Customer Success Manager II

ABOUT SINCH Sinch is pioneering the way the world communicates. More than 150,000 businesses — including Google, Uber, Paypal, Visa, Tinder, and many others — rely on Sinch’s Customer Communications Cloud to power engaging customer experiences through mobile messaging, voice, and email. Whether you need to verify users or craft omnichannel campaigns, Sinch makes it easy. Our AI-infused Super Network, APIs, and applications ensure you can connect with your customers reliably and securely, at every step of their journey. At Sinch we “Dream Big”, “Win Together”, “Keep it simple”, and “Make it Happen”. These values are our foundation! DESCRIPTIONAs a Customer Success Manager II, you will take ownership of a portfolio of customers with increasing complexity and strategic value, acting as a key partner in their long-term success. Through proactive engagement, strategic planning, and a deep understanding of customer goals, you’ll drive product adoption, enable value realization, and foster strong, trust-based relationships that support retention and growth.In this role, you’ll collaborate cross-functionally with Sales, Product, Support, and Implementation teams to deliver a seamless and outcomes-focused customer experience. You’ll guide customers through best practices and tailored use cases, lead onboarding transitions and business reviews, and maintain strategic success plans that align our solutions with their evolving needs. You’ll also play a critical role in identifying and mitigating churn risks, surfacing customer feedback to influence internal strategy, and supporting expansion opportunities through thoughtful, consultative engagement.This role is ideal for a Customer Success professional with a strong foundation in customer relationship management, ready to take on more strategic work across a diverse and high-impact customer base.Key Responsibilities:Churn Prevention: The proactive identification and mitigation of risks that could lead to customer loss, focusing on building strong relationships, resolving pain points, and delivering continuous value to ensure customer satisfaction, loyalty, and retention.Building Customer Relationships: The strategic development of trust-based, long-term connections with customers through consistent engagement, empathy, and personalized support, driving loyalty and mutual value.Success Planning: The process of collaboratively defining and executing a plan with customers to ensure they achieve their desired outcomes, leveraging your product or service to deliver maximum value and long-term success.Stakeholder Alignment: The ability to build consensus and foster collaboration among internal and external stakeholders by ensuring all parties are informed, engaged, and aligned with shared goals, timelines, and deliverables in the sales and customer success process.Resource Savvy: The ability to effectively navigate both human and system resources to simplify business complexities, guide stakeholders, and ensure successful outcomes. This includes acting as a connector between internal and external stakeholders, identifying the necessary tools, processes, and information to address business needs efficiently.REQUIREMENTSA bachelor's degree and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience. Strong interpersonal skills with the ability to build rapport, manage expectations, and guide customer conversations with empathy and confidence. Working knowledge of Customer Success platforms, CRM tools, and collaboration tools. Familiarity with customer lifecycle management, usage data interpretation, and account planning. Proven ability to work cross-functionally and manage multiple priorities across a portfolio of customers.OUR HIRING PROCESS We are committed to ensuring a recruitment process that is fair, objective, consistent, and inclusive. Our approach includes structured, competency-based interviews designed to evaluate your skills, experience, and qualifications relevant to the role. At times, we may include a data-driven assessment to enhance our hiring success and identify candidates likely to excel. We believe in a two-way process and encourage you to ask questions throughout the journey. If this role isn't what you're looking for, please explore the other opportunities listed on our career page: https://www.sinch.com/careers/. No matter who you are, we hope you find an exciting path forward - hopefully with us! BENEFITSSTAY HEALTHY: We offer comprehensive market competitive medical, dental, and vision plans. A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants. 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. SECURE YOUR FUTURE: Plan for your future with our Roth and Pre-tax 401(k) options incl