Customer Success Manager II

Customer Success Manager II

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 II, you will take ownership of a portfolio of customers with increasing complexity and strategic value, acting as a key partner in their long-term success. Through proactive engagement, strategic planning, and a deep understanding of customer goals, you'll drive product adoption, enable value realization, and foster strong, trust-based relationships that support retention and growth.

In this role, you'll collaborate cross-functionally with Sales, Product, Support, and Implementation teams to deliver a seamless and outcomes-focused customer experience. You'll guide customers through best messaging practices and tailored use cases, lead onboarding transitions and business reviews, and maintain strategic success plans that align our solutions with their evolving needs. You'll also play a critical role in identifying and mitigating churn risks, surfacing customer feedback to influence internal strategy, and supporting expansion opportunities through thoughtful, consultative engagement.

This role is ideal for a Customer Success / Account Management professional with a strong foundation in customer relationship management, ready to take on strategic work across a diverse and high-impact customer base.

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.
• Building Customer Relationships: The strategic development of trust-based, long-term connections with customers through consistent engagement, empathy, and proactive personalized support, driving loyalty and mutual value.
• Success Planning: The process of collaboratively defining and proactively 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.
• 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 bachelor's degree and a minimum of 2 years of related experience in telecommunications, mobile messaging, or an adjacent technology field; or an advanced degree without experience; or equivalent industry work experience.
• Strong interpersonal skills with the ability to build rapport, manage expectations, and guide customer conversations with empathy and confidence.
• Excellent verbal and written communication.
• Working knowledge of Customer Success platforms, CRM tools, and collaboration tools.
• Familiarity with customer lifecycle management, usage data interpretation, and account planning.
• Proven ability to work cross-functionally and manage multiple priorities across a portfolio of customers.
• 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 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.

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 counseling 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 $65,600 $82,000. 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.