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Sinch

Customer Success Manager III

Sinch

Customer Success Manager overseeing high value Enterprise Accounts in Banking and Retail sectors. Responsible for portfolio growth, customer relationships, and commercial negotiations.

Posted 6/30/2026full-timeSingapore • 🇸🇬 SingaporeSeniorLeadWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer success and account management, with a strong focus on leading commercial negotiations, driving customer satisfaction, and achieving sales quotas. Proficient in data analysis to inform business decisions and enhance customer experiences.

Highest-signal resume keywords
Customer Success ManagementCommercial NegotiationSaaS Business ModelData AnalysisAccount Management

ATS Keywords

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Applicant Tracking System Keywords

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

Hard Skills
Sales Quota AchievementExpansion Opportunity IdentificationCustomer Satisfaction MonitoringBusiness Review LeadershipStakeholder Mapping
Soft Skills
Excellent CommunicationProblem-Solving AbilitiesInterpersonal SkillsTeam LeadershipAdaptability
Industry Keywords
BankingRetailEnterprise CapacityProcurement ProcessesRegulatory Environment

About the role

Key responsibilities & impact
  • Cultivate strong, trusted relationships within the assigned account base, acting as the primary point of contact for commercial and success-related matters
  • Collaborate with Account Executives (AEs) to develop and maintain a strategic account plan aligned with customer objectives, with quarterly revisions
  • 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
  • Lead commercial conversations and negotiations for upsells, renewals, and plan changes, working with CS + Sales Leadership where needed for larger or more complex deals
  • Monitor customer satisfaction via business reviews, adoption, and CSAT/NPS scores to prevent or mitigate churn risk
  • Actively retain and renew customers, securing commercial renewal terms and ensuring a positive experience throughout the lifecycle
  • Maintain and protect baseline GP across the portfolio, adjusting commercial levers as needed based on customer interactions and proactively resolving margin erosion
  • Work with Account Executives on stakeholder mapping to support deeper departmental penetration within strategic accounts
  • 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
  • Gather customer feedback and facilitate timely issue resolution, liaising with Support, Billing, and TAM functions as required

Requirements

What you’ll need
  • 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
  • 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
  • Proven ability to lead commercial negotiations, identify whitespace, and convert expansion opportunities into closed revenue
  • Strong understanding of the SaaS business model and familiarity with customer success methodologies and best practices
  • Proven ability to overachieve quota and KPI’s
  • Excellent analytical and problem-solving abilities, with proficiency in data analysis and using insights to drive business and commercial decisions
  • A customer-centric approach with a deep commitment to delivering exceptional customer experiences while driving commercial outcomes
  • Excellent communication, negotiation, and interpersonal skills to effectively collaborate with cross-functional teams and engage with senior customer stakeholders
  • Proven ability to lead and mentor a team, fostering a positive and performance-driven work culture
  • Thrive in a dynamic environment, demonstrating adaptability, resilience, and a willingness to take initiative

Benefits

Comp & perks
  • Competitive salary
  • Health insurance
  • Professional development opportunities