SVP, Customer Success

Sinch • Atlanta, GA

2d • $248,000 - $311,000 • Remote

About The Position

Sinch is pioneering the way the world communicates. More than 150,000 businesses
— including Google, Uber, Paypal, Visa, Tinder, and many others — rely on
Sinch’s Customer Communications Cloud to power engaging customer experiences
through mobile messaging, voice, and email.

Whether you need to verify users or craft omnichannel campaigns, Sinch makes it
easy. Our AI-infused Super Network, APIs, and applications ensure you can
connect with your customers reliably and securely, at every step of their
journey.

At Sinch we “Dream Big”, “Win Together”, “Keep it simple”, and “Make it Happen”.
These values are our foundation!

The Senior Vice President (SVP), Customer Success is responsible for leading and
scaling a ~100-person Customer Success organization across Sinch’s full
portfolio of messaging, voice, email, and conversational solutions.

This executive owns post-sales revenue performance, including retention,
expansion, customer lifetime value, executive engagement, and operational
excellence across the N.America region.

The SVP will build a high-performance culture focused on growth, operational
rigor, and measurable customer impact — positioning Customer Success as a
primary driver of durable revenue expansion.

Requirements

• 10+ years of experience in SaaS, CPaaS, or enterprise technology businesses.
• Proven executive leadership of large, multi-layered Customer Success or Account Management organizations (75+ employees).
• Demonstrated track record of delivering double-digit NRR and reducing churn in complex enterprise environments.
• Deep hands-on experience with CRM and customer success platforms, including Salesforce (renewal forecasting, pipeline discipline, data governance) Gainsight (health scoring, lifecycle orchestration, adoption analytics)
• Experience building and leading executive-level Customer Advisory Boards or structured customer governance programs.
• Strong commercial acumen with clear ownership of revenue outcomes.
• Deep operational discipline and comfort leading through metrics and systems.

Responsibilities

• Revenue Ownership & Growth
• Organizational Leadership
• Customer Lifecycle & Value Realization
• Executive Customer Engagement & Customer Advisory Board (CAB)
• Operational Rigor & Systems Leadership
• Cross-Functional Leadership

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: Executive
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees