Customer Success Manager - Enterprise Asia
Why do we have this role
Sinch is evolving the Customer Success function in Asia to bring it closer to the revenue motion. The Customer Success Manager Enterprise (CSM III) is a hybrid customer success and sales role, responsible for a named portfolio of high value Enterprise Accounts, with a particular focus on customers in the banking and retail sectors.
Building on the traditional CSM remit of customer health, retention, and churn mitigation, the CSM III also carries direct accountability for portfolio growth. This includes owning expansion and upsell targets, leading commercial conversations on plan and pricing reviews, and partnering closely with Account Executives and CS + Sales Leadership to convert whitespace into revenue. The CSM III protects and grows baseline GP within the install base, while ensuring customers continue to realise value from Sinch products and services.
Ultimately, you will combine a consultative, relationship-led approach with commercial rigour to drive both customer satisfaction and portfolio growth.
What do you do in the role
- Customer Relationship Management: Cultivate strong, trusted relationships within the assigned account base, acting as the primary point of contact for commercial and success-related matters
- Account Planning: Collaborate with Account Executives (AEs) to develop and maintain a strategic account plan aligned with customer objectives, with quarterly revisions
- Portfolio Growth & Expansion: Own the target quota for the assigned customer portfolio. Proactively work with AEs for expansion opportunities, including cross-sell of new products, expansion into new use cases/departments/geographies, plan and pricing reviews, and win-backs/reactivations
- Commercial Negotiation: Lead commercial conversations and negotiations for upsells, renewals, and plan changes, working with CS + Sales Leadership where needed for larger or more complex deals
- Customer Health Maintenance: Monitor customer satisfaction via business reviews, adoption, and CSAT/NPS scores to prevent or mitigate churn risk
- Customer Retention: Actively retain and renew customers, securing commercial renewal terms and ensuring a positive experience throughout the lifecycle
- Baseline Gross Profit Management: Maintain and protect baseline GP across the portfolio, adjusting commercial levers as needed based on customer interactions and proactively resolving margin erosion
- Stakeholder Mapping: Work with Account Executives on stakeholder mapping to support deeper departmental penetration within strategic accounts
- Strategic Business Reviews: Lead Executive Business Reviews (EBRs) at least annually for top strategic accounts, and Quarterly Business Reviews (QBRs), to uncover upsell, cross-sell, and retention opportunities
- Facilitate Issue Resolution: Gather customer feedback and facilitate timely issue resolution, liaising with Support, Billing, and TAM functions as required
How success will be measured
- Portfolio Gross Profit
- Team GP
- Volume target
- Expansion target
- Churn
- Customer Health Score
What experience/qualities you need to bring with you
- Experience: Minimum of 8 years of experience in customer success or account management roles, with a proven track record of carrying and exceeding a sales/expansion quota
- Industry Background: Demonstrated experience working with Banking and/or Retail customers in an Enterprise capacity, with an understanding of their business drivers, procurement processes, and regulatory environment
- Sales Acumen: Proven ability to lead commercial negotiations, identify whitespace, and convert expansion opportunities into closed revenue
- SaaS Knowledge: Strong understanding of the SaaS business model and familiarity with customer success methodologies and best practices
- Performance: Proven ability to overachieve quota and KPI's
- Analytical Skills: Excellent analytical and problem-solving abilities, with proficiency in data analysis and using insights to drive business and commercial decisions
- Customer-Centric Mindset: A customer-centric approach with a deep commitment to delivering exceptional customer experiences while driving commercial outcomes
- Communication: Excellent communication, negotiation, and interpersonal skills to effectively collaborate with cross-functional teams and engage with senior customer stakeholders
- Leadership: Proven ability to lead and mentor a team, fostering a positive and performance-driven work culture
- Growth Mindset: Thrive in a dynamic environment, demonstrating adaptability, resilience, and a willingness to take initiative
Sinch/ SaaS Values
- Dream Big - We make the impossible possible by dreaming big to solve our customers problems and improve their businesses. Great things happen when we dare to challenge the status quo and find creative new ways to wow them. Driven by curiosity, we believe there is no such thing as failure, only continuous learning, and development. Having big, crazy, ambitious goals drives our success.
- Win Together - Great teams work faster and better together - creating meaningful impact for customers. Together as one global team, in close collaboration with our customers, we embrace diversity, meritocracy, and care about every single individual. We build trust through open and honest relationships. It's all about the team: being inclusive, respectful, and sharing our knowledge to empower all for personal growth. We collaborate, have fun, and are stronger together.
- Keep it Simple - Sinch means simple and easy. It's how we want customers to feel when dealing with us: uncomplicated, down-to-earth, and useful. Things stay simple when you are honest, open, and act with integrity. Cut the fluff and talk straight! This also means spending our time and money wisely on things that really count. Eyes on the horizon, feet on the ground.
- Make it Happen - We make things happen and make them matter - for our customers and the world. We are doers who value getting results and don't overthink matters. We stay accountable for our actions, apply the highest ethical standards to set ourselves apart, and always deliver. If we're not making an impact, we rethink the approach. Structure helps us; bureaucracy and excuses do not. No putting things off - let's get it done now.
