Senior Manager - Customer Success

A seasoned professional with 8 years of experience serving as a strategic technical partner to enterprise clients, ensuring seamless solution delivery and long-term success. Adept at driving product adoption, translating complex challenges into clear strategies, and collaborating with Product, Engineering, and Sales to align solutions with customer needs.
Strong focus on improving CSAT, ARR, NRR, and CRR through customer insights, scalable initiatives, and structured feedback loops. Experienced in leading regional success programs, managing in-field engagements, delivering high-impact presentations, and representing the organization with professionalism.Proven ability to manage enterprise accounts across telecom, SaaS, and CPaaS, with strong commercial acumen, consultative growth skills, and the capability to work effectively in ambiguous environments while engaging confidently with executive stakeholders.

Sinch is a global leader in the growing market for Communication Platforms as a Service (CPaaS) and mobile customer engagement. We are specialists in allowing businesses to reach everyone on the planet, in seconds or less, through mobile messaging, email, voice, and video.

We reach every phone on earth. From the lifechanging to the timesaving, we're helping our customers to interact with people like never before. For you, that means working in an environment that offers an incredible variety of exciting challenges, and the chance to impact how billions of people engage with their favorite brands. The dream of personalizing content to all 15 billion phones on the planet is no fairy tale!

More than 150,000 businesses, including many of the world's largest companies and mobile operators, use Sinch's advanced technology platform to engage with their customers. Moreover, Sinch has been profitable and fast-growing since its foundation. Sinch's core values are Make it Happen, Dream Big, Keep it Simple and Win Together. These values describe how our global organization works and inspire every of our more than 5,000 employees across 55 different countries.

Senior Customer Success Manager

8 years of experience

Key result areas:

• Serve as the technical partner and trusted advisor to strategic clients, ensuring seamless solution delivery and long-term success.
• Drive adoption and expansion of services by translating complex challenges into actionable strategies.
• Collaborate with Product, Engineering, and Sales to align client needs with platform capabilities, enhancing customer lifetime value.
• Innovate around CSAT, ARR, NRR, and CRR improvement strategies, embedding voice-of-customer insights into operational execution.
  Implement feedback loops to elevate customer experience and influence roadmap decisions.
• Lead regional success initiatives, ensuring consistency in execution and measurable outcomes across teams.
• Be in-field and customer-facing-ready to conduct in-person meetings and represent Sinch with authenticity and professionalism.
• Deliver high-impact presentations that influence stakeholders and elevate customer trust.
• Identify and execute cross-sell and upsell opportunities within key accounts, driving mutual value and strategic growth.
• Proven track record of managing enterprise relationships in telecom, SaaS, CpaaS or customer engagement platforms.
• Skilled in navigating ambiguity with clarity and agility.
• Exceptional presentation and communication skills, with comfort in executive-level engagements.
• Commercially astute, with an eye for opportunity and consultative growth. Possesses a creative mindset to enhance metrics like CSAT, ARR, NRR, and CRR through scalable initiatives. Passionate about turning customer insights into transformational action.

Who are you:

• Experience working in SMS, WhatsApp, Email, Voice (Added advantage)
• Good Communication skills, Relationship building skills
• Presenting product information, addressing customer issues and helping the sales team with upsells
• Active listening, Customer service, Time management, Problem solving.
• Help company achieve higher customer satisfaction ratings through processes, data-driven reports and campaigns that maximize the value customers derive from our products.

Being you at Sinch:

• We're a worldwide group of people, committed to diversity. We're working to offer an increasingly inclusive workplace wherever you are. No matter who you are, you'll be able to explore new career and growth options - sharing your voice, building your path and making it happen with us.
• We're proud to be an equal opportunity employer, and all qualified applicants will be considered to join our team regardless of race, colour, religion, gender identity or expression, sexual orientation, pregnancy, disability, age, veteran status, and more.

Your life at Sinch:

• Being a Sincher is all about learning and being in pursuit of new challenges. Working in the offices, at home, or in a hybrid model, that means celebrating change and the unknown, rolling up your sleeves and seeing what impact you can have on the world. The only way is up, and you'll be reaching for the opportunities that match where you want to take your career. It's closer than you think.
• It's time to chase the answers, chase the challenges and chase the dream.

Are you ready? Join us on our journey!