Enterprise Customer Success Leader (EMEA)

Sinch; Greater London; On-site; GBP 90,000 - 115,000; Full time

Job summary

Sinch is building a Customer Success organization to support its enterprise customers across EMEA. We're looking for a leader to join the regional CS leadership team, reporting to the VP of Customer Success EMEA. You'll lead a cross-regional team of Customer Success Managers.

Some are experienced colleagues moving over from Account Management, and some will be new hires. You'll be accountable for the health, retention and growth of your customer portfolio.

Qualifications

• Deep, hands-on Customer Success experience with leadership of CS teams (5+ years).
• Proven to own NRR, churn and renewal targets for enterprise customers.
• Experience creating playbooks, health scoring or new ways of working.
• Curiosity about AI and automation with concrete examples.
• Technical fluency with APIs, usage data and integrations.

Responsibilities

• Lead a cross-regional team of CSMs and hire where gaps exist.
• Set expectations and drive proactive, data-led customer management.
• Act as escalation point and executive sponsor for strategic customers.
• Own Net Revenue Retention, churn and renewal outcomes.
• Run health reviews, risk forecasting and business reviews.
• Coordinate handoffs with Onboarding, Excellence, Account Management, Sales Engineering and Support.
• Shape CS processes, playbooks, and escalation paths.

Skills

Customer Success

Leadership

B2B SaaS

APIs

Data-driven

Cross-functional

English fluency

Salesforce

Gainsight

Education

Bachelor's degree

Tools

Salesforce

Gainsight

Job description

Sinch is building a Customer Success organization to support its enterprise customers across EMEA. We're looking for a leader to join the regional CS leadership team, reporting to the VP of Customer Success EMEA. You'll lead a cross-regional team of Customer Success Managers.

Some are experienced colleagues moving over from Account Management, and some will be new hires. You'll be accountable for the health, retention and growth of your customer portfolio.