Senior Customer Success Manager

🔥 6 minutes ago

☕ Washington – Remote

☕ Washington – Remote

💵 $124k - $155k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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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

• Serve as trusted commercial and technical advisor for Sinch’s largest enterprise voice customers • Own day-to-day management of a portfolio of complex, high-impact accounts • Translate customer business objectives into voice solutions delivering measurable outcomes • Monitor account health, identify risks, and implement mitigation plans • Own renewals and upsells and partner with Sales on cross-sell opportunities • Orchestrate cross-functional teams across Technical Account Management, Engineering, Network Operations, and Support • Resolve technical problems and own outcomes from the customer’s perspective • Lead contract negotiations • Own and regularly update Client Account Plans and Voice services strategy • Track and report account performance • Prepare data and lead QBRs and strategic account reviews • Build consensus among internal and external stakeholders • Gather customer feedback and translate it into product, process, and service improvements • Report to the Director of Voice Customer Success or Senior Director, Strategic Accounts Customer Success

🎯 Requirements

• Minimum of 8 years of related experience; 12 years preferred • Bachelor’s degree with 8 years minimum experience, or master’s degree with 6 years of experience, or equivalent experience • Experience in customer success, account management, or technical account management for voice, telecom, or CPaaS in the technology sector • Strong working knowledge of SIP trunking, interconnect, and API integrations • Experience managing multiple complex, high-profile enterprise accounts simultaneously • Track record of driving renewals, account growth, and customer loyalty • Exceptional relationship-building, communication, and negotiation skills • Ability to present complex concepts clearly to technical and executive audiences • Strong analytical and problem-solving abilities with meticulous attention to detail • Strong leadership and mentoring skills • Proficiency in written and spoken English • Willingness to travel and spend time on-site with customers as needed

🏖️ Benefits

• Comprehensive medical, dental, and vision plans • Supplemental plans including telehealth access • Free virtual counselling through a global Employee Assistance Program • Roth and Pre-tax 401(k) options with employer match • Generous paid time off • Paid parental leave and family planning support • Flexible remote work offerings • Paid time off for volunteering • Reward+ discounts on retail, entertainment, and more • Commission plan with a target commission opportunity equal to 25% of annualized base salary