Senior Director, Strategic Customer Success | NRR Leader

Sinch; Austin (TX); Hybrid; USD 177,000 - 276,000; Full time

Benefits offered by this job

Health insurance

Telehealth access

Employee Assistance Program

401(k) with employer match

Paid time off

Parental leave and family planning

Remote work options

Employee discounts

Job summary

Sinch seeks a Senior Director of Customer Success for Strategic Accounts to own success, retention, and growth of our largest customer relationships. You will lead a team of CS leaders and Strategic CSMs, report to the SVP, and collaborate with Sales, Product, and Marketing to deliver an exceptional experience from onboarding through expansion.

You will build multi-year account plans, drive metrics, and shape renewal strategies for complex, multi-product, multi-region customers, ensuring

Qualifications

• Senior leadership experience in customer success, account management, or strategic accounts in a tech company.
• Proven track record of delivering net revenue retention, retention, and expansion outcomes.
• Experience managing executive-level relationships with enterprise customers, including C-level engagement and escalations.
• Strategic multi-year account planning across global segments and verticals.
• Experience leading and scaling teams of managers and ICs with coaching skills.
• Strong commercial acumen with renewals, expansions, and contract negotiations.
• Proficiency in CS and CRM platforms, reporting, automation, and data analytics.
• Strong cross-functional collaboration with Sales, Product, Support, Marketing, and Finance.
• Excellent executive presence and customer advocacy experience.
• Experience leading change management and organizational improvement.
• Background in CPaaS, SaaS, or usage-based models.
• Bachelor's degree required; MBA or equivalent preferred.

Responsibilities

• Lead and develop a team of CS Directors and Strategic CSMs for high-value accounts.
• Own net revenue retention targets for strategic accounts.
• Build and execute multi-year strategic account plans linked to customer objectives.
• Serve as executive sponsor for strategic customers and manage escalations.
• Deploy a high-touch lifecycle model for onboarding, adoption, value realization, renewal, and expansion.
• Resolve high-priority escalations quickly in collaboration with Product and leadership.
• Shape deal strategy, renewals, and expansion negotiations with usage-based models.
• Provide strategic customer insights to Product and Marketing to influence roadmap priorities.
• Standardize KPIs, tooling, and dashboards for forecast accuracy and visibility.
• Recruit, coach, and develop top CS talents and career paths.

Skills

Executive leadership

Customer success

Revenue retention

CRM platforms

Data analytics

Cross-functional collaboration

Executive presence

Education

Bachelor's degree

MBA preferred

Tools

CRM systems

Data analytics tools

Job description

Sinch seeks a Senior Director of Customer Success for Strategic Accounts to own success, retention, and growth of our largest customer relationships. You will lead a team of CS leaders and Strategic CSMs, report to the SVP, and collaborate with Sales, Product, and Marketing to deliver an exceptional experience from onboarding through expansion.

You will build multi-year account plans, drive metrics, and shape renewal strategies for complex, multi-product, multi-region customers, ensuring