Customer Success Manager III

🕒 May 19

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Sinch

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🔌 API

📡 Telecommunications

🤝 B2B

💰 $48.8M Post-IPO Debt - Sinch on 2024-09

API • Telecommunications • B2B

Sinch is a global communications platform (CPaaS) that provides APIs and applications for messaging, voice, email, verification, and conversational AI, along with network connectivity and telco services. It enables businesses to run marketing campaigns, send notifications and alerts, verify identities, and support customers across SMS, RCS, WhatsApp, email, and voice channels, backed by large-scale operator connections and infrastructure. Sinch serves enterprises and communication providers with scalable, secure messaging and voice infrastructure and developer-focused APIs and tools.

📋 Description

• Actively retain and renew customers by ensuring a positive experience throughout the life cycle • Regularly assess and monitor the overall health and satisfaction of the customer base • Proactively identify expansion opportunities - Support customers through the process for upgrading or adding additional requirements to existing contracts • Gather customer feedback and facilitate timely issue resolution • Be a key stakeholder and ‘Voice of the customer’ for product roadmap development • Respond promptly to Gainsight-driven call-to-actions, addressing risks and seizing opportunities within the customer base • Ownership of high touch / complex accounts • Ability to lead and deliver cross-functional special projects • Responsibility to onboard and support new team members • Act as a mentor and escalation point for junior team members • Drive initiatives that contribute to team growth, process improvement, and retention • Represent the team in internal stakeholder meetings or customer escalations as needed

🎯 Requirements

• Minimum of 3 years of experience in customer success roles, preferably in the SaaS and/or SMB space. • Strong understanding of the SaaS business model and familiarity with customer success methodologies and best practices. • Proven ability to overachieve KPI’s • Excellent analytical and problem-solving abilities, with proficiency in data analysis and using insights to drive business decisions. • A customer-centric approach with a deep commitment to delivering exceptional customer experiences and driving customer success. • Excellent communication and interpersonal skills to effectively collaborate with cross-functional teams and engage with customers. • Proven ability to lead and mentor a team, fostering a positive and performance-driven work culture. • Thrive in a dynamic environment, demonstrating adaptability, resilience, and a willingness to take initiative.

🏖️ Benefits

• Sinch Philippines Regional Benefits (including Perks and Benefits) • Coaching and career development support, including access to a range of online professional development courses. • Access to our Employee Assistance Program