Customer Success Manager III

🕒 September 22

🇵🇭 Philippines – Remote

⏳ Contract/Temporary

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

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Sinch

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

📦 Logistics

📣 Marketing

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

Consulting • Logistics • Marketing

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

• Execute Sinch’s strategic legacy API deprecation project • Act as a trusted advisor to business customers • Guide customers off legacy, end-of-life API integrations and onboard them onto the Engage REST API or transition them to app.sinch.com • Conduct proactive discovery calls with technical and business stakeholders • Understand customers’ API implementations, technology stacks, and transition timelines • Use modern AI tools to troubleshoot and work through technical solutions with customers • Present the benefits of modernizing onto Sinch’s latest platforms • Address objections regarding development effort, platform timing, and cost • Provide flexible migration pathways, workarounds, and commercial incentives • Track customer migration lifecycles across CRM and project tracking tools • Ensure milestones including notice sent, discovery call, staging test, and full cutover are achieved before API sunset deadlines • Partner with Customer Success teams, Tier 2/3 Support Engineers, and Product Managers to resolve technical roadblocks and escalate critical account requirements • Report to the Director, Customer Support (Applications)

🎯 Requirements

• 4+ years in Customer Success, Account Management, Technical Account Management, or Technical Support (Tier 2/3) within a SaaS, Telecommunications, or Developer API environment • Proven track record of leading structured discovery calls, asking probing business and technical questions, and uncovering core operational risks • Strong commercial acumen and resilience in leading challenging customer conversations, de-escalating churn risks, and re-framing forced migrations into value-add upgrades • Working familiarity with basic REST API concepts, webhooks, HTTP status codes, and software development lifecycles • No coding required, but must communicate comfortably with developers • Disciplined organizational skills with experience managing high-volume customer portfolios against strict deadlines • Technical capability will be evaluated via an assessment during the interview process

🏖️ Benefits

• Company-provided laptop • Favorable pricing structures, enhanced security and SLA guarantees, and rich conversational messaging features are presented as platform benefits for customers, not employee compensation, so excluded

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