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
The Senior Vice President (SVP), Customer Success is responsible for leading and scaling a ~100-person Customer Success organization across Sinch’s full portfolio of messaging, voice, email, and conversational solutions.
This executive owns post-sales revenue performance, including retention, expansion, customer lifetime value, executive engagement, and operational excellence across the N.America region.
The SVP will build a high-performance culture focused on growth, operational rigor, and measurable customer impact — positioning Customer Success as a primary driver of durable revenue expansion.
What You’ll Do
1. Revenue Ownership & Growth
- Own Gross Revenue Retention (GRR), Net Revenue Retention (NRR), churn, and expansion performance.
- Deliver consistent upsell and cross-sell across the full Sinch portfolio.
- Partner closely with Sales, Product, and Finance to forecast and deliver regional revenue targets.
- Lead transformation from reactive account management to proactive value realization and growth.
2. Organizational Leadership
- Lead, develop, and scale a 100-person CS organization including senior leaders, managers, and individual contributors.
- Build a performance culture anchored in accountability, transparency, and execution.
- Define clear segmentation strategy (enterprise, mid-market, digital/tech-touch).
- Ensure optimal specialist vs. generalist coverage model aligned to growth priorities.
3. Customer Lifecycle & Value Realization
- Standardize and accelerate onboarding, adoption, value realization, renewal, and expansion motions.
- Drive customer health scoring rigor and data-driven interventions.
- Reduce time-to-value and improve adoption of high-growth products (Email, Messaging APIs, etc.).
- Elevate executive engagement with strategic and high-growth accounts.
4. Executive Customer Engagement & Customer Advisory Board (CAB)
- Own the design, execution, and strategic impact of Sinch N.America Customer Advisory Board.
- Curate executive-level participation from priority enterprise customers.
- Leverage CAB insights to influence product roadmap, GTM strategy, and portfolio priorities.
- Ensure CAB outcomes translate into measurable commercial impact (retention, expansion, advocacy).
- Act as an executive sponsor for key strategic accounts and deepen C-suite relationships.
5. Operational Rigor & Systems Leadership
- Implement clear KPIs, dashboards, forecasting discipline, and pipeline visibility for renewals and expansion.
- Ensure strict CRM hygiene, data integrity, and revenue attribution discipline.
- Drive productivity, coverage ratios, and cost efficiency across the CS organization.
- Partner with RevOps to build scalable, system-driven processes.
- Leverage customer success platforms (Gainsight) and CRM tools to operationalize customer health, renewal forecasting, and expansion tracking.
6. Cross-Functional Leadership
- Act as the voice of the customer internally.
- Provide structured feedback loops into Product and Marketing.
- Partner with Sales leadership to ensure seamless handoffs and shared revenue accountability.
- Collaborate with Finance on budgeting, resource allocation, and ROI analysis.
REQUIREMENTS
- 10+ years of experience in SaaS, CPaaS, or enterprise technology businesses.
- Proven executive leadership of large, multi-layered Customer Success or Account Management organizations (75+ employees).
- Demonstrated track record of delivering double-digit NRR and reducing churn in complex enterprise environments.
- Deep hands-on experience with CRM and customer success platforms, including
- Salesforce (renewal forecasting, pipeline discipline, data governance)
- Gainsight (health scoring, lifecycle orchestration, adoption analytics)
- Experience building and leading executive-level Customer Advisory Boards or structured customer governance programs.
- Strong commercial acumen with clear ownership of revenue outcomes.
- Deep operational discipline and comfort leading through metrics and systems.
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!
BENEFITS
- STAY HEALTHY: We offer comprehensive market competitive medical, dental, and vision plans. A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants.
- CARE FOR YOURSELF: Take advantage of our free virtual counselling resources through our global Employee Assistance Program. Your mental health is as important as your physical health.
- SECURE YOUR FUTURE: Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants.
- TAKE A BREAK: Enjoy a generous paid time off program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.
- PUT FAMILY FIRST: We know that families can be built in a variety of ways; therefore, we offer paid parental leave and family planning support.
- WORK WHEREVER: Our flexible remote work offerings allow you to work wherever you are the most productive and successful. It is what you do, not where you work, that matters.
- MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice.
Salary + Commission:
The annual starting base salary for this position is $248,000-$311,000. Factors that may affect starting pay within this range include geography/market, skills, education, experience, and other qualifications. In addition to base salary, this position is eligible to participate in the Company’s commission plan, with a target commission opportunity equal to 30% of annualized base salary, subject to the terms of the applicable commission plan. This role will be accepting applications until April 18, 2026 at a minimum. Please note that the application timeline may be flexible to accommodate a comprehensive candidate evaluation process.
Location: This role is remote but applicants needs to reside near one of our office locations: Atlanta, GA; San Antonio, TX; Chicago, IL; Denver, CO.