Senior Director, Customer Success

Sinch

. Lead and develop Customer Success Directors and Strategic CSMs responsible for highest-value accounts .

Posted 10/14/2026full-timeRemote • United StatesSenior💰 $176,800 - $221,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading Customer Success teams, driving net revenue retention, and building strategic account plans aligned with customer objectives. Proven ability to foster executive relationships and manage complex escalations while enhancing customer advocacy and satisfaction.

Highest-signal resume keywords

Customer Success LeadershipNet Revenue Retention (NRR)Strategic Account PlanningExecutive Relationship ManagementCoaching and Talent Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Strategic PlanningAccount ManagementChange ManagementContract NegotiationData Analytics

Soft Skills

Executive PresenceStorytelling AbilityCross-Functional Collaboration

Tools & Technologies

CS PlatformsCRM PlatformsReporting ToolsAutomation Tools

Certifications & Qualifications

Bachelor's DegreeMBA or Equivalent

Industry Keywords

CPaaSSaaSHigh-Growth TechnologyEnterprise Accounts

About the role

Key responsibilities & impact

Lead and develop Customer Success Directors and Strategic CSMs responsible for highest-value accounts
Own net revenue retention targets for the Strategic Accounts portfolio
Build and execute multi-year strategic account plans tied to customer business objectives
Serve as executive sponsor and senior escalation point for strategic customers
Build trusted relationships with C-level and senior customer stakeholders
Deploy a high-touch lifecycle model spanning onboarding, adoption, value realization, advocacy, renewal, and expansion
Support resolution of high-priority customer escalations with Customer Excellence, Product, and executive leadership
Shape deal strategy, contract renewals, and commercial expansion negotiations
Channel strategic customer insights into Product and Marketing to influence roadmap priorities
Build advocacy programs that increase NPS, referenceability, and brand champions
Standardize KPIs, tooling, and dashboards for forecast accuracy, visibility, and accountability
Recruit, coach, and retain top talent while creating career paths for strategic Customer Success professionals
Report to the SVP of Customer Success and collaborate with senior leaders in Sales, Product, Customer Excellence, and Marketing

Requirements

What you’ll need

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

Benefits

Comp & perks

Comprehensive medical, dental, and vision plans
Supplemental plans including telehealth access for all participants
Free virtual counselling resources through a global Employee Assistance Program
Roth and Pre-tax 401(k) options with employer match
Generous paid time off program
Paid parental leave and family planning support
Flexible remote work offerings
Paid time off for volunteering
Reward+ discounts on retail, entertainment, and more
Commission plan with a target commission opportunity equal to 25% of annualized base salary