Senior Director, Strategic Customer Success

Sinch; Atlanta (GA); Remote; USD 177,000 - 221,000; Full time

Benefits offered by this job

Remote work options

401(k) with match

Paid time off

Healthcare coverage

Wellness programs

Career development

Job summary

Sinch seeks a Senior Director of Customer Success for Strategic Accounts to own success, retention, and growth across a portfolio of high-value clients. You will lead a team of CS leaders, report to the SVP, and collaborate with Sales, Product, and Marketing to deliver an exceptional experience from onboarding through expansion.

You will drive executive relationships, define multi-year plans, and align Sinch solutions with customer business objectives, ensuring high levels of satisfaction and

Qualifications

• Senior leadership experience in customer success or strategic accounts.
• Proven ability to deliver net revenue retention, retention, and expansion.
• Experience building executive relationships with enterprise clients.
• Strategic multi-year account planning across global segments.
• Experience scaling teams of managers and ICs with coaching.
• Strong commercial acumen with renewals and negotiations.
• Proficiency with CS/CRM platforms and data analytics.
• Cross-functional collaboration with Sales, Product, Support, Marketing and Finance.
• Executive presence and customer advocacy track record.
• Experience in CPaaS, SaaS or usage-based models.
• Bachelor’s degree required; MBA preferred.

Responsibilities

• Lead and develop CS Directors and Strategic CSMs for top accounts.
• Own net revenue retention targets for strategic portfolio.
• Create multi-year strategic account plans tied to customer objectives.
• Serve as executive sponsor for strategic customers and escalations.
• Implement high-touch lifecycle for onboarding, adoption, renewal, expansion.
• Shape deal strategy and renewals in collaboration with Sales.

Skills

Executive leadership

Strategic planning

Account management

C-level relationship management

Cross-functional collaboration

CRM analytics

Education

Bachelor's degree

MBA preferred

Tools

CRM platforms

Data analytics tools

Job description

Sinch seeks a Senior Director of Customer Success for Strategic Accounts to own success, retention, and growth across a portfolio of high-value clients. You will lead a team of CS leaders, report to the SVP, and collaborate with Sales, Product, and Marketing to deliver an exceptional experience from onboarding through expansion.

You will drive executive relationships, define multi-year plans, and align Sinch solutions with customer business objectives, ensuring high levels of satisfaction and