Senior Director, Customer Success

🔥 6 minutes ago

🇺🇸 United States – Remote

💵 $176.8k - $221k / 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

• Lead and develop Customer Success Directors and Strategic CSMs responsible for highest-value accounts • Own net revenue retention targets for the Strategic Accounts portfolio • Build and execute multi-year strategic account plans tied to customer business objectives • Serve as executive sponsor and senior escalation point for strategic customers • Build trusted relationships with C-level and senior customer stakeholders • Deploy a high-touch lifecycle model spanning onboarding, adoption, value realization, advocacy, renewal, and expansion • Support resolution of high-priority customer escalations with Customer Excellence, Product, and executive leadership • Shape deal strategy, contract renewals, and commercial expansion negotiations • Channel strategic customer insights into Product and Marketing to influence roadmap priorities • Build advocacy programs that increase NPS, referenceability, and brand champions • Standardize KPIs, tooling, and dashboards for forecast accuracy, visibility, and accountability • Recruit, coach, and retain top talent while creating career paths for strategic Customer Success professionals • Report to the SVP of Customer Success and collaborate with senior leaders in Sales, Product, Customer Excellence, and Marketing

🎯 Requirements

• Experience in senior leadership roles leading customer success, account management, or strategic account teams in a global or high-growth technology company • Proven track record delivering NRR, retention, and expansion results across large enterprise or strategic accounts • Experience building executive-level relationships with enterprise customers, including C-level engagement and complex escalation management • Strategic planning and execution expertise, including multi-year account planning across global segments and verticals • Experience leading and scaling teams of managers and individual contributors • Strong coaching and talent development skills • Strong commercial acumen, including renewals, expansion, and contract negotiations • Proficiency in CS and CRM platforms, reporting, automation, and data analytics tools • Strong cross-functional collaboration with senior leaders across Sales, Product, Support, Marketing, and Finance • Outstanding executive presence, storytelling ability, and customer advocacy experience • Track record of leading change management and organizational improvement • Experience in CPaaS, communications, SaaS, or usage-based business models preferred • Bachelor's degree required; MBA or equivalent preferred

🏖️ Benefits

• Comprehensive medical, dental, and vision plans • Supplemental plans including telehealth access for all participants • Free virtual counselling resources through a global Employee Assistance Program • Roth and Pre-tax 401(k) options with employer match • Generous paid time off program • 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