Customer Success Manager III

Role Overview

• Strategic Product Adoption: Lead the implementation and adoption of the Email product across the Sinch customer base in LATAM, ensuring clients achieve a successful start.
• Voice of the Customer & Product Liaison: Actively gather, consolidate, and channel client feedback and pain points to the global Product team, ensuring LATAM's needs are heard and addressed to achieve product-market fit.
• Success & Expansion Strategy: Develop and execute tailored success plans to demonstrate value, drive deeper product engagement, and identify and pursue expansion opportunities (cross-sell/up-sell) to increase email volume and use cases.
• Portfolio Health & Engagement Monitoring: Proactively track key metrics such as email volume, user engagement, and revenue for your client portfolio to identify risks, prevent churn, and drive growth.
• Relationship Building: Build strong, trust-based relationships with clients, acting as their primary business partner and advocate within Sinch for all things related to the Email product.
• Onboarding and Training: Lead an efficient onboarding process for new clients, providing comprehensive training to ensure they are well-equipped to use the product effectively.
• Business Reviews (QBRs/EBRs): Prepare and present strategic Quarterly/Executive Business Reviews, highlighting value realization, performance metrics, and a roadmap for future success.
• Internal Stakeholder Collaboration: Work closely with internal teams (Sales, Product, Support, TAMs) to ensure a cohesive and high-value experience for your clients, acting with a sense of urgency and ownership.
• Strategic Reporting: Provide clear visibility to local and global leadership on the status, achievements, challenges, and growth of the Email business in the region.

Requirements

• Previous experience in Customer Success, Account Management, or a related role, preferably in Technology, SaaS, Telecom, or CPaaS companies.
• Experience managing Mid-Market and/or Enterprise clients.
• Proven ability to act as a strategic liaison between clients and internal product teams.
• Strong analytical skills, with the ability to translate data into business insights and actions. Proficiency with data visualization tools (e.g., Power BI, Tableau) is a plus.
• Excellent verbal and written communication skills in both Portuguese and English, with the ability to influence and engage stakeholders at all levels.
• A collaborative, proactive, and results-oriented profile with a strong sense of ownership and urgency.
• Familiarity with CRM tools (Salesforce preferred) for tracking activities and opportunities.
• Certifications in Customer Success or project management are a plus.

Tech Stack

• Tableau

Benefits

• STAY HEALTHY: We cover 100% of medical and dental plans for Sinchers and eligible dependents through Bradesco Saúde.
• FLEXIBLE BENEFITS: With the Caju flexible benefit card, our Sinchers can choose to use benefits on food, education, and home office assistance.
• FAMILY FIRST: Our Sinchers can enjoy paid maternity leave for 180 days and paternity leave for 30 days. Plus, we provide daycare assistance for kids up to five years old.
• EVERYDAY WELLBEING: We partner with Wellhub to help Sinchers access gyms and wellness options.
• SECURE YOUR FUTURE: Our Partnership with Prudential life insurance provides coverage for all Sinchers in the events of unexpected absences, serious illness, accidents, and disabilities.
• DIVERSITY AND INCLUSION: We offer annual reimbursements for certain expenses related to disabilities and/or transgender needs.
• TAKE A BREAK: Our Sinchers can take a day off on their birthday to celebrate with their loved ones.