Sift

Manager

• Own a portfolio of scale and mid‑market renewal opportunities, driving an organized, timely, and predictable renewal cadence.
• Serve as the commercial point of contact for renewal cycles, partnering with Customer Success and Sales to align on value, usage, and risk.
• Conduct internal health checks ahead of renewal milestones, including product usage review, contract terms, pricing, and open issues.
• Proactively identify risk and expansion opportunities within your book of business and flag to internal stakeholders with clear recommendations.
• Maintain accurate opportunity stages, close dates, and forecast amounts in Salesforce (SFDC).
• Ensure strong data hygiene, including complete fields, contact roles, and detailed notes that support reporting and executive visibility.
• Support quote creation and order form generation using CPQ or other quoting tools, in alignment with pricing, discount, and approvals policies.
• Coordinate with Legal/Deal Desk to standardize and streamline legacy contracts.
• Prepare and route agreements via DocuSign or similar e‑signature tools, tracking status to ensure on‑time execution.
• Act as a primary contact for renewal‑related customer questionnaires, including vendor risk/security reviews, commercial and product questionnaires, and procurement forms.
• Collaborate with Security, Legal, and other internal teams to compile accurate, timely responses that support successful vendor assessments and renewals.
• Develop a working understanding of customer configurations, APIs, and data flows.
• Explore and pilot AI-driven tools and workflows to manage the renewal base at scale.
• Collaborate closely with Sales, Customer Success, Deal Desk, Legal, RevOps, Finance, and Product to improve customer experience.

Renewals Manager

Customer Success Manager

• Understanding the customer’s business: Identify and address business and technical challenges, owning the entire process. This includes the relationship, project management & communication of issues and solutions.
• Demonstrating the value Sift is providing: Through strategic business reviews and consultative conversations, you are able to show that Sift is providing value to our customers. Gaining alignment with our customers regarding the value Sift is providing is a top priority.
• Being a Sift product expert: Build and maintain a deep understanding of Sift’s product offerings. Find, distill, and share best practices across your customers. Take a first pass at debugging issues and making recommendations for better integrations (our Solutions Engineers will be around to help!).
• Being a customer advocate: As the owner of your book of business, you are the champion and represent customers internally. Provide feedback and find ways to improve the customer’s experience through processes and collateral, driving value realization for your customers.
• Contribute to product documentation training with key learnings and best practices.

Customer Support

• Troubleshoot Incidents: Investigate and resolve product-related incidents to full resolution or escalate them through appropriate channels when necessary.
• Incident Queue Management: Maintain an individual incident queue, ensuring timely and accurate updates and communications with both customers and internal resources.
• Customer Engagement: Answer customer inquiries, engage in discussions with customers on Sifters (our online customer community), and assist them in finding solutions to their challenges.
• Knowledge Base Articles: Contribute to the development of customer-facing knowledge base articles to empower customers with self-help resources.
• Cross-function Collaboration: Collaborate with customers, CSMs (Customer Success Managers), Product, and Engineering teams to resolve inquiries, clarify technical issues, and oversee escalated cases to completion
• Data Pulls: Provide support for custom data pull requests, leveraging SQL/Snowflake and Python skills for advanced customer needs

Renewals Manager

Customer Success Manager

Senior Customer Support Specialist