[Hiring] Customer Success Project Management and Strategy Manager @Sinch

Role Description

We are looking for a Customer Success Project Management and Strategy Manager to help our Customer Success organization plan, prioritize and deliver its most important initiatives. You will lead both CS specific and cross-functional projects from start to finish and drive the strategic analysis that shapes the transformation of the team from a customer service focus to a commercial focus.

The role combines two skill sets:

• Strong project management: clear plans, tracked risks, and reliable status reporting.
• Problem-solving of a strategy consultant: structuring ambiguous questions, analyzing data, and turning insight into recommendations.

You will work closely with senior leadership and partner with Sales, Product, Customer Excellence, Finance, and Data teams to improve the key levers of NRR growth and customer outcomes.

What You'll Do

• Project Management:
  • Lead multiple cross-functional Customer Success projects, such as delivering actionable upsell and cross-sell leads at scale to CSMs, automating the order form completion process, implementing new org designs based on revised customer segmentation.
  • Own and drive the delivery of specific Customer Success annual OKRs.
  • Build and own project plans that define scope, milestones, owners, dependencies, budget, and risks, and adjust them as conditions change.
  • Keep a single view of active initiatives, with a simple intake and prioritization process so the cross-functional team focuses on the work that matters most.
  • Establish and own practical, lightweight standards (templates, status cadences, RAID logs) that project owners across the team can adopt.
  • Prepare regular status updates and dashboards for leadership, flagging risks early with clear options.
• Strategy and Analysis:
  • Support SVP of Customer Success in shaping strategy, including coverage models, customer segmentation, and scaled engagement approaches.
  • Own resolution of strategic problems. Break down ambiguous problems into hypothesis-driven analyses, drawing on customer, market, and internal data to produce clear recommendations.
  • Build and own business cases and financial models in support of new initiatives to drive NRR growth or deliver CS’s OKRs.
  • Define and track key CSM productivity metrics.
  • Contribute to annual and quarterly planning, including OKRs and capacity planning.
• Process Improvement and Change Management:
  • Identify friction in Customer Success workflows and drive improvements that raise efficiency and customer experience.
  • Partner with CS Operations and Data teams to keep the CS tech stack (e.g., Salesforce, Gainsight) and reporting aligned with strategy.
  • Drive and own change management for new processes and tools, including communications, training, and adoption tracking.
  • Turn customer and frontline feedback into recommendations for process, product, and strategy.
• Collaboration and Influence:
  • Act as a trusted partner to senior leaders, translating complex data and project status into clear decisions.
  • Lead cross-functional working groups without direct authority, resolving conflicts and building consensus.
  • Coach team members on planning, structured problem-solving, and communication.

Qualifications

• 8+ years of experience in project or program management, strategy consulting, corporate strategy, or customer success operations, including leading complex cross-functional projects.
• Ownership mentality. Ability to drive cross-functional projects to completion and hold people accountable to deliver results.
• Strong analytical and financial modeling skills (advanced Excel or Sheets; comfort with SQL or BI tools such as Tableau or Looker is a plus).
• Proven ability to structure ambiguous problems and present recommendations clearly in writing and in person.
• Working knowledge of customer success concepts: onboarding, adoption, retention, renewals, expansion, and health scoring.
• Experience with project management tools (e.g., Asana, Jira, Smartsheet, Monday.com) and CRM or CS platforms.
• Bachelor's degree in business, management, engineering, or a related field.

Requirements

• Preferred experience at a strategy consulting firm or in a corporate strategy team with a track record managing projects from design to delivery.
• PMP, PRINCE2 or Agile certification (CSM, SAFe).
• MBA or other advanced degree.
• Experience in B2B SaaS or a subscription business.
• Experience with change management or distributed teams.

Benefits

• Stay Healthy: 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: Free virtual counseling resources through our global Employee Assistance Program.
• Secure Your Future: Roth and Pre-tax 401(k) options including an employer match for all participants.
• Take a Break: Generous paid time off program.
• Put Family First: Paid parental leave and family planning support.
• Work Wherever: Flexible remote work offerings.
• Make an Impact: Paid time off to support a volunteer program of your choice.
• Treat Yourself: Discounts on retail, entertainment, and more through our Reward+ program.

The annual starting salary for this position is between $152,000 - $190,000. Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications.

This role will be accepting applications until October 21, 2026, at a minimum. Please note that the application timeline may be flexible to accommodate a comprehensive candidate evaluation process.