Senior Director, Strategic Accounts — Customer Success

Sinch; Denver (CO); Hybrid; USD 177,000 - 221,000; Full time

Benefits offered by this job

Health and dental plans

Telehealth services

401(k) with employer match

Paid time off

Parental leave

Job summary

Sinch seeks a Senior Director of Customer Success for Strategic Accounts to own the success, retention, and growth of its largest customer relationships. You will lead a team of CS leaders, drive net revenue retention, and partner with Sales, Product, and Marketing to deliver an exceptional, unified experience from onboarding through expansion.

You will own multi-year account plans, engage with C-level stakeholders, and shape renewal strategy while guiding a high-touch lifecycle across

Qualifications

• Experience in senior leadership roles overseeing customer success or strategic accounts.
• Proven track record of delivering net revenue retention, retention, and expansion results.
• Experience managing executive-level relationships with enterprise customers, including C-level engagement and complex escalation management.
• Strategic planning and multi-year account planning across global segments and verticals.
• Experience leading and scaling teams of managers and individual contributors with coaching and talent development.
• Strong commercial acumen, including renewals, expansion, and contract negotiations.
• Proficiency in CS and CRM platforms, reporting, automation, and data analytics.
• Cross-functional collaboration with senior leaders across Sales, Product, Support, Marketing, and Finance.
• Outstanding executive presence and customer advocacy experience.
• Experience in CPaaS, communications, SaaS, or usage-based business models preferred.
• Bachelor's degree required; MBA or equivalent preferred.

Responsibilities

• Lead and develop a team of Customer Success Directors and Strategic CSMs for Sinch's high-value accounts.
• Own net revenue retention targets for the Strategic Accounts portfolio.
• Build and execute multi-year strategic account plans aligned to customers' business objectives.
• Serve as executive sponsor and escalation point for strategic customers at C-level.
• Deploy a high-touch lifecycle model for onboarding, adoption, value realization, renewal, and expansion.
• Resolve high-priority escalations quickly in coordination with Product and Leadership.
• Shape deal strategy, renewals, and commercial expansion negotiations.
• Channel insights to Product and Marketing to influence roadmap priorities and advocacy programs.
• Standardize KPIs, tooling, and dashboards for forecasting and accountability.
• Build a high-performance culture through recruitment, coaching, and career paths for CS professionals.

Skills

Executive leadership

Strategic account management

Multi-year planning

Data analytics

Commercial acumen

Education

Bachelor's degree required

MBA preferred

Tools

CRM platforms

Reporting tools

Data analytics tools

Job description

Sinch seeks a Senior Director of Customer Success for Strategic Accounts to own the success, retention, and growth of its largest customer relationships. You will lead a team of CS leaders, drive net revenue retention, and partner with Sales, Product, and Marketing to deliver an exceptional, unified experience from onboarding through expansion.

You will own multi-year account plans, engage with C-level stakeholders, and shape renewal strategy while guiding a high-touch lifecycle across