomes.
Advocating for customers: Represent customer feedback and needs internally, partnering with senior CSMs and other teams on escalations.
Supporting strategic business reviews: Help prepare and contribute to QBRs and other customer-facing reviews, with growing ownership as you build experience.
Building product and industry expertise: Develop a working understanding of Sift's product and the fraud landscape, and start contributing best practices back to the team.
WHAT WOULD MAKE YOU A STRONG FIT
Must-haves
3+ years of experience in a customer-facing Customer Success, Account Management, or similar role, or equivalent practical experience
Strong critical thinking and problem-solving skills — comfortable working through ambiguous customer situations to find the right solution
Demonstrated ability to build trusted relationships with customers and represent their needs internally
Experience leveraging AI/LLM tools (e.g., ChatGPT, Claude, Cowork) for day-to-day work, and general fluency with AI-assisted workflows
Strong customer-facing communication skills, comfortable with technical and non-technical audiences alike
Nice to have
Experience in the fraud, payments, or trust & safety industry
Bachelor's degree in a relevant field, or equivalent practical experience
Experience supporting or contributing to strategic business reviews (e.g., QBRs)
Familiarity with SaaS products
OUR TYPICAL INTERVIEW PROCESS
Recruiter conversation: 30–45 minutes with a recruiter to discuss your background and the role.
Hiring manager screen: 30–45 minutes with the hiring manager to explore your fit for the position.
Interview loop & presentation with the team: covering a customer scenario walkthrough, stakeholder management, critical-thinking exercises, and values & behavior.
BENEFITS AND PERKS
Competitive total compensation package
401k plan
Medical, dental and vision coverage
Flexible lifestyle wallet
Learning & development reimbursement
Flexible time off
Company Mental Health Days
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. 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. Global brands rely on Sift to unlock growth and deliver seamless consumer experiences. Visit us at sift.com http://sift.com and follow us on LinkedIn https://www.globenewswire.com/Tracker?data=XHeK0v8NcNrEkwcDe8QxwpZeCkdQqNyKlni83U-CUmrprdKXWpVlYOAbVzwe2OmlwIUN-q4HXk4hf_dazpHx2NMM1CW_SYj740q9mxXNQI4=.
