Senior Director of Customer Success

Join Sinch, a leading global communications platform, as the Senior Director of Customer Success for Strategic Accounts. In this leadership role, you will be responsible for the success, retention, and growth of Sinch's largest customer relationships. You will lead a team of Customer Success leaders and Strategic CSMs, report to the SVP of Customer Success, and collaborate closely with senior leaders in Sales, Product, Customer Excellence, and Marketing. Your key responsibilities will include building and executing multi-year strategic account plans, serving as the executive sponsor for strategic customers, shaping deal strategy and contract renewals, and building a high-performance culture within your team.

• Lead and develop a team of Customer Success Directors and Strategic CSMs responsible for Sinch's highest-value accounts, and own net revenue retention targets for the Strategic Accounts portfolio.
• Build and execute multi-year strategic account plans that tie Sinch's solutions to each customer's business objectives, with clear success metrics, executive sponsors, and growth pathways.
• Serve as the executive sponsor and senior escalation point for strategic customers, building trusted relationships with customer C-level and senior stakeholders.

• Experience in senior leadership roles, leading customer success, account management, or strategic account teams in a global or high-growth technology company
• Proficiency in CS and CRM platforms, reporting, automation, and data analytics tools
• Track record of leading change management and organizational improvement
• Experience building and managing executive-level relationships with enterprise customers, including C-level engagement and complex escalation management
• Strategic planning and execution expertise, including multi-year account planning across global segments and verticals
• Strong cross-functional collaboration with senior leaders across Sales, Product, Support, Marketing, and Finance
• Outstanding executive presence, storytelling ability, and customer advocacy experience
• Experience in CPaaS, communications, SaaS, or usage-based business models preferred
• Proven track record of delivering NRR, retention, and expansion results across a portfolio of large enterprise or strategic accounts
• Bachelor's degree required; MBA or equivalent preferred
• Strong commercial acumen, including experience partnering with Sales on renewals, expansion, and contract negotiations
• Experience leading and scaling teams of managers and individual contributors, with strong coaching and talent development skills