Customer Success Project Management and Strategy Manager

Sinch•United States,

4h•$152,000 - $190,000•Remote

About The Position

Sinch is seeking a Customer Success Project Management and Strategy Manager to help its Customer Success organization plan, prioritize, and deliver important initiatives. The role leads Customer Success-specific and cross-functional projects and strategic analysis supporting the organization’s transition from a customer service focus to a commercial focus. It combines project management—developing plans, tracking risks, and reporting status—with strategy consulting skills, including structuring ambiguous questions, analyzing data, and turning insights into recommendations. The manager works closely with senior leadership and partners across Sales, Product, Customer Excellence, Finance, and Data to improve net revenue retention growth and customer outcomes. The position supports strategy development, project and OKR delivery, business-case development, planning, process improvement, and change management. It also works with CS Operations and Data teams to align Customer Success systems and reporting with strategy, and collaborates with senior leaders and cross-functional groups to translate data into decisions and build consensus.

Requirements

At least 8 years of experience in project or program management, strategy consulting, corporate strategy, or Customer Success operations, including leading complex cross-functional projects.
Ability to drive cross-functional projects to completion and hold people accountable for delivering results.
Strong analytical and financial modeling skills, including advanced Excel or Sheets skills.
Ability to structure ambiguous problems and present recommendations clearly in writing and in person.
Working knowledge of Customer Success concepts, including onboarding, adoption, retention, renewals, expansion, and health scoring.
Experience with project management tools such as Asana, Jira, Smartsheet, or Monday.com, and with CRM or Customer Success platforms.
Bachelor's degree in business, management, engineering, or a related field.

Nice To Haves

Experience at a strategy consulting firm or in a corporate strategy team, with a track record of managing projects from design to delivery.
PMP, PRINCE2, or Agile certification (CSM, SAFe).
MBA or other advanced degree.
Experience in B2B SaaS or a subscription business.
Experience with change management or distributed teams.
Comfort with SQL or BI tools such as Tableau or Looker.

Responsibilities

Lead multiple cross-functional Customer Success projects from requirements through delivery, including initiatives involving upsell and cross-sell leads, order-form automation, and organizational designs based on customer segmentation.
Own and drive delivery of specific Customer Success annual OKRs.
Build and maintain project plans covering scope, milestones, owners, dependencies, budget, and risks, adjusting plans as conditions change.
Maintain a consolidated view of active initiatives and establish an intake and prioritization process.
Establish practical project standards, including templates, status cadences, and RAID logs.
Prepare regular leadership status updates and dashboards, flagging risks early and presenting options.
Support the SVP of Customer Success in shaping strategy, including coverage models, customer segmentation, and scaled engagement approaches.
Resolve strategic problems by structuring ambiguous questions into hypothesis-driven analyses and using customer, market, and internal data to develop recommendations.
Build and own business cases and financial models for initiatives that support NRR growth or Customer Success OKRs.
Define and track key CSM productivity metrics.
Contribute to annual and quarterly planning, including OKRs and capacity planning.
Identify friction in Customer Success workflows and drive improvements to efficiency and customer experience.
Partner with CS Operations and Data teams to align the Customer Success technology stack and reporting with strategy.
Lead change management for new processes and tools, including communications, training, and adoption tracking.
Turn customer and frontline feedback into recommendations for processes, products, and strategy.
Partner with senior leaders and translate complex data and project status into clear decisions.
Lead cross-functional working groups without direct authority, resolving conflicts and building consensus.
Coach team members on planning, structured problem-solving, and communication.