Customer Success Manager II

ABOUT SINCH

Sinch is pioneering the way the world communicates. More than 150,000 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

As a Customer Success Manager II, you will take ownership of a portfolio of customers with increasing complexity and strategic value, acting as a key partner in their long-term success. Through proactive engagement, strategic planning, and a deep understanding of customer goals, you'll drive product adoption, enable value realization, and foster strong, trust-based relationships that support retention and growth.

In this role, you'll collaborate cross-functionally with Sales, Product, Support, and Implementation teams to deliver a seamless and outcomes-focused customer experience. You'll guide customers through best practices and tailored use cases, lead onboarding transitions and business reviews, and maintain strategic success plans that align our solutions with their evolving needs. You'll also play a critical role in identifying and mitigating churn risks, surfacing customer feedback to influence internal strategy, and supporting expansion opportunities through thoughtful, consultative engagement.

This role is ideal for a Customer Success professional with a strong foundation in customer relationship management, ready to take on more strategic work across a diverse and high-impact customer base.

Key Responsibilities:

Churn Prevention: The proactive identification and mitigation of risks that could lead to customer loss, focusing on building strong relationships, resolving pain points, and delivering continuous value to ensure customer satisfaction, loyalty, and re