Sr Dir, Customer Success at Sinch

Job description

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 At Sinch, we put our customers at the center of everything we do. As Senior Director of Customer Success for Strategic Accounts, you will own the success, retention, and growth of Sinch's largest customer relationships. This leadership role carries accountability for net revenue retention, expansion, and executive-level advocacy across a portfolio of strategic accounts, delivering outcomes that fuel business growth and deepen partnerships at scale. You will lead a team of Customer Success leaders and Strategic CSMs, report to the SVP of Customer Success, and collaborate closely with senior leaders in Sales, Product, Customer Excellence, and Marketing to deliver an exceptional, unified experience for our largest customers from onboarding through expansion. Key Responsibilities: • Lead and develop a team of Customer Success Directors and Strategic CSMs responsible for Sinch's highest-value accounts. Own net revenue retention targets for the Strategic Accounts portfolio. • Build and execute multi-year strategic account plans that tie Sinch's solutions to each customer's business objectives, with clear success metrics, executive sponsors, and growth pathways. • Serve as the executive sponsor and senior escalation point for strategic customers, building trusted relationships with customer C-level and senior stakeholders. • Deploy a high-touch lifecycle model for strategic accounts covering onboarding, adoption, value realization, advocacy, renewal, and expansion with tailored playbooks for complex, multi-product, multi-region customers. • Support the resolution of high-priority customer escalations quickly and effectively, following the lead of Customer Excellence and collaborating with Product, and executive leadership. • Shape deal strategy, contract renewals, and commercial expansion negotiations for strategic accounts, including usage and consumption-based revenue models. • Channel strategic customer insights into Product and Marketing to influence roadmap priorities, and build advocacy programs that increase NPS, reference ability, and brand champions among key accounts. • Standardize KPIs, tooling, and dashboards for the Strategic Accounts team to ensure forecast accuracy, visibility, and accountability. • Build a high-performance culture by recruiting, coaching, and retaining top talent, and by creating clear career paths for strategic CS professionals. • REQUIREMENTS • Experience in senior leadership roles, leading customer success, account management, or strategic account teams in a global or high-growth technology company. • Proven track record of delivering NRR, retention, and expansion results across a portfolio of large enterprise or strategic accounts. • Experience building and managing executive-level relationships with enterprise customers, including C-level engagement and complex escalation management. • Strategic planning and execution expertise, including multi-year account planning across global segments and verticals. • Experience leading and scaling teams of managers and individual contributors, with strong coaching and talent development skills. • Strong commercial acumen, including experience partnering with Sales on renewals, expansion, and contract negotiations. • Proficiency in CS and CRM platforms, reporting, automation, and data analytics tools. • Strong cross-functional collaboration with senior leaders across Sales, Product, Support, Marketing, and Finance. • Outstanding executive presence, storytelling ability, and customer advocacy experience. • Track record of leading change management and organizational improvement. • Experience in CPaaS , communications, SaaS, or usage-based business models preferred. • Bachelor's degree required; MBA or equivalent preferred. 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: sinch.com . 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 $221,000 - $276,250. The annual starting base salary for this position is $176,800 - $221,000. 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 accom modate a comprehensive candidate evaluation process.

Requirements

Must-haves

Lead and develop a team of Customer Success Directors and Strategic CSMs responsible for Sinch's highest-value accounts. Own net revenue retention targets for the Strategic Accounts portfolio.
Build and execute multi-year strategic account plans that tie Sinch's solutions to each customer's business objectives, with clear success metrics, executive sponsors, and growth pathways.
Serve as the executive sponsor and senior escalation point for strategic customers, building trusted relationships with customer C-level and senior stakeholders.
Deploy a high-touch lifecycle model for strategic accounts covering onboarding, adoption, value realization, advocacy, renewal, and expansion with tailored playbooks for complex, multi-product, multi-region customers.
Support the resolution of high-priority customer escalations quickly and effectively, following the lead of Customer Excellence and collaborating with Product, and executive leadership.
Shape deal strategy, contract renewals, and commercial expansion negotiations for strategic accounts, including usage and consumption-based revenue models.
Channel strategic customer insights into Product and Marketing to influence roadmap priorities, and build advocacy programs that increase NPS, reference ability, and brand champions among key accounts.
Standardize KPIs, tooling, and dashboards for the Strategic Accounts team to ensure forecast accuracy, visibility, and accountability.
Build a high-performance culture by recruiting, coaching, and retaining top talent, and by creating clear career paths for strategic CS professionals.
Experience in senior leadership roles, leading customer success, account management, or strategic account teams in a global or high-growth technology company.
Proven track record of delivering NRR, retention, and expansion results across a portfolio of large enterprise or strategic accounts.
Experience building and managing executive-level relationships with enterprise customers, including C-level engagement and complex escalation management.
Strategic planning and execution expertise, including multi-year account planning across global segments and verticals.
Experience leading and scaling teams of managers and individual contributors, with strong coaching and talent development skills.
Strong commercial acumen, including experience partnering with Sales on renewals, expansion, and contract negotiations.
Proficiency in CS and CRM platforms, reporting, automation, and data analytics tools.
Strong cross-functional collaboration with senior leaders across Sales, Product, Support, Marketing, and Finance.
Outstanding executive presence, storytelling ability, and customer advocacy experience.
Track record of leading change management and organizational improvement.

Nice-to-haves

Experience in CPaaS , communications, SaaS, or usage-based business models preferred.
Bachelor's degree required; MBA or equivalent preferred.

Application prep

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Keywords to mirror

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Effort: medium

Benefits

Benefits detected in the listing.

Dental

Vision

401(K)

Paid Time Off

Parental Leave