About The Role
Sift is hiring a Senior Account Operations Manager to own a portfolio of customer accounts and serve as the primary commercial point of contact across the full quote-to-cash lifecycle. This role sits within the Field Finance Operations organization, and provides customer account ownership and contract support across enterprise, mid-market, and scale segments.
This role is designed for a strong operator who can manage renewals with rigor, guide customers through commercial and contractual matters, and deliver a seamless customer experience from account review and outreach through quoting, negotiation, execution, and close.
The Senior Account Operations Manager will also help customers navigate product-related needs through the right channels, including Support and, where appropriate, Professional Services. This person should be highly comfortable with product usage data, account health review, contract and pricing mechanics, and cross-functional coordination. We are also looking for a technology-forward candidate who can build on Sift's AI adoption efforts to improve and automate manual processes and strengthen customer health approaches for unmanaged accounts at scale.
Key Responsibilities
Customer Account Ownership and Renewal Management
- Own a portfolio of customer accounts and act as the main commercial point of contact for unmanaged and scaled accounts, ensuring a smooth, timely, and predictable renewal experience.
- Manage the full renewal cadence, including internal health checks, usage-to-contract review, support ticket review, customer outreach, renewal recommendations, renewal drafting, and signature path management.
- Drive timely renewals and protect net retention of customer CARR through disciplined forecasting, proactive outreach, risk identification, and clear close plans.
- Maintain strong account hygiene in Salesforce, including opportunity stages, close dates, forecast amounts, notes, contacts, and other fields required for reporting and executive visibility.
Quote-to-Cash and Commercial Operations
- Manage the end-to-end quote-to-cash process for your book of business, from account review and commercial discovery through quoting, order form generation, negotiation support, signature routing, and opportunity close.
- Support quote creation and order form generation in alignment with Sift pricing, discounting, and approvals policies.
- Partner with Deal Desk, Legal, RevOps, Finance, and Sales to streamline customer contracting, standardize legacy terms where possible, and reduce friction in the renewal and amendment process.
- Prepare and route agreements through DocuSign or similar signature tools and actively manage documents to on-time execution.
Customer Guidance and Product Alignment
- Help customers navigate product-related questions and operational needs by directing them to the right resources, including Customer Support and Professional Services when appropriate.
- Develop and maintain a strong working knowledge of Sift products, product changes, roadmap themes, and customer configurations so you can explain relevant developments clearly and connect customers to the right next step.
- Use product usage, contract structure, and account context to identify renewal risk, optimization opportunities, and appropriate recommendations, including services opportunities where they can improve customer outcomes.
Operational Scale, AI, and Continuous Improvement
- Improve how Sift manages accounts at scale by introducing better tooling, automation, playbooks, and AI-assisted workflows for health reviews, outreach, summaries, contract comparison, and prioritization.
- Help evolve customer health approaches and manual account management processes into more standardized, scalable operating models.
- Provide structured feedback to internal teams on customer trends, pricing and packaging patterns, product adoption, and friction points that affect retention and customer experience.
- Participate in testing and QA of new tools and workflows that impact customer renewals, account management, and operational effectiveness.
Qualifications
Minimum Requirements
- Bachelor's degree preferred; equivalent experience will also be considered.
- 5+ years of experience in account operations, renewals, deal desk, sales operations, customer commercial operations, or a similar role, ideally in B2B SaaS.
- Demonstrated experience managing the full customer renewal or commercial lifecycle, including quoting, order forms, contract execution, forecasting, and opportunity close.
- Strong working knowledge of SaaS commercial constructs, including subscriptions, usage-based pricing, order forms, amendments, MSAs, and renewal processes.
- Hands-on experience in Salesforce and strong discipline around data hygiene, account records, opportunity management, and reporting support.
- Strong written and verbal communication skills, with the ability to explain product, commercial, and process concepts clearly to customers and internal stakeholders.
- Proven ability to work cross-functionally with Support, Professional Services, Sales, Customer Success, Deal Desk, Legal, RevOps, Finance, and Product.
- Comfort working with product usage data, APIs, account health signals, and customer configuration details to inform strategy and outreach.
- Strong systems orientation and enthusiasm for AI-driven process improvement, workflow automation, and scalable operating models.
Key Attributes for Success
- Customer-minded, while still able to drive clarity, standardization, and timely execution.
- Highly organized and detail-oriented, with strong commercial judgment and follow-through.
- Analytical and curious, with the ability to turn usage and account data into practical action.
- Collaborative and low-ego, with a strong instinct for pulling in the right teams at the right time.
- Process-oriented and change-forward, with an interest in AI and automation as force multipliers for customer health and retention.
- Motivated by retention, customer outcomes, and continuous improvement in how Sift serves accounts at scale.
Nice to Have
- Experience supporting unmanaged, pooled, or scaled SaaS customer books of business.
- Experience identifying and positioning Professional Services or similar value-added service offerings as part of account strategy.
- Experience helping operational teams adopt AI tools, workflow automation, or process redesign in customer-facing environments.
- Experience in a high-growth company where processes, tools, and account models continue to evolve.
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