Customer Success Project Management and Strategy Manager

Sinch; Northern (KY); Hybrid; USD 152,000 - 190,000; Full time

Benefits offered by this job

Medical, dental, vision plans

Telehealth access

401(k) with employer match

Generous PTO

Paid parental leave

Remote work flexibility

Volunteer time off

Job summary

Sinch is seeking a Customer Success Project Management and Strategy Manager to lead cross-functional initiatives shaping CS from an operational focus toward a commercial strategy. You will manage projects, develop strategic analyses, and partner with Sales, Product, CS Ops to improve NRR and customer outcomes across the organization.

You will build plans, track risks, and create leadership dashboards while partnering with senior leaders to drive impact.

Qualifications

• 8+ years of experience in project or program management, strategy consulting, corporate strategy, or customer success operations.
• 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.

Responsibilities

• Lead multiple cross-functional Customer Success projects, from requirements through delivery.
• 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.
• Keep a single view of active initiatives, with an intake and prioritization process.
• Establish and own practical, lightweight standards (templates, status cadences, RAID logs).
• Prepare regular status updates and dashboards for leadership, flagging risks early with clear options.
• Support SVP of Customer Success in shaping strategy, including coverage models and segmentation.
• Own resolution of strategic problems with hypothesis-driven analyses across data sources.
• Build and own business cases and financial models to drive NRR growth.
• Define and track key CS productivity metrics.
• Contribute to annual and quarterly planning (OKRs and capacity).
• Identify friction in CS workflows and drive improvements for efficiency and experience.
• Partner with CS Operations and Data to align Salesforce and Gainsight with strategy.
• Drive change management for new processes and tools, including training.
• Turn customer feedback into recommendations for process, product and strategy.
• Act as a trusted partner to senior leaders, translating data and status into decisions.
• Lead cross-functional groups without direct authority and resolve conflicts.

Skills

Project management

Strategy consulting

Corporate strategy

Customer success ops

Analytical skills

Financial modeling

SQL

BI tools

Education

Bachelor's degree in business/management/engineering

Tools

Asana

Jira

Smartsheet

Monday.com

Salesforce

Gainsight

Job description

ABOUT SINCH

Sinch’s vision is to connect every business with every customer, everywhere in the world. More than 200,000 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!

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. You will bring the discipline of a strong project manager: clear plans, tracked risks, and reliable status reporting. You will also bring the 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. Lead projects from requirements through delivery.

• 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.

REQUIREMENTS

• 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.

Preferred

• Experience at a strategy consulting firm or in a corporate strategy team with 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.

OUR HIRING PROCESS

We are committed to ensuring a recruitment process that is fair, objective, consistent, and inclusive. Our approach includes structured, competency-based interviews designed to evaluate your skills, experience, and qualifications relevant to the role. At times, we may include a data-driven assessment to enhance our hiring success and identify candidates likely to excel.

We believe in a two-way process and encourage you to ask questions throughout the journey. If this role isn't what you're looking for, please explore the other opportunities listed on our career page: https://www.sinch.com/careers/. No matter who you are, we hope you find an exciting path forward - hopefully with us!

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.

• TREAT YOURSELF: We offer 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.