Customer Success Strategy & Programs Lead

Sinch; Denver (CO); Remote; USD 152,000 - 190,000; Full time

Benefits offered by this job

Medical, dental, and vision plans

Employee Assistance Program

401(k) with employer match

Paid time off

Parental leave

Remote work flexibility

Reward+ discounts

Job summary

Sinch in the US is seeking a Customer Success Project Management and Strategy Manager to lead cross-functional initiatives that shift CS from service to a commercial focus. You will apply project-management rigor and strategic problem-solving to drive NRR growth and improved customer outcomes, partnering with Sales, Product, Customer Excellence, Finance and Data.

This role emphasizes shaping strategy, building business cases, and delivering OKRs while collaborating with senior leadership in a

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.

Responsibilities

• 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.

Skills

Project management

Strategy consulting

Financial modeling

Cross-functional collaboration

Excel/Sheets

SQL/BI tools

Change management

CRM/CS platforms

Education

Bachelor's degree in business, management, engineering or related field

Tools

Asana

Jira

Smartsheet

Monday.com

Salesforce

Gainsight

Job description

Sinch in the US is seeking a Customer Success Project Management and Strategy Manager to lead cross-functional initiatives that shift CS from service to a commercial focus. You will apply project-management rigor and strategic problem-solving to drive NRR growth and improved customer outcomes, partnering with Sales, Product, Customer Excellence, Finance and Data.

This role emphasizes shaping strategy, building business cases, and delivering OKRs while collaborating with senior leadership in a