Vice President of Customer Success - Americas

Sinch is seeking a dynamic and experienced Vice President of Customer Success to lead and drive our customer success initiatives in the Americas market. This pivotal role will be responsible for ensuring customer satisfaction, retention, and growth, while fostering strong relationships with our clients. The ideal candidate will have a proven track record of driving customer success within the tech industry, revenue expansion, exceptional leadership skills, and a deep understanding of the Americas market.

Key Responsibilities:

1. Strategic Leadership: Develop and execute the customer success strategy for the Americas, aligning it with Sinch's overall corporate objectives. Set clear goals and KPIs for the Customer Success team and oversee their implementation.
2. Customer Retention: Implement and oversee programs to proactively identify and address customer needs, ensuring their ongoing satisfaction and loyalty. Create strategies to reduce churn, grow revenues and increase customer lifetime value.
3. Account Management: Build and manage relationships with key customer accounts, serving as a trusted advisor and escalation point for customer issues. Collaborate with the Sales team to identify expansion and upsell opportunities.
4. Team Development: Lead, mentor, and develop a high-performing Customer Success team. Encourage continuous learning, set performance expectations, and provide coaching to ensure team members excel in their roles.
5. Data-Driven Insights: Utilize data and analytics to gain insights into customer behavior and product usage, providing actionable recommendations to improve customer success metrics. Develop and maintain customer success metrics and plans.
6. Process Improvement: Continuously evaluate and optimize customer success processes, including onboarding, training, support, and feedback mechanisms. Ensure customer success best practices are shared and adopted across the organization.
7. Cross-Functional Collaboration: Collaborate closely with Sales, Product, and Marketing teams to ensure alignment in customer engagement and feedback. Help prioritize product enhancements and identify market opportunities.
8. Customer Advocacy: Foster a culture of customer advocacy and referenceability. Leverage satisfied customers to create case studies, testimonials, and references to support sales and marketing efforts.
9. Market Analysis: Stay informed about industry trends, competitive landscape, and customer needs in the Americas market. Use this knowledge to develop strategies that keep Sinch at the forefront of customer success.

Requirements

• Bachelor’s degree in business, marketing, or a related field. MBA is a plus.
• Minimum of 8 years of experience in customer success, account management, or a related field.
• Proven experience managing and developing high-performing teams.
• Strong understanding of the Americas market and regional customer dynamics.
• Exceptional interpersonal and communication skills.
• Data-driven mindset with experience using customer success analytics tools.
• Ability to travel as necessary to meet with customers and team members.

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 counseling 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’re the most productive and successful. It’s 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

Additional Information:

• Opportunity to work for a global lea