Customer Success Strategy & Programs Leader

Sinch; Sacramento (CA); Remote; USD 152,000 - 190,000; Full time

Benefits offered by this job

Medical, dental, vision plans

Employee assistance program

401(k) with employer match

Paid time off

Job summary

Sinch is seeking a Customer Success Project Management and Strategy Manager in the United States to lead cross-functional initiatives that shift Customer Success from a service focus to a commercial one. You will manage complex programs, build actionable plans, and report risk with options to leadership.

You will partner with Sales, Product, CS, Finance and Data teams to shape strategy, drive NRR growth, and improve customer outcomes through analytics and structured problem-solving.

Qualifications

• 8+ years of experience in project or program management, strategy consulting, corporate strategy, or customer success operations.
• Ability to drive cross-functional projects to completion and hold people accountable to deliver results.
• Strong analytical and financial modeling skills (Excel/Sheets; SQL or BI tools a plus).
• Experience with CS concepts: onboarding, adoption, retention, renewals, expansion and health scoring.

Responsibilities

• Lead cross-functional Customer Success projects, delivering upsell and cross-sell leads at scale.
• Own delivery of CS annual OKRs and build definitive project plans.
• Partner with Sales, Product, Finance, and Data teams to improve NRR growth and customer outcomes.
• Identify friction in CS workflows and drive efficiency and improvement.

Skills

Ownership mentality

Cross-functional leadership

Analytical skills

Financial modeling

Problem solving

Education

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

Tools

Asana

Jira

Smartsheet

Monday.com

Job description

Sinch is seeking a Customer Success Project Management and Strategy Manager in the United States to lead cross-functional initiatives that shift Customer Success from a service focus to a commercial one. You will manage complex programs, build actionable plans, and report risk with options to leadership.

You will partner with Sales, Product, CS, Finance and Data teams to shape strategy, drive NRR growth, and improve customer outcomes through analytics and structured problem-solving.