SVP, Customer Success

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🕒 vor 1 Monat

⛰️ Colorado, Illinois, +1 weitere Bundesländer – Remote

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

💵 $248.000 - $311.000 / Jahr

⏰ Vollzeit

🔴 Experte

🏆 Customer Success

🦅 H1B-Visum-Sponsor

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Sinch

WebsiteLinkedInAlle Stellen

1001 - 5000 Mitarbeiter

🔌 API

📡 Telekommunikation

🤝 B2B

💰 €48.845.918 Post-IPO Debt - Sinch im 2024-09

API • Telecommunications • B2B

SH ist ein brasilianischer Anbieter von Schalungen, Gerüsten, Abstützungen und Zugangsausrüstungen für Bauprojekte. Das Unternehmen bietet Verkauf, Vermietung, Ingenieurwesen/Projektplanung, technischen Support, Logistik und E-Commerce in ganz Brasilien und Paraguay an. Das Unternehmen liefert Aluminium- und Stahlschalungstafeln, Metallstützen, Gerüste, Zubehör und Ersatzteile und bietet digitale Entscheidungshilfen, Kataloge und praktische Unterstützung für Wohn-, Industrie- und Infrastrukturprojekte.

Beschreibung

• 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.

🎯 Anforderungen

• 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.

🏖️ Vorteile

• 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.