Senior Manager, Customer Success

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 instincts, and deep expertise DRIVE CUSTOMER OUTCOMES AND RETENTION PERFORMANCE - Lead team execution against customer health, product adoption, renewal readiness, and risk mitigation goals - Partner with CSMs on strategy for high-priority, complex, or at-risk accounts - Support CSMs in managing large, complex customers with multi-threaded relationships, executive stakeholders, technical dependencies, and meaningful commercial impact - Identify trends across the customer portfolio and translate them into team priorities, playbooks, and cross-functional recommendations - Improve how the team surfaces, manages, and communicates customer risk - Support executive engagement and escalation management where needed - Help ensure customers receive a consistent, high-quality post-sale 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 drive practical solutions - Bring operational rigor to forecasting, portfolio reviews, escalation management, and customer lifecycle execution - Help build repeatable approaches that improve team efficiency, customer experience, and retention outcomes PARTNER CROSS-FUNCTIONALLY TO IMPROVE THE CUSTOMER 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