[Hiring] Senior Director of Customer Success @Sinch

Role Description

At Sinch, we put our customers at the center of everything we do. As Senior Director of Customer Success for Strategic Accounts, you will own the success, retention, and growth of Sinch's largest customer relationships. This leadership role carries accountability for net revenue retention, expansion, and executive-level advocacy across a portfolio of strategic accounts, delivering outcomes that fuel business growth and deepen partnerships at scale.

You will lead a team of Customer Success leaders and Strategic CSMs, report to the SVP of Customer Success, and collaborate closely with senior leaders in Sales, Product, Customer Excellence, and Marketing to deliver an exceptional, unified experience for our largest customers from onboarding through expansion.

Key Responsibilities:

• Lead and develop a team of Customer Success Directors and Strategic CSMs responsible for Sinch's highest-value accounts.
• Own net revenue retention targets for the Strategic Accounts portfolio.
• Build and execute multi-year strategic account plans that tie Sinch's solutions to each customer's business objectives, with clear success metrics, executive sponsors, and growth pathways.
• Serve as the executive sponsor and senior escalation point for strategic customers, building trusted relationships with customer 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 resolution of high-priority customer escalations quickly and effectively, 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 that increase NPS, reference ability, and brand champions among key accounts.
• Standardize KPIs, tooling, and dashboards for the Strategic Accounts team to ensure forecast accuracy, visibility, and accountability.
• Build a high-performance culture by recruiting, coaching, and retaining top talent, and by creating clear career paths for strategic CS professionals.

Qualifications

• 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 NRR, retention, and expansion results across a portfolio of large enterprise or strategic accounts.
• Experience building and managing executive-level relationships with enterprise customers, including C-level engagement and complex escalation management.
• Strategic planning and execution expertise, 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 in CS 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.
• Experience in CPaaS, communications, SaaS, or usage-based business models preferred.
• Bachelor's degree required; MBA or equivalent preferred.

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 NRR, retention, and expansion results across a portfolio of large enterprise or strategic accounts.
• Experience building and managing executive-level relationships with enterprise customers, including C-level engagement and complex escalation management.
• Strategic planning and execution expertise, 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 in CS 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.
• Experience in CPaaS, communications, SaaS, or usage-based business models preferred.
• Bachelor's degree required; MBA or equivalent preferred.

Benefits

• Comprehensive market competitive medical, dental, and vision plans.
• 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 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.