Job Description ABOUT SINCH Sinch is pioneering the way the world communicates. More than 150,000 businesses - including Google, Uber, Paypal, Visa, Tinder, and many others - rely on Sinch's Customer Communications Cloud to power engaging customer experiences through mobile messaging, voice, and email.
Whether you need to verify users or craft omnichannel campaigns, Sinch makes it easy. Our AI-infused Super Network, APIs, and applications ensure you can connect with your customers reliably and securely, at every step of their journey.
At Sinch we "Dream Big", "Win Together", "Keep it simple", and "Make it Happen". These values are our foundation!
DESCRIPTION We are seeking a Customer Success Manager with experience working with Large enterprises and a strong track record of success. This hybrid role merges strategic account leadership with hands-on customer success management, focusing on both nurturing existing relationships and driving new business growth.
As a Customer Success Manager, you will function as a trusted client partner, developing a strong understanding of our clients' business objectives and identifying opportunities to meet those objectives with a mix of technology and professional services. You will be responsible for managing your own portfolio of high-profile accounts as an Individual Contributor, while also cultivating and maintaining client relationships to expand account revenue and drive new business. The ideal candidate is an analytical thinker with a consultative approach, skilled in both strategic business development and detailed client relationship management.
Your Impact & Responsibilities - Lead and direct a set of accounts ensuring team health, quality of delivery, high client satisfaction, profitability, and financial growth. Plan and strategize at a senior level. Able to uncover pain points and opportunities.
- Lead and direct conversations about compliance in messaging, understanding client use cases and industry trends
- Develop a strong understanding of client account configurations and be able to support or execute configuration updates in collaboration with technical teams.
- Be measured by client satisfaction and account growth according to set targets.
- Develop, maintain and expand strong relationships with existing clients, acting as their primary touchpoint and trusted advisor
- Promote deeper product usage by creating clear, value-driven use cases
- Track customer health metrics, proactively addressing issues to ensure satisfaction and retention.
- Provide ongoing support, insights, and recommendations to improve service adoption and profitability.
- Accurately forecast business performance and maintain CRM data in Salesforce.
REQUIREMENTS - Bachelor's degree required; master's degree preferred.
- Ability to bridge technical and business contexts, understanding configuration details and collaborating effectively with product or engineering teams
- 5 years of experience in Enterprise Account Management or Customer Success, managing relationships with senior stakeholders
- Experience in CPaaS, SaaS, or other enterprise technology sales environments preferred.
- Working knowledge of messaging, telecommunications, and/or enterprise software solutions.
- Proven ability to develop and execute account strategies that strengthen customer relationships and drive business growth.
- Demonstrated success in communicating complex information clearly and persuasively to diverse audiences.
- Ability to work independently, prioritize effectively, and deliver results in a fast-paced environment.
- Fluency in English required.
- Willingness to travel up to 15%.
OUR HIRING PROCESS We are committed to ensuring a recruitment process that is fair, objective, consistent, and inclusive. Our approach includes structured, competency-based interviews designed to evaluate your skills, experience, and qualifications relevant to the role. At times, we may include a data-driven assessment to enhance our hiring success and identify candidates likely to excel.
We believe in a two-way process and encourage you to ask questions throughout the journey. If this role isn't what you're looking for, please explore the other opportunities listed on our career page: No matter who you are, we hope you find an exciting path forward - hopefully with us!
Benefits - STAY HEALTHY: We offer comprehensive market competitive medical, dental, and vision plans. A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants.
- CARE FOR YOURSELF: Take advantage of our free virtual counselling resources through our global Employee Assistance Program. Your mental health is as important as your physical health.
- SECURE YOUR FUTURE: Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants.
- TAKE A BREAK: Enjoy a generous paid time off program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.
- PUT FAMILY FIRST: We know that families can be built in a variety of ways; therefore, we offer paid parental leave and family planning support.
- WORK WHEREVER: Our flexible remote work offerings allow you to work wherever you are the most productive and successful. It is what you do, not where you work, that matters.
- MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice.
The annual starting salary for this position is $80,000 - $120,000. Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications. This position is eligible for commissions in accordance with the terms of the Company's plan. This role will be accepting applications until December 8th, 2025 at a minimum. Please note that the application timeline may be flexible to accommodate a comprehensive candidate evaluation.
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