Customer Success Manager II

Customer Success Manager at Sinch managing customer communications and inquiries to ensure satisfaction and retention. Handling escalations and supporting training while building strong internal and external relationships.

Posted 5/12/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $65,600 - $82,000 per yearWebsite

Tech Stack

Tools & technologies

Switching

About the role

Key responsibilities & impact

Manage customer case queue by working, resolving or reassigning cases in a timely manner. Providing regular updates to the customer until case is closed.
Provide frontline call support for customers, end users and law enforcement.
Provide clear concise documentation on all cases and tickets.
Communicate effectively, clearly and concisely (written and verbal) with both customers and internal team members.
Resolve customer issues by addressing issues and escalating urgent problems to the correct team and/or management.
Assist with Portal Training and initial account provisioning for new and existing customers.
Conduct ongoing customer portal training as needed.
Address product and service inquiries by obtaining information from internal stakeholders and communicating back to customers.
Assist with 911 address validations and provisioning.
Act as primary point of escalation assistance for customers.
Act as liaison between customer and internal partners (Translations, NOC, Sales, Product, Billing); escalating on customer behalf when necessary.
Conduct invoice reviews with customers.
Utilize reporting tools (Qlikview, BART) to address basic customer reporting questions.
Maintain customer profiles with adherence to CPNI rules.
Deliver contract amendments (rate changes) to customers.
Encourage and support customers in utilization of standard engagement procedures and tools, such as the customer portal and escalation guidelines.
Build strong internal and external relationships.
Embrace the company culture and participate in ongoing training, including staff meetings.
Assist with special projects as needed.
Monitor customer capacity weekly and update trunks as necessary.
Contributes to the creation of process, policy and job aids for the team so that they may best support and troubleshoot customer inquiries and issues.
Assists with training for new hires on programs and procedures.
Perform other job-related duties as assigned.

Requirements

What you’ll need

Bachelor’s degree with business major or equivalent work experience.
3-5 years of Customer Service experience within the telecommunications industry preferred.
Knowledge of basic switching technologies, routing and IP protocol.
Highly proficient in MS Software applications, specifically, Excel, PowerPoint and Word.
Knowledge of Messaging desired.
Experience working in Salesforce desired.
Superior Customer Services skills to help drive and maintain CSAT
Strong interpersonal skills – ability to engage and work with a variety of personalities and individuals
Strong organizational skills with multi-tasking abilities and ability to work well in highly pressured situations
Strong technical troubleshooting and problem-solving skills
Self-Motivated with a high energy level and positive attitude, exhibiting initiative and resourcefulness
Ability to prioritize; balance multiple projects with strong follow-up skills and adherence to SLAs
Operate with a high degree of professionalism, credibility and business sense
Experienced with being a "self-starter" and "finisher" with common sense and ability to stay with a problem through resolution
Accountability - Ability to accept responsibility and account for his/her actions
Analytical Skills - Ability to use thinking and reasoning to solve a problem
Autonomy - Ability to work independently with minimal supervision and manage time effectively to meet deadlines
Communication, Oral - Ability to communicate effectively with others using the spoken word
Communication, Written - Ability to communicate in writing clearly and concisely
Business Acumen - Ability to grasp and understand business concepts and issues
Presentation Skills – Clear and authoritative presentation and communication skills when working with customers
Customer Oriented - Ability to take care of the customer’s needs while following company procedures
Detail Oriented - Ability to pay attention to the minute details of a project or task
Initiative - Ability to make decisions or take actions to solve a problem or reach a goal

Benefits

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer servicetechnical troubleshootingproblem-solvingswitching technologiesroutingIP protocolreporting toolsSalesforceMS ExcelMS PowerPoint

Soft Skills

interpersonal skillsorganizational skillsmulti-taskingself-motivatedaccountabilityanalytical skillscommunication skillspresentation skillsdetail orientedinitiative