Sr Customer Success Manager
About The Position
As a Senior Customer Success Manager, Strategic Accounts Voice, you will serve as the trusted commercial and technical advisor for Sinch’s largest enterprise voice customers. Reporting to the Director of Voice Customer Success or the Sr Director, Strategic Accounts Customer Success, you will own the day-to-day management of a portfolio of our most complex, high-impact accounts, combining solid voice technical knowledge with the executive presence and commercial acumen of a strategic account leader. You will understand each customer’s business objectives and translate them into voice solutions that deliver measurable outcomes. You will proactively monitor account health, identify risks early, and act decisively to protect and grow the relationship, owning renewals and upsells and partnering with Sales on cross-sell opportunities. Your ability to orchestrate cross-functional teams, communicate at the C-level, and act as the voice of the customer inside Sinch will be critical to sustained client success and revenue growth. This position is ideally suited to senior voice account leaders who bring deep command of enterprise complexity, can move seamlessly between technical dialogue and high-stakes commercial negotiation, and take true ownership of the client relationship—engaging directly on-site when the business demands it.
Requirements
- A minimum of 8 years with 12 years preferred, of related experience with a bachelor’s degree; or 6 years with a master’s degree; or equivalent experience.
- Proven track-record of success in customer success, account management, or technical account management for voice, telecom, or CPaaS in the technology sector.
- Strong working knowledge of SIP trunking, interconnect, and API integrations, with the ability to discuss them credibly with customer engineering teams and to work effectively with TAMs and technical teams to resolve issues.
- Proven track record of managing multiple complex, high-profile enterprise accounts simultaneously in a fast-paced environment, and of driving renewals, account growth, and customer loyalty.
- Exceptional relationship-building, communication, and negotiation skills, with the ability to present complex concepts clearly and persuasively to technical and executive audiences.
- Strong analytical and problem-solving abilities, with meticulous attention to detail.
- Strong leadership and mentoring skills, with the ability to inspire cross-functional teams and collaborate proactively across departments.
- Proficiency in written and spoken English.
- Willingness to travel and spend time on-site with customers as needed.
Responsibilities
- Own high-value relationships by aligning with each customer’s long-term goals, customizing tailored solutions, and driving mutual growth.
- Build trust at every level, with peer-level relationships across the customer organization and the experience and acumen to engage confidently with the C-suite.
- Bring deep knowledge of SIP trunking, interconnect, and API integrations to understand the customer’s voice environment, frame technical issues clearly, and anticipate risks.
- Partner closely with the Technical Account Manager, Engineering, Network Operations, and Support to resolve technical problems, keeping the customer informed and owning the outcome from the customer’s perspective.
- Collaborate with customers to define and execute success plans tied to their desired outcomes.
- Examine customer health metrics, identify risks early, and implement mitigation plans that build loyalty, deliver continuous value, and protect retention.
- Lead contract negotiations, balancing customer satisfaction with Sinch’s commercial objectives and keeping the account owner informed throughout.
- Own to the Client Account Plan and strategy for Voice services, review it regularly, and keep it current.
- Track and report on account performance, and prepare data and lead regular business reviews (e.g., QBRs) and strategic account reviews.
- Own the renewal process for your accounts, from early planning through close, and own upsell opportunities.
- Identify cross-sell opportunities by understanding the customer’s business and account strategy deeply, and partner closely with Sales and account executives to validate, pursue, and close them.
- Build consensus among internal and external stakeholders around shared goals, timelines, and deliverables.
- Adapt your style, tone, and message to the audience, from network engineers to executives, especially in high-pressure situations.
- Gather customer feedback regularly and translate it into actionable insights that influence product, process, and service improvements.
Benefits
- Comprehensive market competitive medical, dental, and vision plans.
- Variety of supplemental plans to meet individual needs.
- Access to telehealth for all participants.
- Free virtual counselling 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 choice.
- Discounts on retail, entertainment and more through our Reward+ program.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
