Strategic Accounts CS Leader: Net Revenue Growth

Sinch; Chicago (IL); Remote; USD 177,000 - 221,000; Full time

Benefits offered by this job

Medical, dental, and vision plans

Telehealth access

Employee Assistance Program

401(k) with employer match

Paid time off

Job summary

Sinch is seeking a Senior Director of Customer Success for Strategic Accounts to own success, retention, and expansion across the largest client relationships. You will lead a team of CS leaders and Strategic CSMs, reporting to the SVP of CS, and collaborate with Sales, Product, and Marketing to deliver unified experiences from onboarding through expansion.

The role requires executive-level relationship building with C-suite stakeholders, strategic planning across global segments, and a strong

Qualifications

• Senior leadership experience in customer success or strategic accounts.
• Proven track record of delivering net revenue retention, retention, and expansion.
• Experience building executive-level relationships with enterprise customers.
• Strategic planning across global segments and verticals.
• Experience scaling teams of managers and individual contributors, with coaching.
• Strong commercial acumen with renewals, expansion and negotiations.
• Proficiency in CS and CRM platforms, reporting, automation, and data analytics.
• Cross-functional collaboration with Sales, Product, Support, Marketing, and Finance.
• Excellent executive presence and customer advocacy.
• Bachelor's degree; MBA or equivalent preferred.

Responsibilities

• Lead and develop a team of Customer Success Directors and Strategic CSMs for high-value accounts.
• Own net revenue retention targets for the Strategic Accounts portfolio.
• Build multi-year strategic account plans tying Sinch's solutions to customer objectives, with clear metrics.
• Serve as executive sponsor and escalation point for strategic customers with C-level executives.
• Deploy a high-touch lifecycle model for onboarding, adoption, value realization, advocacy, renewal, and expansion.
• Shape deal strategy, contract renewals, and renewal negotiations for strategic accounts.
• Channel strategic insights into Product and Marketing to influence roadmap priorities.
• Standardize KPIs, tooling, and dashboards for forecast accuracy and accountability.
• Build a high-performance culture by recruiting and developing top talent.

Skills

Executive leadership

NRR & retention focus

Strategic account planning

C-level relationship management

Cross-functional collaboration

CS/CRM platforms

Data analytics

Storytelling & advocacy

Change management

CPaaS / SaaS knowledge

Education

Bachelor's degree

MBA or equivalent

Tools

CRM platforms

Reporting tools

Automation tools

Job description

Sinch is seeking a Senior Director of Customer Success for Strategic Accounts to own success, retention, and expansion across the largest client relationships. You will lead a team of CS leaders and Strategic CSMs, reporting to the SVP of CS, and collaborate with Sales, Product, and Marketing to deliver unified experiences from onboarding through expansion.

The role requires executive-level relationship building with C-suite stakeholders, strategic planning across global segments, and a strong