Senior CS Strategy & Projects Manager (Remote)

Sinch; Austin (TX); Remote; USD 152,000 - 190,000; Full time

Benefits offered by this job

Medical, dental, vision plans

Employee Assistance Program

401(k) plan with employer match

Generous paid time off

Parental leave and family planning

Flexible remote work opportunities

Volunteer time off

Job summary

Sinch is seeking a Customer Success Project Management and Strategy Manager in Austin, TX. You will lead cross-functional CS initiatives, build plans, track risks, and report to senior leadership while partnering with Sales, Product, Finance and Data teams to improve NRR and customer outcomes.

You will shape CS strategy, create business cases, and drive optimization of processes and tools, including Salesforce and Gainsight, to enable scalable growth and measurable impact.

Qualifications

• 8+ years of experience in project or program management, strategy consulting, corporate strategy, or customer success operations.
• Ownership mentality and accountability for delivering results.
• Ability to drive cross-functional projects to completion.
• Strong analytical and financial modeling skills; comfort with BI tools.
• Knowledge of customer success concepts: onboarding, adoption, retention, renewals, expansion and health scoring.
• Experience with project management tools and CRM/CS platforms.
• Bachelor's degree in business, management, engineering or related field.

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.
• Keep a single view of active initiatives with a simple 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 with options.
• Support SVP of Customer Success in shaping strategy, including coverage models, customer segmentation and scaled engagement approaches.
• Build and own business cases and financial models to drive NRR or OKRs.
• Define and track key CSM productivity metrics.
• Contribute to annual and quarterly planning including OKRs and capacity planning.
• Identify friction in CS workflows and drive improvements; align CS tech stack and reporting with strategy.
• Drive change management for new processes and tools; capture feedback into recommendations.
• Collaborate with senior leaders and cross-functional teams to influence decisions.

Skills

Project management

Strategy analysis

Cross-functional leadership

Financial modeling

SQL / BI

Data-driven

Education

Bachelor's degree in business/management/engineering

Tools

Asana

Jira

Smartsheet

Monday.com

Salesforce

Gainsight

Job description

Sinch is seeking a Customer Success Project Management and Strategy Manager in Austin, TX. You will lead cross-functional CS initiatives, build plans, track risks, and report to senior leadership while partnering with Sales, Product, Finance and Data teams to improve NRR and customer outcomes.

You will shape CS strategy, create business cases, and drive optimization of processes and tools, including Salesforce and Gainsight, to enable scalable growth and measurable impact.