Job DescriptionDESCRIPTION The Senior Vice President (SVP), Customer Success is responsible for leading and scaling a ~100-person Customer Success organization across Sinch's full portfolio of messaging, voice, email, and conversational solutions.
This executive owns post-sales revenue performance, including retention, expansion, customer lifetime value, executive engagement, and operational excellence across the N.America region.
The SVP will build a high-performance culture focused on growth, operational rigor, and measurable customer impact - positioning Customer Success as a primary driver of durable revenue expansion.
What You'll Do1. Revenue Ownership & Growth- 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.
2. Organizational Leadership- 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.
3. Customer Lifecycle & Value Realization- 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.
4. Executive Customer Engagement & Customer Advisory Board (CAB)- 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.
5. Operational Rigor & Systems Leadership- 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.
6. Cross-Functional Leadership- 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)
- 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.
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: https://www.sinch.com/careers/. No matter who you are, we hope you find an exciting path forward - hopefully with us!
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.
Salary + Commission:The annual starting base salary for this position is $248,000-$311,000. Factors that may affect starting pay within this range include geography/market, skills, education, experience, and other qualifications. In addition to base salary, this position is eligible to participate in the Company's commission plan, with a target commission opportunity equal to 30% of annualized base salary, subject to the terms of the applicable commission plan. This role will be accepting applications until April 18, 2026 at a minimum. Please note that the application timeline may be flexible to accommodate a comprehensive candidate evaluation process.
Location: This role is remote but applicants needs to reside near one of our office locations:
Atlanta, GA; San Antonio, TX; Chicago, IL; Denver, CO. 
