Offer summary

Qualifications:

Minimum of 3 years of experience in customer success roles, preferably in the SaaS and/or SMB space., Strong understanding of the SaaS business model and customer success methodologies., Excellent analytical and problem-solving abilities with proficiency in data analysis., Customer-centric mindset with excellent communication and interpersonal skills..

Key responsibilities:

Actively retain and renew customers by ensuring a positive experience throughout their lifecycle.

Regularly assess and monitor the overall health and satisfaction of the customer base.

Proactively identify expansion opportunities and support customers in upgrading or adding requirements.

Gather customer feedback and facilitate timely issue resolution.

Job description

ABOUT SINCH

Sinch is pioneering the way the world communicates. More than 175,000 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!

Why do we have this role?

Sinch is currently transforming Customer Success Function and has the need to hire a Customer Success Manager SMB in the APAC region.

The primary goals will be to ensure that ensures that allocated accounts and house account customers who raise their hands are responded to in a timely manner. They also delivery an uplift of GP through expansion opportunities with existing customers. This is a role that focuses on managing many customers, often with lower revenue potential, in a scalable and efficient manner.

Ultimately, you will ensure an exceptional engagement experience is provided for every customer.

What do you do in the role?

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 base
Identify Expansion Opportunities: Proactively identify expansion opportunities - Support customers through the process for upgrading or adding additional requirements to existing contracts
Facilitate Issue Resolution: Gather customer feedback and facilitate timely issue resolution
Voice of the Customer: Be a key stakeholder and ‘Voice of the customer’ for product roadmap development.
Gainsight: Respond promptly to Gainsight-driven call-to-actions, addressing risks and seizing opportunities within the customer base.

How success will be measured?

Portfolio GP
Retention of portfolio
Expansion of revenue in accounts through cross-sell and up-sell
Customer Health Metrics

What experience/qualities you need to bring with you:

Minimum of 3 years of experience in customer success roles, preferably in the SaaS and/or SMB space.
Strong understanding of the SaaS business model and familiarity with customer success methodologies and best practices.
Proven ability to overachieve KPI’s
Excellent analytical and problem-solving abilities, with proficiency in data analysis and using insights to drive business decisions.
Customer-Centric Mindset: A customer-centric approach with a deep commitment to delivering exceptional customer experiences and driving customer success.
Excellent communication and interpersonal skills to effectively collaborate with cross-functional teams and engage with customers.
Proven ability to lead and mentor a team, fostering a positive and performance-driven work culture.
Thrive in a dynamic environment, demonstrating adaptability, resilience, and a willingness to take initiative.

Our Commitment

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

Our core values—Dream Big, Win Together, Keep It Simple, and Make It Happen—serve as the foundation for fostering a culture where diverse thinking, skills, and experiences are embraced, driving innovation and better business results.

Your Life at Sinch

At Sinch, being a Sincher means continuously learning and pursuing new challenges. Whether you work in our offices, from home, or in a hybrid model, we celebrate change and embrace the unknown. You’ll roll up your sleeves and make a meaningful impact on the world.

The path to success is always upward, and opportunities are closer than you think. It’s time to chase answers, tackle challenges, and follow your dreams.

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!

Ready to join us on this journey? Apply now!

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