Sr Customer Success Manager

Sinch is a global leader in cloud communications, helping businesses connect with their customers through messaging, voice, and email. Our platform powers billions of interactions every year — from transactional alerts and marketing campaigns to rich, AI-driven conversations.

We're at an inflection point. As enterprise communication shifts from one-way messaging to intelligent, multi-turn conversations, Sinch is building the products and infrastructure that will define this next chapter. That means investing in agentic AI, conversational intelligence, and the orchestration layer that ties it all together.

About the role

Sinch is building a Customer Success organisation for its enterprise customers across EMEA. As a Senior CSM, you’ll be the strategic adviser for around 10-15 of our most important and complex customers. These are large, multi-channel, multi-country relationships where the stakes are high and the conversations happen at executive level.

You’ll make sure these customers get measurable value from Sinch, see risk before it becomes churn, and bring new ideas to the table. You’ll work as a pair with the Account Manager on each account, supported by our global Onboarding and Customer Excellence teams and Sales Engineering.

Key responsibilities

• Be the strategic adviser for a portfolio of about 10-15 top-tier customers, accountable for their health, adoption and retention.
• Build and maintain relationships with customer executives, owning the conversation about value and outcomes alongside the Account Manager’s commercial relationship.
• Lead innovation sessions and strategic workshops. Use the customer’s goals and usage data to show where Sinch can do more, with Sales Engineering and Account Management turning the outcomes into solutions and opportunities.
• Build success plans with each customer, and run executive business reviews that show measurable impact.
• Monitor health in depth (usage, traffic, quality, support and commercial signals), spot risk early, and lead the response, including complex escalations involving global teams. Proactive renewal planning.
• Coordinate Onboarding, Customer Excellence, Support, Sales Engineering and Product so your customers experience one Sinch.
• Bring structured, evidence-based customer insight back to Product.
• Use AI and automation to go deeper on your accounts (research, preparation, risk signals) and share what works with the team.
• Help raise the team’s practice by sharing your playbooks and coaching colleagues who are new to Customer Success.

About you

• 8+ years in Customer Success, strategic account management or technical account management, including several years owning a small number of large, complex enterprise customers
• A track record of retaining and growing high-value accounts. You can walk us through an account you saved or transformed.
• Confidence with executives: you’ve run executive business reviews and strategy workshops with C-level and VP-level customer stakeholders, and they asked you back
• Strong facilitation and storytelling skills: you can turn data into a clear point of view and lead a room
• Comfort with technology: you understand how customers integrate and use API- or platform-based products, can read usage data to spot risk and opportunity, and hold credible conversations with customer engineering teams, knowing when to bring in Sales Engineering
• Experience coordinating complex, multi-stakeholder, multi-country accounts across a matrix organisation
• Curiosity about AI, with real examples of how you’ve used it in your work
• Experience with Salesforce and a CS platform (Gainsight or similar)
• University degree preferred, or equivalent professional experience
• Fluent German and English
• Willingness to travel regularly across DACH

Our corporate language is English, please submit your application in English.

At Sinch, we value learning, embrace change, and offer opportunities for personal and professional growth. Unfortunately, we are not supporting relocation at this time.

Applicants must:

• Hold a German or EU/EEA citizenship.

• Have a valid German work permit.

About 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!

The monthly salary for this position is between 60k to 110k Euro base per year plus commissions. Factors which may affect pay within this range may include skills, education, experience, and other qualifications.