Customer Success Manager - EMEA

📋 Description

• • As a Customer Success Manager (CSM) for the EMEA region at Sift Science, you will be at the forefront of empowering our global clients to leverage our cutting-edge Digital Trust & Safety solutions. This role is pivotal in driving the adoption and maximizing the strategic business value our customers derive from Sift's AI-powered platform.
• • You will act as a trusted advisor, cultivating deep, long-term relationships with a diverse portfolio of clients across various industries. Your primary objective is to understand their unique business objectives, identify potential challenges, and proactively develop and implement solutions that align with Sift's capabilities.
• • This position requires you to be a subject matter expert not only on Sift's comprehensive product suite but also on the evolving landscape of digital trust and safety, including fraud prevention, risk management, and user authentication.
• • A key responsibility involves demonstrating the tangible ROI and strategic value Sift delivers. This will be achieved through regular, insightful business reviews (such as Quarterly Business Reviews - QBRs), consultative conversations, and data-driven presentations that highlight key performance indicators (KPIs) and success metrics.
• • You will be the primary point of contact for your assigned book of business, owning the customer lifecycle from onboarding through renewal. This includes managing projects, coordinating with internal Sift teams (including Sales, Solutions Engineering, and Product), and ensuring seamless communication of issues and resolutions.
• • A significant part of your role will involve acting as the internal "voice of the customer." You will champion customer needs, advocate for their success, and provide crucial feedback to Sift's Product and Engineering teams to inform future development and enhance the customer experience.
• • You are expected to develop and maintain a profound understanding of Sift's product offerings, identifying best practices and sharing this knowledge across your customer base to foster deeper engagement and utilization.
• • While Solutions Engineers will provide support for complex technical issues, you will be expected to perform initial troubleshooting, analyze integration points, and make recommendations for optimization.
• • Your success will be measured by your ability to drive customer adoption, ensure high levels of customer satisfaction, retain revenue within your book of business, and identify opportunities for account expansion.
• • This role demands a proactive, ambitious self-starter with exceptional relationship-building skills, strong technical acumen, and a proven ability to collaborate effectively across cross-functional teams.
• • You will be instrumental in helping online digital businesses across all major industries and around the globe to grow fearlessly by securing their digital trust and delivering seamless consumer experiences.
• • By deeply understanding the customer's business, you will identify and address both strategic business and intricate technical challenges, taking full ownership of the entire process from initial engagement to successful resolution.
• • You will be responsible for articulating and reinforcing the value Sift provides, ensuring customers recognize and align with the benefits they are receiving through strategic business reviews and ongoing consultative dialogue.
• • Cultivating and maintaining an in-depth knowledge of Sift's product suite is essential, enabling you to distill and disseminate best practices effectively among your clientele.
• • As a dedicated advocate for your customers, you will represent their interests internally, providing valuable feedback to enhance processes, develop collateral, and ultimately drive greater value realization.
• • Contributing to the creation of product documentation and training materials based on your key learnings and customer insights will be a valuable contribution to the team and the wider customer base.
• • This role offers a unique opportunity to bridge complex business and technical challenges, working with a powerful team dedicated to maximizing customer success and value with Sift’s innovative suite of solutions.
• • You will be empowered to address real-world opportunities and enable our customers to achieve their most ambitious goals.