Dir, Customer Success

ABOUT SINCH Sinch is pioneering the way the world communicates. More than 200,000 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! DESCRIPTION Join Sinch as our Director of Customer Success and take the lead in shaping exceptional experiences for our Financial Services customers while guiding a high-impact Customer Success team. In this role, you’ll have the opportunity to scale customer success programs, strengthen long-term retention and growth, and help ensure our customers realize measurable value from the Sinch platform. With a specific focus on the Financial Services sector, you’ll build trusted relationships with customers and help them navigate their unique business needs and priorities. You’ll set and execute customer success strategies that align with our broader business goals while building trusted relationships with customers and creating experiences that drive satisfaction, advocacy, and growth. You’ll work closely with teams across Sales, Product, Marketing, and Support, giving you the opportunity to influence both the customer experience and how we continue to evolve our approach to Customer Success. This is a temporary position anticipated to last approximately 12 months. The anticipated duration is provided for planning purposes and does not guarantee employment for any specific period or alter the at-will nature of employment. What You'll Do Lead, mentor, and grow a high-performing Customer Success team focused on adoption, retention, and expansion objectives. Build and maintain executive-level relationships with strategic customers to understand their business goals and drive long-term partnerships. Define and track key metrics—including Net Revenue Retention, CSAT, customer health, and time-to-value—to assess performance and guide improvements. Partner cross-functionally to align go-to-market strategies, facilitate customer feedback loops, and support lifecycle planning. Act as a passionate advocate for customers, leveraging insights to influence product development, service enhancements, and internal processes. Ensure operational excellence by standardizing playbooks, enhancing tooling, and scaling best practices. Foster a customer-first culture centered on proactive support, measurable outcomes, and shared success. REQUIREMENTS You have experience in customer success, account management, or related fields. You bring proven experience in a sales leadership role, preferably in the tech industry. You have outstanding communication and interpersonal skills. You bring strong analytical and problem-solving abilities. You have the ability to manage and motivate a team to compete and succeed. You bring a meticulous focus on detail and dedication to customer happiness. You have experience with email delivery or CPaaS solutions. You are familiar with international customer success strategies. You have an advanced degree or equivalent experience in business or a related field. 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! Benefits STAY 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 including an employer match for all participants. TAKE A BREAK: Enjoy a generous paid time off program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation. PUT FAMILY FIRST: We know that families can be built in a variety of ways; therefore, we offer paid parental leave and family planning support. WORK WHEREVER: Our flexible remote work offerings allow you to work wherever you are the most productive and successful. It is what you do, not where you work, that matters. 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: We offer discounts on retail, entertainment and more through our Reward+ program. The estimated total annual on-target earnings (OTE) for this role are $214,400 - $321,600. The annual starting base salary for this position is $160,800 – $241,200. Factors that may affect starting pay within this range include geography/ market , skills, education, experience, and other qualifications. In addition to base salary, this position is eligible to participate in the Company’s commission plan, with a target commission opportunity equal to 33% of annualized base salary, subject to the terms of the applicable commission plan. This role will be accepting applications until August 28, 2026 at a minimum. Please note that the application timeline may be flexible to accommodate a comprehensive candidate evaluation process.