Strategic Account Success Leader - Senior Director

Sinch; Saint Paul (MN); On-site; USD 177,000 - 221,000; Full time

Benefits offered by this job

Remote work options

401(k) with employer match

Paid time off

Employee assistance program

Job summary

Sinch is seeking a Senior Director of Customer Success for Strategic Accounts to own the success, retention, and growth of Sinch's largest customer relationships.

You will lead a team of Customer Success Directors and Strategic CSMs, report to the SVP of Customer Success, and collaborate with Sales, Product, Customer Excellence, and Marketing to deliver a unified experience from onboarding through expansion.

Qualifications

• Experience in senior leadership roles leading customer success, account management, or strategic account teams in a global or high-growth technology company.
• Proven track record of delivering NRR, retention, and expansion results across a portfolio of large enterprise or strategic accounts.
• Experience building and managing executive-level relationships with enterprise customers, including C-level engagement and complex escalation management.
• Strategic planning and execution expertise, including multi-year account planning across global segments and verticals.
• Experience leading and scaling teams of managers and individual contributors, with strong coaching and talent development skills.
• Strong commercial acumen, including experience partnering with Sales on renewals, expansion, and contract negotiations.
• Proficiency in CS and CRM platforms, reporting, automation, and data analytics tools.
• Strong cross-functional collaboration with senior leaders across Sales, Product, Support, Marketing, and Finance.
• Outstanding executive presence, storytelling ability, and customer advocacy experience.
• Track record of leading change management and organizational improvement.
• 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 responsible for Sinch's highest-value accounts.
• Own net revenue retention targets for the Strategic Accounts portfolio.
• Build and execute multi-year strategic account plans that tie Sinch's solutions to each customer's business objectives, with clear success metrics, executive sponsors, and growth pathways.
• Serve as the executive sponsor and senior escalation point for strategic customers, building trusted relationships with customer C-level and senior stakeholders.
• Deploy a high-touch lifecycle model for strategic accounts covering onboarding, adoption, value realization, advocacy, renewal, and expansion with tailored playbooks for complex, multi-product, multi-region customers.
• Shape deal strategy, contract renewals, and commercial expansion negotiations for strategic accounts, including usage and consumption-based revenue models.

Skills

Executive leadership

Customer success

Strategic account management

NRR/retention

Cross-functional collaboration

CRM platforms

Sales collaboration

CPaaS/SaaS

Bachelor's degree

Education

Bachelor's degree

MBA preferred

Tools

CRM platforms

Job description

Sinch is seeking a Senior Director of Customer Success for Strategic Accounts to own the success, retention, and growth of Sinch's largest customer relationships.

You will lead a team of Customer Success Directors and Strategic CSMs, report to the SVP of Customer Success, and collaborate with Sales, Product, Customer Excellence, and Marketing to deliver a unified experience from onboarding through expansion.