Customer Success Manager III

ABOUT SINCH

Sinch is pioneering the way the world communicates. More than 200,000 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!

As a Customer Success Manager III, you will serve as a strategic advisor and trusted partner to our most complex and high-value customers. You’ll lead the charge in long‑term success planning, aligning product capabilities with business outcomes to drive adoption, deliver value, and ensure sustained retention and growth. With a deep understanding of customer goals and a data‑driven approach, you’ll proactively manage account health and uncover opportunities that directly influence renewal and expansion strategies.

In this role, you’ll own executive‑level relationships, lead strategic business reviews and roadmap discussions, and navigate multi‑stakeholder environments to maintain alignment and momentum. You’ll collaborate cross‑functionally with Sales, Product, Marketing, Implementation, and Support to deliver a seamless, high‑impact customer experience, while continuously surfacing customer insights that shape internal priorities and improvements.

This is an ideal opportunity for a seasoned Customer Success / Account Management professional with strong business acumen, customer empathy, and a proactive mindset—someone who thrives in complex environments and is passionate about driving meaningful outcomes for both the customer and the business.

• Churn Prevention: The proactive identification and mitigation of risks that could lead to customer loss, focusing on building strong relationships, resolving pain points, and delivering continuous value to ensure customer satisfaction, loyalty, and retention.

• Success Planning: The process of collaboratively defining and executing a plan with customers to ensure they achieve their desired outcomes, leveraging your product or service to deliver maximum value and long‑term success.

• Stakeholder Alignment: The ability to build consensus and foster collaboration among internal and external stakeholders by ensuring all parties are informed, engaged, and aligned with shared goals, timelines, and deliverables in the sales and customer success process.

• Conversation Agility: The ability to adapt quickly and effectively during conversations, adjusting communication style, tone, and content to address client needs, steer discussions toward goals, and maintain engagement in dynamic or challenging situations.

• Resource Savvy: The ability to effectively navigate both human and system resources to simplify business complexities, guide stakeholders, and ensure successful outcomes. This includes acting as an autonomous connector between internal and external stakeholders, identifying the necessary tools, processes, and information to address business needs efficiently.

• A minimum of 5 years related experience in telecommunications, mobile messaging, or an adjacent technology field, with a bachelor's degree; or 3 years and a master's degree; or a PhD without experience; or equivalent industry experience.

• Proven success managing complex enterprise or mid‑market customer portfolios and leading high impact engagements.

• Strong understanding of customer lifecycle management, value realization frameworks, and success metrics.

• Excellent verbal and written communication and executive presence; comfortable interfacing with Director, VP, and C‑Level customer contacts.

• Experience working with CS platforms, CRM, and BI tools to drive decisions.

• Track record of driving both retention and expansion within a book of business.

• This role is primarily remote, but candidates must reside near one of our hub locations for occasional…