SVP, Customer Success

Job not on LinkedIn

🕒 April 14

⛰️ Colorado, Illinois, +1 more states – Remote

⛰️ Colorado – Remote 🌽 Illinois – Remote 🤠 Texas – Remote

💵 $248k - $311k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

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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

• Own Gross Revenue Retention (GRR), Net Revenue Retention (NRR), churn, and expansion performance. • Deliver consistent upsell and cross-sell across the full Sinch portfolio. • Partner closely with Sales, Product, and Finance to forecast and deliver regional revenue targets. • Lead transformation from reactive account management to proactive value realization and growth. • Lead, develop, and scale a 100-person CS organization including senior leaders, managers, and individual contributors. • Build a performance culture anchored in accountability, transparency, and execution. • Define clear segmentation strategy (enterprise, mid-market, digital/tech-touch). • Ensure optimal specialist vs. generalist coverage model aligned to growth priorities. • Standardize and accelerate onboarding, adoption, value realization, renewal, and expansion motions. • Drive customer health scoring rigor and data-driven interventions. • Reduce time-to-value and improve adoption of high-growth products (Email, Messaging APIs, etc.). • Elevate executive engagement with strategic and high-growth accounts. • Own the design, execution, and strategic impact of Sinch N.America Customer Advisory Board. • Curate executive-level participation from priority enterprise customers. • Leverage CAB insights to influence product roadmap, GTM strategy, and portfolio priorities. • Ensure CAB outcomes translate into measurable commercial impact (retention, expansion, advocacy). • Act as an executive sponsor for key strategic accounts and deepen C-suite relationships. • Implement clear KPIs, dashboards, forecasting discipline, and pipeline visibility for renewals and expansion. • Ensure strict CRM hygiene, data integrity, and revenue attribution discipline. • Drive productivity, coverage ratios, and cost efficiency across the CS organization. • Partner with RevOps to build scalable, system-driven processes. • Leverage customer success platforms (Gainsight) and CRM tools to operationalize customer health, renewal forecasting, and expansion tracking. • Act as the voice of the customer internally. • Provide structured feedback loops into Product and Marketing. • Partner with Sales leadership to ensure seamless handoffs and shared revenue accountability. • Collaborate with Finance on budgeting, resource allocation, and ROI analysis.

🎯 Requirements

• 10+ years of experience in SaaS, CPaaS, or enterprise technology businesses. • Proven executive leadership of large, multi-layered Customer Success or Account Management organizations (75+ employees). • Demonstrated track record of delivering double-digit NRR and reducing churn in complex enterprise environments. • Deep hands-on experience with CRM and customer success platforms, including Salesforce (renewal forecasting, pipeline discipline, data governance) and Gainsight (health scoring, lifecycle orchestration, adoption analytics). • Experience building and leading executive-level Customer Advisory Boards or structured customer governance programs. • Strong commercial acumen with clear ownership of revenue outcomes. • Deep operational discipline and comfort leading through metrics and systems.

🏖️ 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.