Customer Success Manager III

Customer Success Manager III - Sinch Philippines

Why do we have this role?

As Sinch continues to scale and transform its Customer Success function, the Customer Success Manager III plays a critical leadership role in delivering exceptional customer experiences, driving retention outcomes, and achieving sustainable growth across our SMB portfolio.

This role builds on the core responsibilities of a Customer Success Manager, with expanded scope and impact. You will manage a portfolio that includes high-touch and complex accounts, ensuring timely and high-quality engagement for both allocated and inbound customers. You will also identify and deliver expansion opportunities that uplift GP and drive long-term value.

As a senior member of the team, you will lead special cross-functional initiatives, act as a mentor and escalation point for junior CSMs and help onboard and support new team members. Your deep knowledge of Sinch’s systems, products, and culture will position you to represent the team in internal stakeholder meetings and critical customer conversations.

Ultimately, you will play a pivotal role in shaping both the customer journey and the future of the SMB Customer Success function at Sinch.

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
• Ownership of high touch / complex accounts
• Ability to lead and deliver cross-functional special projects
• Responsibility to onboard and support new team members
• Act as a mentor and escalation point for junior team members
• Drive initiatives that contribute to team growth, process improvement, and retention
• Represent the team in internal stakeholder meetings or customer escalations as needed

How success will be measured

• Portfolio GP
• Retention of portfolio
• Expansion of revenue in accounts through cross-sell and up-sell
• Customer Health Metrics
• Successful execution and impact of cross-functional projects
• Effectiveness in mentoring and supporting junior team members
• Contribution to team growth, process improvement, and overall team retention initiatives
• Positive outcomes and feedback from representing the team in stakeholder meetings and customer escalations

What experience/qualities you need to bring with you

• Experience: Minimum of 3 years of experience in customer success roles, preferably in the SaaS and/or SMB space.
• SaaS Knowledge: Strong understanding of the SaaS business model and familiarity with customer success methodologies and best practices.
• Performance: Proven ability to overachieve KPI’s
• Analytical Skills: 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.
• Communication: Excellent communication and interpersonal skills to effectively collaborate with cross-functional teams and engage with customers.
• Leadership: Proven ability to lead and mentor a team, fostering a positive and performance-driven work culture.
• Growth Mindset: Thrive in a dynamic environment, demonstrating adaptability, resilience, and a willingness to take initiative.

What we promise to give you

• Sinch Philippines Regional Benefits (including Perks and Benefits)
• Coaching and career development support, including access to a range of online professional development courses.
• Access to our Employee Assistance Program

SinchSaaS Values

• Dream Big: We make the impossible possible by dreaming big to solve our customers’ problems and improve their businesses. Great things happen when we dare to challenge the status quo and find creative new ways to wow them. Driven by curiosity, we believe there is no such thing as failure, only continuous learning, and development. Having big, crazy, ambitious goals drives our success.
• Win Together: Great teams work faster and better together – creating meaningful impact for customers. Together as one global team, in close collaboration with our customers, we embrace diversity, meritocracy and care about every single individual. We build trust through open and honest relationships. It’s all about the team: being inclusive, respectful, and sharing our knowledge to empower all for personal growth. We collaborate, have fun and are stronger together.
• Keep it Simple: Sinch means simple and easy. It’s how we want customers to feel when dealing with us: uncomplicated, down-to-earth, and useful. Things stay simple when you are honest, open and act with integrity. Cut the fluff and talk straight! This also means spending our time and money wisely on things that really count. Eyes on the horizon, feet on the ground.

• Make it Happen: We make things happen and make them matter – for our customers and the world. We are “doers” who value getting results and don’t overthink matters. We stay accountable for our actions, apply the highest ethical standards to set ourselves apart and always deliver. If we’re not making an impact, we rethink the approach. Structure helps us, bureaucracy and excuses do not. No putting things off – let’s get it done now.