Customer Success Manager III

Sinch • Atlanta, GA

10h • $92,000 - $115,000 • Remote

About The Position

As a Customer Success Manager III, you will serve as a strategic advisor and trusted partner to our most complex and high-value customers. You’ll lead the charge in long-term success planning, aligning product capabilities with business outcomes to drive adoption, deliver value, and ensure sustained retention and growth. With a deep understanding of customer goals and a data-driven approach, you’ll proactively manage account health and uncover opportunities that directly influence renewal and expansion strategies. In this role, you’ll own executive-level relationships, lead strategic business reviews and roadmap discussions, and navigate multi-stakeholder environments to maintain alignment and momentum. You’ll collaborate cross-functionally with Sales, Product, Marketing, Implementation, and Support to deliver a seamless, high-impact customer experience, while continuously surfacing customer insights that shape internal priorities and improvements. This is an ideal opportunity for a seasoned Customer Success / Account Management professional with strong business acumen, customer empathy, and a proactive mindset—someone who thrives in complex environments and is passionate about driving meaningful outcomes for both the customer and the business.

Requirements

• A minimum of 5 years related experience in telecommunications, mobile messaging, or an adjacent technology field, with a bachelor's degree; or 3 years and a master's degree; or a PhD without experience; or equivalent industry experience.
• Proven success managing complex enterprise or mid-market customer portfolios and leading high impact engagements.
• Strong understanding of customer lifecycle management, value realization frameworks, and success metrics.
• Excellent verbal and written communication and executive presence; comfortable interfacing with Director, VP, and C-Level customer contacts.
• Experience working with CS platforms, CRM, and BI tools to drive decisions.
• Track record of driving both retention and expansion within a book of business.

Nice To Haves

• Core Competencies: Churn Prevention, Success Planning, Stakeholder Alignment, Conversation Agility, Resource Savvy.

Responsibilities

• Serve as a strategic advisor and trusted partner to complex and high-value customers.
• Lead long-term success planning, aligning product capabilities with business outcomes.
• Drive adoption, deliver value, and ensure sustained retention and growth.
• Proactively manage account health and uncover opportunities influencing renewal and expansion strategies.
• Own executive-level relationships.
• Lead strategic business reviews and roadmap discussions.
• Navigate multi-stakeholder environments to maintain alignment and momentum.
• Collaborate cross-functionally with Sales, Product, Marketing, Implementation, and Support.
• Surface customer insights that shape internal priorities and improvements.

Benefits

• Comprehensive market competitive medical, dental, and vision plans.
• Variety of supplemental plans.
• Access to telehealth for all participants.
• Free virtual counseling resources through our global Employee Assistance Program.
• Roth and Pre-tax 401(k) options including an employer match.
• Generous paid time off program.
• Paid parental leave and family planning support.
• Flexible remote work offerings.
• Paid time off to support a volunteer program of your choice.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior