Job Description

Sinch is a global leader in the growing market for Communication Platforms as a Service (CPaaS) and mobile customer engagement. We are specialists in allowing businesses to reach everyone on the planet, in seconds or less, through mobile messaging, email, voice, and video. With a presence in more than 50 countries, whether you know us or not, you’ve definitely used our tech. We reach every phone on earth, with over 147 billion conversations every year. 

We are seeking a Customer Success Manager where you will work with a portfolio of high value customers, getting to know their business goals and communication objectives to uncover ways to grow their use of our products. You will work to reduce churn by using data on customer behaviour to intervene when usage changes, and by removing friction or increasing customers’ understanding of the benefits of Sinch products and services. You will be responsible for customer health and expansion opportunities.

Key responsibilities:

• Customer Relationship Management: Cultivate strong relationships within the assigned account base,
• Account Planning: Develop a strategic plan aligned with customer objectives and goals
• Customer Health Maintenance: Monitoring customer satisfaction via business reviews, adoption, CSAT/NPS scores to prevent churn/mitigate churn risk 
• Customer Retention: Actively retain and renew customers by ensuring a positive experience throughout the life cycle
• Customer Health Monitoring: Regularly assess and monitor the overall health and satisfaction of the customer
• Identify Expansion Opportunities: Proactively identify expansion opportunities - Support customer through the process for upgrading or adding additional requirements to existing contract
• Contract Renewals: Support customer through renewal process via meetings, emails, and other support methods
• Facilitate Issue Resolution: Gather customer feedback and facilitate timely issue resolution

The successful candidate will have proven experience in customer success, ideally in a SaaS enterprise environment. You have a customer-centric approach with a deep commitment to delivering exceptional customer experiences and driving customer success. You have a passion to build strong internal networks through influencing and trust, have excellent communication skills and the ability to manage multiple competing priorities simultaneously. You’re a creative and innovative in problem solving and providing solutions, with demonstrated ability to find growth opportunities within an account. While displaying the ability to work autonomously with a high level of self-motivation.

We dream big — for our company, our customers, and our employees — and we hire the best talent worldwide to help us bring our vision to life. We have a local presence in more than 60 countries — probably somewhere near you!

We are committed to building an engaged and talented workforce that represents an environment that is inclusive, supports flexibility and welcomes diversity.

Our values of  Dream Big ,  Win Together ,  Keep it simple and  Make it Happen are the foundation for fostering an environment where diversity of thinking, skills and experiences are embraced, delivering innovation and better business results.

We value our team by offering:

• WHERE YOU WORK MATTERS: We understand the benefit of a flexible schedule where you can best impact both your personal and work life, so we offer a hybrid working arrangement, work from home set up reimbursement and a global mobility policy.
• PUT FAMILY FIRST: We know that building a family take priority, therefore we offer a generous parental leave program: 26 weeks salary for primary care giver and 4 weeks salary for secondary care giver
• CELEBRATE YOURESELF: By providing a day off for your birthday, we want you to take the time to celebrate the year you’ve had with your nearest and dearest.
• TAKE A BREAK: Enjoy a generous annual leave program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.
• STAY HEALTHY: Physical wellness supports mental wellness, so we offer a monthly fitness reimbursement allowance and other wellness programs
• TAKE THE NEXT STEP: Coaching and career development support, including access to a range of online professional development courses
• CARE FOR YOURSELF: Take advantage of our free virtual counselling resources through our global Employee Assistance Program. Your mental health is as important as your physical health.
• MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice.
• TREAT YOURSELF: Access to Reward+ program that offers a wide range of discounts and deals across retail, entertainment and much more.

If you are looking for the next opportunity in your career and want to work for a growing tech company, then Apply Now.

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