Customer Success Manager - Mid Market

Sinch is a global leader in the growing market for Communication Platforms as a Service (CPaaS) and mobile customer engagement. We are specialists in allowing businesses to reach everyone on the planet, in seconds or less, through mobile messaging, email, voice, and video.

We reach every phone on earth. From the lifechanging to the time-saving, we're helping our customers to interact with people like never before. For you, that means working in an environment that offers an incredible variety of exciting challenges, and the chance to impact how billions of people engage with their favorite brands. The dream of personalizing content to all 15 billion phones on the planet.

More than 150,000 businesses, including many of the world’s largest companies and mobile operators, use Sinch’s advanced technology platform to engage with their customers. Moreover, Sinch has been profitable and fast-growing since its foundation. Sinch's core values are Make it Happen, Dream Big, Keep it Simple and Win Together. These values describe how our global organization works and inspire every of our more than 5,000 employees across 60 different countries.

The essence of the role:

We are seeking a Customer Success Manager with Mid-Market account management expertise and a strong track record of success. This role focuses on cross-sell and upsell opportunities within a portfolio of existing accounts.

As an Individual Contributor, the CSM must be a proactive, customer-first professional who excels at identifying opportunities, expanding relationships, and driving revenue growth. This role requires close collaboration with Technical, Service Implementation, and Customer Success teams to enhance customer engagement and maximize service adoption.

The ideal candidate is an analytical thinker with a consultative approach, skilled in business development and client relationship management.

Responsibilities include maintaining strong client relationships, ensuring value delivery, and identifying new opportunities for growth within existing accounts.

Key Responsibility Areas:

• Identify and pursue business opportunities by analyzing sales options and industry trends.
• Develop and maintain strong relationships with existing clients, acting as their primary touchpoint and trusted advisor.
• Promote deeper product usage by creating clear, value-driven use cases.
• Track customer health metrics, proactively addressing issues to ensure satisfaction and retention.
• Provide ongoing support, insights, and recommendations to improve service adoption and profitability.
• Collect and relay customer feedback to Engineering and Product teams to inform future development.
• Accurately forecast business performance and maintain CRM data in Salesforce.
• Stay current on industry trends, competitive activity, and best practices.
• Maintain professional and technical knowledge through ongoing learning and networking.

This role carries cross-sell and up-sell targets and is based in the U.S., reporting to the VP of Enterprise Accounts, North America.

Skill Sets Required:

• Bachelor’s or master’s degree preferred.
• At least 2 (preferably 3-5) years of industry Enterprise Sales and/or Account Management Experience working with Mid-Market & SMB Customers or Customers.
• Background in CPaaS or other related Enterprise Sales experience preferred.
• Knowledge of Messaging, Telecom and/or Enterprise Software.
• Able to manage the entire upsell/cross-sell sales cycle from qualification to presentation, closing and implementation.
• Relationship building skills are critical.
• High energy and motivated personality who can drive revenue growth.
• Demonstrated track record of success in previous Sales / Account Management roles.
• High degree of initiative, dependability, autonomy, and ambitious drive.
• Must have excellent work ethic.
• Fluency in English is required.
• Some travel (15%) may be required.