Note: The job is a remote job and is open to candidates in USA. Sinch provides a Customer Communications Cloud powered by mobile messaging, voice, email, APIs, and applications. The Director of Customer Success will lead customer success for Financial Services customers, scaling programs that drive adoption, retention, growth, and measurable customer value while managing a high-performing team and collaborating cross-functionally.
Responsibilities
- Lead, mentor, and grow a high-performing Customer Success team focused on adoption, retention, and expansion objectives
- Build and maintain executive-level relationships with strategic customers to understand their business goals and drive long-term partnerships
- Define and track key metrics—including Net Revenue Retention, CSAT, customer health, and time-to-value—to assess performance and guide improvements
- Partner cross-functionally to align go-to-market strategies, facilitate customer feedback loops, and support lifecycle planning
- Act as a passionate advocate for customers, leveraging insights to influence product development, service enhancements, and internal processes
- Ensure operational excellence by standardizing playbooks, enhancing tooling, and scaling best practices
- Foster a customer-first culture centered on proactive support, measurable outcomes, and shared success
Skills
- You have experience in customer success, account management, or related fields
- You bring proven experience in a sales leadership role, preferably in the tech industry
- You have outstanding communication and interpersonal skills
- You bring strong analytical and problem-solving abilities
- You have the ability to manage and motivate a team to compete and succeed
- You bring a meticulous focus on detail and dedication to customer happiness
- You have experience with email delivery or CPaaS solutions
- You are familiar with international customer success strategies
- You have an advanced degree or equivalent experience in business or a related field
Benefits
- Comprehensive market competitive medical, dental, and vision plans.
- Supplemental plans, including access to telehealth for all participants.
- Free virtual counselling resources through our global Employee Assistance Program.
- Roth and Pre-tax 401(k) options including an employer match for all participants.
- A generous paid time off program.
- Paid parental leave and family planning support.
- Flexible remote work offerings allow you to work wherever you are the most productive and successful.
- Paid time off to support a volunteer program of your choice.
- Discounts on retail, entertainment and more through our Reward+ program.
Company Overview
Company H1B Sponsorship