Sr Dir, Customer Success
About The Position
As Senior Director of Customer Success for Strategic Accounts at Sinch, you will own the success, retention, and growth of the company’s largest customer relationships. You will be accountable for net revenue retention, expansion, and executive-level advocacy across a portfolio of strategic accounts, helping deliver business outcomes and deepen partnerships at scale. You will lead Customer Success leaders and Strategic CSMs, reporting to the SVP of Customer Success. Working closely with senior leaders in Sales, Product, Customer Excellence, and Marketing, you will help provide a unified customer experience from onboarding through expansion. The role includes developing people and processes, guiding commercial strategy, supporting escalations, and turning customer insights into improvements to Sinch’s products and customer advocacy.
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 of delivering net revenue retention, retention, and expansion results across large enterprise or strategic account portfolios.
- Experience building executive-level relationships with enterprise customers, including C-level engagement and complex escalation management.
- Expertise in strategic planning and execution, including multi-year account planning across global segments and verticals.
- Experience leading and scaling teams of managers and individual contributors, with strong coaching and talent development skills.
- Strong commercial acumen, including experience partnering with Sales on renewals, expansion, and contract negotiations.
- Proficiency with Customer Success 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.
- Bachelor’s degree required.
Nice To Haves
- Experience in CPaaS, communications, SaaS, or usage-based business models.
- MBA or equivalent.
Responsibilities
- Lead and develop Customer Success Directors and Strategic CSMs responsible for Sinch’s highest-value accounts, and own net revenue retention targets for the Strategic Accounts portfolio.
- Build and execute multi-year strategic account plans that connect Sinch’s solutions to customer business objectives, with clear success metrics, executive sponsors, and growth pathways.
- Serve as executive sponsor and senior escalation point for strategic customers, building trusted relationships with C-level and senior stakeholders.
- Deploy a high-touch lifecycle model for strategic accounts covering onboarding, adoption, value realization, advocacy, renewal, and expansion, with tailored playbooks for complex, multi-product, multi-region customers.
- Support the quick and effective resolution of high-priority customer escalations, following the lead of Customer Excellence and collaborating with Product and executive leadership.
- Shape deal strategy, contract renewals, and commercial expansion negotiations for strategic accounts, including usage- and consumption-based revenue models.
- Channel strategic customer insights into Product and Marketing to influence roadmap priorities, and build advocacy programs to increase NPS, referenceability, and brand champions among key accounts.
- Standardize KPIs, tooling, and dashboards for the Strategic Accounts team to support forecast accuracy, visibility, and accountability.
- Recruit, coach, and retain top talent; build a high-performance culture and create clear career paths for strategic Customer Success professionals.
Benefits
- Comprehensive medical, dental, and vision plans, supplemental plans, and telehealth access.
- Free virtual counselling resources through a global Employee Assistance Program.
- Roth and pre-tax 401(k) options with an employer match.
- Generous paid time off.
- Paid parental leave and family planning support.
- Flexible remote work offerings.
- Paid time off to volunteer.
- Retail, entertainment, and other discounts through the Reward+ program.
- Commission plan with a target commission opportunity equal to 25% of annualized base salary.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
