Strategic Accounts CS Director — Drive NRR & Growth

Sinch; Sacramento (CA); On-site; USD 177,000 - 276,000; Full time

Benefits offered by this job

Health plans

Telehealth access

Employee Assistance Program

401(k) with employer match

Paid time off

Remote-friendly work policy

Job summary

Sinch is seeking a Senior Director of Customer Success for Strategic Accounts in the United States. You will own the success, retention, and growth of Sinch's largest customer relationships, guiding a team of CS leaders and Strategic CSMs to achieve net revenue retention and expansion across a portfolio of strategic accounts.

You will partner with Sales, Product, Customer Excellence, and Marketing to deliver a unified customer experience from onboarding through expansion, while shaping

Qualifications

• Experience in senior leadership roles in global or high-growth technology companies.
• Proven track record of delivering net revenue retention, retention, and expansion results across large enterprise or strategic accounts.
• Experience building and managing executive-level relationships with enterprise customers, including C-level engagement.
• Strategic planning and multi-year account planning across global segments and verticals.
• Experience leading and scaling teams of managers and individual contributors.
• Strong commercial acumen with renewals, expansion, and contract negotiations.
• Proficiency with 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 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 ambitious for Sinch's highest-value accounts.
• Own net revenue retention targets for the Strategic Accounts portfolio.
• Create and execute multi-year strategic account plans aligned to customer objectives with measurable success metrics.
• Act as executive sponsor for strategic customers, building trusted C-level relationships.
• Deploy a high-touch lifecycle model for onboarding, adoption, value realization, advocacy, renewal, and expansion across multi-product, multi-region customers.
• Address high-priority escalations quickly, coordinating with Product, Support and executive leadership.
• Shape deal strategy, renewals, and expansion negotiations including usage-based revenue considerations.
• Channel customer insights to Product and Marketing to influence roadmap priorities and advocacy programs.
• Standardize KPIs, tooling and dashboards for forecast accuracy and accountability.
• Build a high-performance culture by recruiting, coaching, and developing talent with clear career paths.

Skills

Executive leadership

NRR growth

Strategic account planning

C-level relationship management

Cross-functional collaboration

Sales collaboration

Storytelling

Change management

Education

Bachelor's degree

MBA

Tools

CRM platforms

Data analytics tools

Job description

Sinch is seeking a Senior Director of Customer Success for Strategic Accounts in the United States. You will own the success, retention, and growth of Sinch's largest customer relationships, guiding a team of CS leaders and Strategic CSMs to achieve net revenue retention and expansion across a portfolio of strategic accounts.

You will partner with Sales, Product, Customer Excellence, and Marketing to deliver a unified customer experience from onboarding through expansion, while shaping