Senior Customer Success Manager

Sinch is currently transforming Customer Success Function and has expanded the team to now include Customer Success Managers and Senior Customer Success Managers in Asia responsible for a named set of Enterprise Accounts. Customer Success is a proactive function that ensures customers receive value from a product.

They will work with a portfolio of high value customers, getting to know their business goals and communication objectives to uncover ways to grow their use of our products. The CSMs work to reduce churn by using data on customer behaviour to intervene when usage changes, and by removing friction or increasing customers’ understanding of the benefits of Sinch products and services. Customer Success will be responsible for customer health and baseline GP maintenance of customers, protecting the install base and enabling additional expansion opportunities.

Ultimately, you will ensure an exceptional engagement experience is provided for every prospective customer.

How success will be measured

• Portfolio GP
• Churn
• Net retention of portfolio Volume and $$
• Upsell/cross sell Volume and $$

What do you do in the role?

• Customer Relationship Management: Cultivate strong relationships within the assigned account base, including C levels executives
• Account Planning: Collaborate to develop a strategic plan aligned with customer objectives and goals
• Customer Health Maintenance: Monitoring customer satisfaction via business reviews, adoption to prevent churn / mitigate churn risk
• Customer Retention: Actively retain and renew customers by ensuring a positive experience throughout the life cycle
• Customer Health Monitoring: Regularly assess and monitor the overall health and satisfaction of the customer
• Identify Expansion Opportunities: Proactively identify expansion opportunities - Support customer through the process for upgrading or adding additional requirements to existing contract
• Contract Renewals: Support customer through renewal process via strategic meetings, emails, and other support methods
• Facilitate Issue Resolution: Gather customer feedback and facilitate timely issue resolution

Requirements

• Experience: Minimum of 10 years of experience in Customer Success roles, preferably in the SaaS and/or Enterprise space.
• SaaS Knowledge: Strong understanding of the SaaS business model and familiarity with customer success methodologies and best practices.
• Performance: Proven ability to overachieve KPI’s
• Analytical Skills: Excellent analytical and problem-solving abilities, with proficiency in data analysis and using insights to drive business decisions.
• Customer-Centric Mindset: A customer-centric approach with a deep commitment to delivering exceptional customer experiences and driving customer success.
• Communication: Excellent communication and interpersonal skills to effectively collaborate with cross-functional teams and engage with customers.
• Leadership: Proven ability to lead and mentor a team, fostering a positive and performance-driven work culture.
• Growth Mindset: Thrive in a dynamic environment, demonstrating adaptability, resilience, and willingness to take initiative.

Sinch SaaS Values

• Dream Big - We make the impossible possible by dreaming big to solve our customers’ problems and improve their businesses. Great things happen when we dare to challenge the status quo and find creative new ways to wow them. Driven by curiosity, we believe there is no such thing as failure, only continuous learning and development. Having big, crazy, ambitious goals drives our success.

• Win Together - Great teams work faster and better together – creating meaningful impact for customers. Together as one global team, in close collaboration with our customers, we embrace diversity, meritocracy, and care about every single individual. We build trust through open and honest relationships. It’s all about the team: being inclusive, respectful, and sharing our knowledge to empower all for personal growth. We collaborate, have fun, and are stronger together.

• Keep it Simple - Sinch means simple and easy. It’s how we want customers to feel when dealing with us: uncomplicated, down-to-earth, and useful. Things stay simple when you are honest, open, and act with integrity. Cut the fluff and talk straight! This also means spending our time and money wisely on things that really matter. Eyes on the horizon, feet on the ground.

• Make it Happen - We make things happen and make them matter – for our customers and the world. We are “doers” who value getting results and don’t overthink matters. We stay accountable for our actions, apply the highest ethical standards to set ourselves apart, and always deliver. If we’re not making an impact, we rethink the approach. Structure helps us; bureaucracy and excuses do not. No putting things off – let’s get it done now.

Benefits

• Private Health Insurance
• Paid Time Off
• Work From Home
• Training & Development
• Performance Bonus