SH

SVP, Customer Success

SH

full-time

Posted on:

Location Type: Remote

Location: Colorado • Illinois • United States

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Salary

💰 $248,000 - $311,000 per year

Job Level

Lead

About the role

  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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) and 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.
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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Gross Revenue Retention (GRR)Net Revenue Retention (NRR)churn reductionupsellcross-sellcustomer health scoringKPI implementationdata governancerevenue attributionpipeline visibility
Soft Skills
executive leadershipaccountabilitytransparencyexecutioncollaborationcommercial acumenoperational disciplinestrategic thinkingcustomer advocacyrelationship building