Customer Success Manager III

Sinch

9h • Hybrid

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. This role works closely with the Director of Strategic Accounts to execute account strategies, ensure customer satisfaction, and contribute to revenue goals. You will drive 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 support the Director of Strategic Accounts in implementing account strategies, preparing for executive business reviews, and tracking performance. You’ll collaborate cross-functionally with Sales, Product, Marketing, 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 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 with a bachelor's degree; or 3 years and a master's degree; or a PhD without experience; or equivalent experience.
• Demonstrated ability of tracking and forecasting financial performance.
• Proven success managing complex enterprise customer portfolios and leading high impact engagements.
• Demonstrated ability to manage multiple accounts simultaneously while maintaining high attention to detail.
• Strong understanding of customer lifecycle management, value realization frameworks, and success metrics.
• Proven experience supporting account growth, renewals, and customer satisfaction.
• Ability to build relationships with mid-level stakeholders and collaborate effectively with cross-functional teams.
• Excellent communication and executive presence.
• Proficiency with CRM systems (e.g., Salesforce) and Microsoft Office/Google Workspace tools.
• Track record of driving both retention and expansion within a book of business.

Responsibilities

• Manage the daily execution of assigned account activities, serving as a key contact for operational and mid-level stakeholders.
• Build and maintain relationships with customer managers and directors; escalate issues and insights to senior account leadership as needed.
• Drive adoption and utilization of company solutions by ensuring customers are engaged and supported.
• Identify opportunities for renewals, upsells, and cross-sells within assigned accounts, collaborating with pre-sales, customer success, and product teams.
• Maintain accurate and up-to-date account information, activities, and pipeline in CRM tools (e.g., Salesforce).
• Monitor customer satisfaction and coordinate issue resolution with internal teams.
• Prepare reports, presentations, and analyses to support customer meetings and internal reviews.
• Assist with contract renewals and negotiations under the guidance of the Director of Strategic Accounts.
• Stay current on customer industry trends, competitor offerings, and product developments to provide informed insights.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 501-1,000 employees