Customer Success Manager III

Customer Success Manager III

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.

Core Competencies:

• 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.

Requirements:

• 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 collaboration: Atlanta, GA; Chicago, IL; San Antonio, TX; Denver, CO; Seattle, WA

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: 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.

The annual starting base salary for this position is $92,000 - $115,000. 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 June 25, 2026 at a minimum. Please note that the application timeline may be flexible to accommodate a comprehensive candidate evaluation process.