[Hiring] Senior Customer Success Manager @Sinch

Role Description

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.
• Proactively monitor account health, identify risks early, and act decisively to protect and grow the relationship.
• Own renewals and upsells and partner with Sales on cross-sell opportunities.
• Orchestrate cross-functional teams, communicate at the C-level, and act as the voice of the customer inside Sinch.

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.

Qualifications

• 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.
• Exceptional relationship-building, communication, and negotiation skills.
• Strong analytical and problem-solving abilities, with meticulous attention to detail.
• Strong leadership and mentoring skills.
• Proficiency in written and spoken English.
• Willingness to travel and spend time on-site with customers as needed.

Requirements

• Own high-value relationships by aligning with each customer’s long-term goals, customizing tailored solutions, and driving mutual growth.
• Bring deep knowledge of SIP trunking, interconnect, and API integrations to understand the customer’s voice environment.
• Collaborate with customers to define and execute success plans tied to their desired outcomes.
• Lead contract negotiations, balancing customer satisfaction with Sinch’s commercial objectives.
• Own the Client Account Plan and strategy for Voice services, track and report on account performance.
• Own the renewal process for your accounts and identify cross-sell opportunities.
• Build consensus among internal and external stakeholders around shared goals.
• Gather customer feedback regularly and translate it into actionable insights.

Benefits

• Comprehensive market competitive medical, dental, and vision plans.
• Free virtual counselling resources through our global Employee Assistance Program.
• Roth and Pre-tax 401(k) options including an employer match for all participants.
• 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 your choice.
• Discounts on retail, entertainment, and more through our Reward+ program.