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Sift is seeking a Technical Account Manager to serve as the embedded technical expert for strategic and premium customer accounts. This role operates as a technical diagnostician first—you'll read workflows, analyze labeling practices, observe score behavior, and catch technical drift before it escalates. You'll build deep familiarity with each customer's implementation, architecture, and roadmap, translating complex technical findings into business value stories for both hands-on engineers and executive stakeholders.
You'll work in close partnership with Customer Success Managers (CSMs), never in a silo. Your responsibilities include:
- Serve as the named, persistent technical partner for a portfolio of strategic and premium accounts, collaborating closely with the paired CSM.
- Build and maintain technical success plans for each account, translating diagnostics into clear business value stories and executive roadmaps.
- Diagnose and guide customers on best practices for workflow design, labeling strategy, and configuration hygiene, leveraging pattern recognition across your book of business.
- Own implementation continuity after go-live, ensuring deep account context survives the onboarding handoff and technical drift is caught early.
- Run recurring technical health reviews and diagnostic readouts with the CSM, surfacing risks early and turning observations into actionable optimization plans.
- Help customers navigate model releases with confidence, analyzing score behavior changes and articulating business impact.
- Operationalize fraud strategy and vertical recommendations inside the customer's Sift environment, demonstrating tangible business impact.
- Coordinate technical diagnostic and mitigation response during active fraud attacks, orchestrating Support, Customer Engineering, and Product while keeping the CSM and customer informed.
- Act as the voice of the customer internally, spotting recurring technical patterns, feature requests, and workflow trends across your book of business and feeding them to Product and Engineering.
- Contribute to account retention and growth by catching technical risk early, keeping accounts model-release ready, and cutting down repeat issues.
REQUIREMENTS:
- 5+ years in a technical, customer-facing role (Technical Account Management, Solutions Engineering, Implementation, or Technical Support)
- Prior experience in fraud or payments
- Strong pattern recognition skills across APIs, webhooks, JSON, and data logs; ability to observe system behaviors, identify subtle anomalies, and diagnose root causes
- Working SQL and data analysis skills, or ability to quickly develop them
- Familiarity with scripting languages (Python is a plus)
- Ability to translate technical detail into business impact for both engineers and non-technical stakeholders
- Structured, proactive approach to account health
- Comfort operating under pressure during live incidents with clear, calm communication
- Strong cross-functional instincts and ability to coordinate across Support, Customer Engineering, TASA, and Product
- Familiarity with machine learning concepts to explain model behavior and score changes
- Experience running formal technical health reviews, QBR-style technical readouts, or success planning cadences
