Sr Customer Success Manager

ABOUT SINCH 

Sinch’s vision is to connect every business with every customer, everywhere in the world.  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!

DESCRIPTION

As a Senior Customer Success Manager, Strategic Accounts Voice, you will serve as the trusted commercial and technical advisor for Sinch’s largest enterprise voice customers. Reporting to the Director of Voice Customer Success or the Sr Director, Strategic Accounts Customer Success, you will own the day-to-day management of a portfolio of our most complex, high-impact accounts, combining solid voice technical knowledge with the executive presence and commercial acumen of a strategic account leader.

You will understand each customer’s business objectives and translate them into voice solutions that deliver measurable outcomes. You will proactively monitor account health, identify risks early, and act decisively to protect and grow the relationship, owning renewals and upsells and partnering with Sales on cross-sell opportunities. Your ability to orchestrate cross-functional teams, communicate at the C-level, and act as the voice of the customer inside Sinch will be critical to sustained client success and revenue growth.

This position is ideally suited to senior voice account leaders who bring deep command of enterprise complexity, can move seamlessly between technical dialogue and high-stakes commercial negotiation, and take true ownership of the client relationship—engaging directly on-site when the business demands it.

Core Competencies:

• Strategic Account Management: Own high-value relationships by aligning with each customer’s long-term goals, customizing tailored solutions, and driving mutual growth. Build trust at every level, with peer-level relationships across the customer organization and the experience and acumen to engage confidently with the C-suite.

• Voice Technical Acumen & Cross-Functional Problem Solving: Bring deep knowledge of SIP trunking, interconnect, and API integrations to understand the customer’s voice environment, frame technical issues clearly, and anticipate risks. Partner closely with the Technical Account Manager, Engineering, Network Operations, and Support to resolve technical problems, keeping the customer informed and owning the outcome from the customer’s perspective.

• Success Planning & Churn Prevention: Collaborate with customers to define and execute success plans tied to their desired outcomes. Examine customer health metrics, identify risks early, and implement mitigation plans that build loyalty, deliver continuous value, and protect retention.

• Negotiation: Lead contract negotiations, balancing customer satisfaction with Sinch’s commercial objectives and keeping the account owner informed throughout.

• Account Planning, Reporting & Governance: Own to the Client Account Plan and strategy for Voice services, review it regularly, and keep it current. Track and report on account performance, and prepare data and lead regular business reviews (e.g., QBRs) and strategic account reviews.

• Renewals & Growth: Own the renewal process for your accounts, from early planning through close, and own upsell opportunities. Identify cross-sell opportunities by understanding the customer’s business and account strategy deeply, and partner closely with Sales and account executives to validate, pursue, and close them.

• Stakeholder Alignment & Conversation Agility: Build consensus among internal and external stakeholders around shared goals, timelines, and deliverables. Adapt your style, tone, and message to the audience, from network engineers to executives, especially in high-pressure situations.

• Voice of the Customer: Gather customer feedback regularly and translate it into actionable insights that influence product, process, and service improvements.

REQUIREMENTS

• A minimum of 8 years with 12 years preferred, of related experience with a bachelor’s degree; or 6 years with a master’s degree; or equivalent experience.

• Proven track-record of success in customer success, account management, or technical account management for voice, telecom, or CPaaS in the technology sector.

• Strong working knowledge of SIP trunking, interconnect, and API integrations, with the ability to discuss them credibly with customer engineering teams and to work effectively with TAMs and technical teams to resolve issues.

• Proven track record of managing multiple complex, high-profile enterprise accounts simultaneously in a fast-paced environment, and of driving renewals, account growth, and customer loyalty.

• Exceptional relationship-building, communication, and negotiation skills, with the ability to present complex concepts clearly and persuasively to technical and executive audiences.

• Strong analytical and problem-solving abilities, with meticulous attention to detail.

• Strong leadership and mentoring skills, with the ability to inspire cross-functional teams and collaborate proactively across departments.

• Proficiency in written and spoken English.

• Willingness to travel and spend time on-site with customers as needed.

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: https://www.sinch.com/careers/. 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.

• TREAT YOURSELF: We offer discounts on retail, entertainment and more through our Reward+ program.

The estimated total annual on-target earnings (OTE) for this role are $155,000 - $193,750. The annual starting base salary for this position is $124,000 - $155,000. Factors that may affect starting pay within this range include geography/market, skills, education, experience, and other qualifications. In addition to base salary, this position is eligible to participate in the Company’s commission plan, with a target commission opportunity equal to 25% of annualized base salary, subject to the terms of the applicable commission plan. 

This role will be accepting applications until October 21, 2026 at a minimum. Please note that the application timeline may be flexible to accommodate a comprehensive candidate evaluation process.