Customer Success Manager

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 

As our new Customer Success Manager, you will turn clients into fans by ensuring strategic and high-quality approach that aligns with the clients' business goals. Your role involves building and nurturing strong relationships and consistently exceeding their expectations through proactive and tailored solutions. Your primary responsibility is account development and growth.

You will report to the Regional Director DACH based in Munich.

As Customer Success Manager DACH, you will:

• Strategic Relationship Management: Build and manage executive relationships that allow us to become a strategic partner within the assigned existing account base

• Own and drive account planning and customer business reviews

• Identify and close Expansion Opportunities: During customer touchpoints, proactively identify expansion opportunities for existing volume and additional use-cases or products

• Customer Retention: Actively retain and renew customers by ensuring a positive experience throughout the life cycle

• Customer Health Monitoring: Regularly assess and monitor the overall health and satisfaction of the customer

• Account Planning: Collaborate with account teams to develop a strategic plan aligned with customer objectives and goals

• Product Utilization: Leverage customer usage data and collaborate with key users to optimize and maximize product adoption

• Facilitate Issue Resolution: Gather customer feedback and facilitate timely issue resolution

REQUIREMENTS

For this position we are looking for a Customer Success Manager with experience of working in the DACH region, who is customer-oriented with a proven ability to establish and maintain relationships with high-level decision-makers.

In order to be successful in this role, we believe you have:

• Bachelor's degree in business administration, telecommunications or related field

• Proven track record of at least 3 years of key account management or sales, preferably within relevant industry

• Excellent communication, negotiation, and interpersonal skills with an ability to conceptualize the technical and commercial values of our offering.

• Self-motivated, results-driven and able to work independently

• It is an advantage to have experience within the field of Mobile Marketing / Messaging (SMS A2P, Rich SMS, RCS, WhatsApp, etc.) or in a related field (emailing, online advertising, mobile applications, etc.).

• Fluency in German and English is required

• Willingness to travel

Our corporate language is English, please submit your application in English.

At Sinch, we value learning, embrace change, and offer opportunities for personal and professional growth. Unfortunately, we are not supporting relocation outside the EU at this time. Applicants must:

• Hold German or EU/EEA citizenship.
• Have a valid German work permit.

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: No matter who you are, we hope you find an exciting path forward - hopefully with us