Customer Success Strategy & Projects Lead

Sinch; Saint Paul (MN); Remote; USD 152,000 - 190,000; Full time

Benefits offered by this job

Health plans

Employee Assistance Program

401(k) with employer match

Paid time off

Paid parental leave

Flexible remote work

Volunteer time off

Employee discounts

Job summary

Sinch is seeking a Customer Success Project Management and Strategy Manager to lead cross-functional CS initiatives and strategic analyses. You’ll partner with Sales, Product, Customer Excellence, Finance and Data teams to improve NRR growth and customer outcomes.

You will bring a disciplined project management approach—clear plans, risk tracking, status reporting—and apply strategy consulting rigor to structure ambiguous problems and deliver actionable recommendations.

Qualifications

• 8+ years of experience in project or program management or strategy roles.
• 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.

Responsibilities

• Lead cross-functional Customer Success projects and strategic initiatives.
• Develop and maintain project plans with scope, milestones, owners, dependencies, budget and risks.
• Provide regular status updates and dashboards to leadership, flagging risks early with clear options.
• Support SVP of Customer Success in shaping strategy and capacity planning.
• Define and track CS productivity metrics.
• Collaborate with Sales, Product, Finance and Data teams to drive NRR growth.

Skills

Ownership mentality

Cross-functional leadership

Analytical skills

Financial modeling

SQL/BI familiarity

PM tooling proficiency

Project management

Education

Bachelor's degree in business/management or related field

PMP/PRINCE2/Agile certification

MBA or advanced degree

Tools

Asana

Jira

Smartsheet

Monday.com

Salesforce

Gainsight

Job description

Sinch is seeking a Customer Success Project Management and Strategy Manager to lead cross-functional CS initiatives and strategic analyses. You’ll partner with Sales, Product, Customer Excellence, Finance and Data teams to improve NRR growth and customer outcomes.

You will bring a disciplined project management approach—clear plans, risk tracking, status reporting—and apply strategy consulting rigor to structure ambiguous problems and deliver actionable recommendations.