Sift
Customer Experience
SeniorManager,CustomerSuccess
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“Senior Manager, Customer Success at Sift. Skills: Customer Success, Team leadership, Customer outcomes. Manage, coach, and develop CSM team. Raise bar on customer strategy”
What You'll Achieve.
High-performing CSM team; Improved customer health; Improved product adoption; Improved lifecycle engagement; Improved renewal readiness; Stronger account planning; Stronger risk management; Stronger escalation handling; Stronger executive engagement; Better visibility into customer risk; More scalable team processes; Stronger cross-functional coordination; Team culture rooted in ownership
Industry & Context.
Escalation management; Root cause analysis
Ability to travel as needed
What They're Looking For.
Must Have
Meaningful experience leading Customer Success, Experience leading CSM teams, Experience managing large, complex customers, Experience managing range of CSM profiles, Proven ability to coach CSMs, Understanding of product adoption, Demonstrated ability to translate insights, Operational rigor, Cross-functional leadership skills, Executive presence, Comfort navigating ambiguity
Nice to Have
Experience managing senior ICs preferred
What You'll Do.
Raise bar on customer strategy
Build clear team expectations
Support hiring and development
Connect customer activity to outcomes
Lead team execution against goals
Partner on strategy for accounts
Support CSMs in managing customers
Identify trends across portfolio
Improve surfacing customer risk
Support executive engagement
Ensure consistent customer experience
Improve team playbooks
Establish operating rhythms
Improve reporting and signals
Identify process gaps
Bring operational rigor to forecasting
Build repeatable approaches
Collaborate with Sales
Partner with CX Operations
Partner with Trust and Safety
Advocate internally for customer needs
Strengthen connection between sell and adopt
How You'll Work.
Team & Collaboration
Cross-functional collaboration; Partner with Sales; Partner with Product; Work with Support; Partner with CX Operations; Partner with Trust and Safety
Communication Scope
Executive engagement; Customer communications
Full Job Description
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 instinc
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