At a Glance
- Tasks: Be the strategic adviser for enterprise customers, ensuring their success and satisfaction.
- Company: Join Sinch, a leader in customer communications with top global brands.
- Benefits: Competitive salary, professional growth opportunities, and a dynamic work environment.
- Other info: Embrace innovation and AI while collaborating with global teams.
- Why this job: Make a real impact by helping major companies enhance their customer experiences.
- Qualifications: 3+ years in Customer Success or account management with strong relationship-building skills.
The predicted salary is between 39000 - 44000 £ per year.
Sinch is pioneering the way the world communicates.
More than 150,000 businesses - including Google, Uber, Pay Pal, 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!
About the role
Sinch is building a Customer Success organisation for its enterprise customers across EMEA.
As a CSM, you’ll be the strategic adviser for our most important and complex customers.
These are large, multi-channel, multi-country relationships where the stakes are high and the conversations happen at executive level.
You’ll make sure these customers get measurable value from Sinch, see risk before it becomes churn, and bring new ideas to the table.
You’ll work as a pair with the Account Manager on each account, supported by our global Onboarding and Customer Excellence teams and Sales Engineering.
Key Responsibilities
- Be the strategic adviser for a portfolio of accounts, accountable for their health, adoption and retention.
- Build and maintain relationships with customer executives, owning the conversation about value and outcomes alongside the Account Manager’s commercial relationship.
- Lead innovation sessions and strategic workshops.
Use the customer’s goals and usage data to show where Sinch can do more, with Sales Engineering and Account Manager turning the outcomes into solutions and opportunities.
- Build success plans with each customer and run executive business reviews that show measurable impact.
- Monitor health in depth (usage, traffic, quality, support and commercial signals), spot risk early, and lead the response, including complex escalations involving global teams.
- Coordinate Onboarding, Customer Excellence, Support, Sales Engineering and Product so your customers experience one Sinch.
- Bring structured, evidence-based customer insight back to Product.
- Use AI and automation to go deeper on your accounts (research, preparation, risk signals) and share what works with the team.
- Help raise the team’s practice by sharing your playbooks and coaching colleagues who are new to Customer Success.
Requirements
- 3+ years in Customer Success, account management or technical account management, including several years owning a small number of large, complex enterprise customers
- A track record of retaining and growing high-value accounts. You can walk us through an account you saved or transformed.
- Confidence with executives: you’ve run executive business reviews and strategy workshops with C-level and VP-level customer stakeholders, and they asked you back
- Strong facilitation and storytelling skills: you can turn data into a clear point of view and lead a room
- Comfort with technology: you understand how customers integrate and use API- or platform-based products, can read usage data to spot risk and opportunity, and hold credible conversations with customer engineering teams, knowing when to bring in Sales Engineering
- Experience coordinating complex, multi-stakeholder, multi-country accounts across a matrix organisation
- Curiosity about AI, with real examples of how you’ve used it in your work
- Experience with Salesforce and a CS platform (Gainsight or similar)
- University degree preferred, or equivalent professional experience
- Willingness to travel regularly across UK&I
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 at this time.
Applicants must
- Hold a British citizenship.
- Have a valid British work permit.
- About 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.
The annual base salary for this position ranges from £39,000 to £44,000, plus a variable compensation component to be determined.
Factors which may affect pay within this range may include skills, education, experience, and other qualifications.
Customer Success Manager UK&I employer: Sinch
At Sinch, we are not just about pioneering communication; we are committed to fostering a vibrant work culture that values collaboration, innovation, and personal growth. As a New Sales Executive in the UKI region, you will thrive in an environment that encourages you to 'Dream Big' and 'Win Together', with ample opportunities for professional development and a competitive compensation package. Join us in shaping the future of customer communications while enjoying the unique advantage of working with industry-leading clients and a supportive team dedicated to your success.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager UK&I
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sinch. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Sinch before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager UK&I
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Sinch:Your cover letter is your chance to shine! Tell us why you want to work at Sinch specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Sinch!
How to prepare for a job interview at Sinch
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
