Strategic Accounts CS Leader — Growth & Retention

Sinch; United States; On-site; USD 220,000 - 320,000; Full time

Job summary

Sinch is seeking 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 Directors and Strategic CSMs, report to the SVP, and collaborate with Sales, Product, and Marketing to deliver a unified experience from onboarding through expansion.

You will build multi-year strategic plans, own net revenue retention targets, and shape renewal and expansion strategies across global,

Qualifications

• Experience leading customer success, account management, or strategic account teams.
• Proficiency in CS and CRM platforms, reporting, automation, and data analytics.
• Track record of delivering NRR, retention, and expansion results.
• Bachelor's degree required; MBA or equivalent preferred.

Responsibilities

• Own the success, retention, and growth of Sinch's largest customer relationships.
• Lead a team of Customer Success Directors and Strategic CSMs.
• Develop multi-year strategic account plans tying Sinch's solutions to customer objectives.
• Collaborate with Sales, Product, Marketing, and Finance to deliver a unified experience.
• Shape deal strategy, renewals, and commercial expansion negotiations.
• Standardize KPIs, dashboards, and reporting for forecast accuracy and accountability.

Skills

Team leadership

Strategic accounts

NRR ownership

C-level engagement

Lifecycle management

Cross-functional collab

Executive sponsorship

Renewals negotiations

CRM analytics

Account planning

Growth strategy

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 its largest customer relationships. You will lead a team of CS Directors and Strategic CSMs, report to the SVP, and collaborate with Sales, Product, and Marketing to deliver a unified experience from onboarding through expansion.

You will build multi-year strategic plans, own net revenue retention targets, and shape renewal and expansion strategies across global,