Customer Success Manager

• 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.

SVP, Customer Success

System Administrator

• Build and develop Salesforce solutions using declarative tools, ensuring that industry best practices are at the forefront of every activity.
• Design and implement complex business process automations as a dedicated Flow specialist, spanning debugging, building, testing, and deployment.
• Collaborate with the wider team to ensure all platform developments align with enterprise architecture and organizational standards.
• Provide a the highest standard of internal customer support to business stakeholders, resolving issues from user administration and data updates to system analysis.
• Optimize existing Salesforce functionalities by proactively troubleshooting, debugging, and refining processes where needed.
• Contribute to reports and dashboards enablement.
• Maintain comprehensive documentation and supporting release processes.
• Identify opportunities for continuous improvement to enhance the Salesforce ecosystem and drive business efficiency.
• Build and maintain stable working relationships internally to effectively translate stakeholder needs into technical solutions.

System Administrator III

Product Designer

• Drive discovery with PMs and engineers, ensuring we’re solving the right problems.
• Raise the craft bar through thoughtful interactions, visuals, microcopy, and edge-case handling.
• Help shape UI modernization as Mailjet’s interface and brand evolve.
• Use research and data to continuously validate assumptions and inform decisions.
• Contribute to the design system to improve consistency, accessibility, and scalability.
• Collaborate with a passionate team that moves fast and takes pride in what they build.

Customer Support

• Provide outstanding and timely technical and account/billing support in a fast-paced environment through phone, chat and email channels.
• Guide customers in their use of the platform by providing step by step support and answer questions related to our products and pricing
• Meet or exceed KPIs as set by your team leader, such as response time and quality metrics
• Ensure product knowledge is thorough and up to date by attending product briefings and training sessions
• Identify and escalate relevant concerns or customer feedback which may assist to drive improvements in both internal efficiencies and better customer outcomes

Customer Support Representative III

Sales

• Lead GTM Strategy & Execution: Evolve and execute a multi-faceted Go-to-Market strategy to drive growth and expand our market share across EMEA and Americas
• Drive Revenue Growth: Take full ownership of the Contact Pro sales targets. Develop and execute a plan to accelerate business growth and deliver results across all the KPIs (financials, pipeline, average deal size, close rate, etc.)
• Develop Partner & Channel Opportunities: Identify, build and nurture a strong partner ecosystem. This includes fostering the current partners and creating relationships with selected key partners (e.g., Telcos, System Integrators, VARs) to develop new revenue streams and expand our reach.
• Build and Lead a High-Performing Team: Lead, mentor, and grow the existing team of Sales Specialists, fostering a culture of ownership, accountability, and success in a fast-paced, evolving environment.
• Focused Planning & Execution: Assess market opportunities and white spaces to refine GTM priorities and ensure the team is engaged in the most impactful activities, including direct sales if applicable.
• Cross-Functional Collaboration: Work closely with regional sales leadership, product, and regional partner teams to ensure strategic alignment, manage dependencies, and maximize market opportunities.

Director, Sales – Contact Pro

Human Resources

• Act as a strategic partner to leaders in France and international leaders managing employees in France
• Implement global HR initiatives such as performance cycles, merit reviews, talent reviews and engagement surveys
• Play an active role in organizational and business transformation initiatives
• Collaborate with global HR teams and HR Service Centre
• Ensure full compliance with French employment law and regulations
• Act as the main HR contact for the Social and Economic Committee (CSE)

HR Business Partner III

Administration

• Handle level-appropriate customer support requests primarily via phone, tickets, and chat
• Escalate support requests as necessary through the appropriate channels
• Document all customer support phone calls/chats via the ticketing system
• Create and maintain customer loyalty by serving customers above and beyond expectations
• Foster a strong working relationship with other departments including but not limited to Sales, Operations and Support
• Exercise good judgement and decision-making at all times in order to consistently deliver superior customer outcomes

Application Support Administrator

Salesforce Developer

• Manage user accounts, roles, profiles, permission sets, and security settings
• Identify and gather requirements from stakeholders
• Create and customize objects, fields, layouts
• Create and maintain workflows, validation rules, etc.
• Create and maintain reports and dashboards to support business needs
• Provide end-user technical support
• Conduct system monitoring
• Perform data import/export activities

Salesforce Developer I

Software Engineer

• Build Sinch’s developer community presence (Discord, Slack, GitHub discussions, etc.).
• Launch a recurring cadence of developer workshops, office hours, and webinars.
• Create an “always-on” developer engagement engine.
• Collaborate with Documentation + DX teams to improve clarity, navigation, and usability.
• Drive the structure of tutorials, quickstarts, recipes, and sample projects.
• Define best practices for API storytelling and integration guides.
• Identify and run developer events (virtual & in-person).
• Build and scale a Developer Advocate Program, including external champions and internal SMEs.
• Support product launches with demos, sample apps, walkthroughs, and technical narratives.
• Partner with Growth to build developer-specific campaign.
• Ensure developer-facing funnel measurement across awareness, sign-up, and activation.
• Build automated, personalized nurture flows for developers.
• Create walkthroughs, product tours, and progressive learning sequences.
• Establish relationships with technical publications and reviewer ecosystems.
• Coordinate developer case studies, reviews, and ecosystem relations.
• Own the developer-specific narrative and messaging in the market.

Developer Marketing Manager

• The proactive identification and mitigation of risks that could lead to customer loss, focusing on building strong relationships, resolving pain points, and delivering continuous value to ensure customer satisfaction, loyalty, and retention.
• The strategic development of trust-based, long-term connections with customers through consistent engagement, empathy, and personalized support, driving loyalty and mutual value.
• The process of collaboratively defining and executing a plan with customers to ensure they achieve their desired outcomes, leveraging your product or service to deliver maximum value and long-term success.
• The ability to build consensus and foster collaboration among internal and external stakeholders by ensuring all parties are informed, engaged, and aligned with shared goals, timelines, and deliverables in the sales and customer success process.
• The ability to effectively navigate both human and system resources to simplify business complexities, guide stakeholders, and ensure successful outcomes.

Customer Success Manager II

Sales Development Rep

• Create outbound pipeline by executing against agreed ABM strategies within a defined Enterprise target account list.
• Qualify and progress inbound leads from Enterprise-sized accounts, ensuring timely, high-quality engagement.
• Identify net-new and expansion opportunities within existing Enterprise customers by engaging new stakeholders and business units.
• Partner closely with Enterprise Account Executives to execute account plans, align on priorities, and drive opportunity creation.
• Engage multiple personas across Marketing, Product, IT, and Operations within complex Enterprise organisations.
• Qualify opportunities using agreed qualification frameworks and progress them to accepted pipeline.
• Use intent signals, account insights, and sales intelligence to prioritise outreach and personalise engagement.
• Maintain accurate activity, notes, and opportunity data in CRM and sales engagement tools.
• Collaborate with Marketing, AEs, and regional teams to support campaigns, events, and ABM initiatives.

Enterprise Sales Development Representative – 1 year Contract

• Leads, mentors, and grows a high-performing engineering team through regular 1:1s, coaching, and career development conversations.
• Owns hiring, onboarding, and performance management to build an inclusive, high-trust team culture.
• Guides design and architecture decisions to satisfy business requirements based on the product roadmap and vision.
• Makes recommendations based upon established vision and associated analysis in order to satisfy tactical, operational, and strategic needs.
• Partners with Product, Design, and business stakeholders to align on priorities, refine requirements, and communicate engineering progress.
• Drives OKR planning, execution, and cross-team coordination to consistently deliver on commitments.
• Designs sustainable solutions and processes that minimize developer support and intervention.
• Identifies and mitigates technical risk early, escalating blockers and tradeoffs to leadership proactively.
• Fosters a team culture of engineering excellence.

Engineering Manager

Account Manager

• Own and expand key partner relationships with revenue accountability
• Lead business revenues, joint planning, and co-selling strategies
• Partner with Marketing and Enablement to develop scalable programs
• Analyze partner performance data to identify growth opportunities
• Influence roadmap and GTM strategy based on partner insights
• Represent the company at partner events and industry engagements

Partner Manager – III

• Leverage tools like Gainsight and Salesforce to provide proactive touchpoints throughout the customer lifecycle.
• Work with the Sales/Technical Account Managers to identify revenue growth opportunities through utilization of new services and/or contract renewals
• Project manage the renewal experience to provide a seamless customer experience
• Retain and increase subscription revenue in existing customer accounts by positioning multiyear contracts and price increases
• Migrate existing customers from our legacy plans on to new packaging and pricing
• Proactively identify lengthier renewal scenarios and maintain high on-time renewal rate
• Update renewal forecast on a weekly basis and report up to management
• Create client proposals and contracts for all existing customer client renewals
• Support internal teams with the creation of services contracts
• Support existing customer with security questionnaires
• Continuously iterate and provide feedback on the renewal experience.

Revenue Operations

• Extract, clean, and analyze large datasets from Salesforce, Excel, Tableau and other platforms.
• Develop interactive dashboards and visualizations in Excel, Tableau and Salesforce.
• Deliver regular and ad-hoc reports to senior management and business stakeholders.
• Translate complex data findings into clear business recommendations.
• Identify trends, opportunities, and risks to support regional business objectives.
• Partner with cross-functional teams to optimize processes and improve performance.
• Act as a trusted advisor to stakeholders across the EMEA region.
• Leverage consulting experience to manage expectations, challenge assumptions, and align on data-driven decisions.
• Gather and translate business requirements into actionable data needs, collaborating closely with data engineering teams to design models and enable effective reporting and BI solutions.
• Ensure data accuracy, consistency, and compliance with company standards.
• Promote data-driven decision-making across the organization.
• Drive adoption of dashboards and reporting tools within business teams.

SH