SVP, Customer Success

Role Overview

• 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.
• 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.
• 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.
• 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.
• 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.
• 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) and 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.

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.