Sr Manager, Customer Success EMEA

Sinch's vision is to connect every business with every customer, everywhere in the world. More than 200,000 businesses - including Google, Uber, Paypal, Visa, Tinder, and many others - rely on Sinch's Customer Communications Cloud to power engaging customer experiences through mobile messaging, voice, and email.

Whether you need to verify users or craft omnichannel campaigns, Sinch makes it easy. Our AI-infused Super Network, APIs, and applications ensure you can connect with your customers reliably and securely, at every step of their journey.

At Sinch we "Dream Big", "Win Together", "Keep it simple", and "Make it Happen". These values are our foundation!

Description

Sinch is building a Customer Success organization to support its enterprise customers across EMEA. We're looking for a leader to join the regional CS leadership team, reporting to the VP of Customer Success EMEA.

You'll lead a cross-regional team of Customer Success Managers. Some are experienced colleagues moving over from Account Management, and some will be new hires. You'll be accountable for the health, retention and growth of your customer portfolio. Because the function is new, you'll also help shape how it works: the processes, playbooks and ways of working, built with your peer leaders. You'll work closely with our global Onboarding and Customer Excellence teams, as well as Support, Billing and other internal functions, to create a seamless customer experience and remove obstacles to customer success. That includes figuring out, together, how automation and AI change the job.

Key responsibilities:

Lead your team

• Lead, coach and develop a cross-regional team of CSMs. Help team members moving from commercial roles to become strong CSMs, and hire where there are gaps.
• Set clear expectations and build a habit of proactive, data-led customer management.
• Act as the escalation point and executive sponsor for your most strategic customers.
• Be accountable for your team's Net Revenue Retention, churn and renewal outcomes. Every account is owned by a CSM, and your job is to make that ownership work.
• Run the team's rhythm: health reviews, risk forecasting, business review quality, follow-through on escalations.
• Step in as executive sponsor for strategic customers and critical escalations.
• Make sure expansion signals reach Account Management, and that customer feedback reaches Product.

Build the function

• Co-create EMEA CS processes and playbooks with the VP and your peer leaders: health scoring, engagement cadences, business reviews, escalation paths.
• Make handoffs work with global Onboarding, Customer Excellence, Account Management, Sales Engineering and Support.
• Bring practical ideas on automation and AI. Run experiments with your team, measure what works, and share it across the function. We don't have all the answers yet, and we want you to help find them.

The role can be based in any of our locations in Prague, Munich, Stockholm or London and report to the VP, Customer Success EMEA. Regular travel will be required.

Requirements

• Deep, hands-on Customer Success experience. You've worked as a CSM yourself, and you've led CS teams for several (5+) years in B2B SaaS, CPaaS or another API/usage-based business.
• Delivered results: you've owned NRR, churn and renewal targets for enterprise customers, and you can show the numbers.
• Experience building, not just running: you've introduced playbooks, health scoring or new ways of working, ideally while bringing people in from other roles.
• Curiosity about AI and automation, with at least one real example of how you used it to change how you or your team work.
• Technical fluency: you're comfortable with APIs, usage data and integrations, and credible with customer product and engineering teams.
• Comfortable working across a matrix organization and across regions, and getting things done through influence.
• Experience with Salesforce and a CS platform (Gainsight or similar).
• Fluent English. German and other European languages are a plus.

Our hiring process

We are committed to ensuring a recruitment process that is fair, objective, consistent, and inclusive. Our approach includes structured, competency-based interviews designed to evaluate your skills, experience, and qualifications relevant to the role. At times, we may include a data-driven assessment to enhance our hiring success and identify candidates likely to excel.

We believe in a two-way process and encourage you to ask questions throughout the journey. If this role isn't what you're looking for, please explore the other opportunities listed on our career page: https://www.sinch.com/careers/. No matter who you are, we hope you find an exciting path forward - hopefully with us!

Salary

The annual salary for this position is between GBP 90.000 – 115.000. This role is also eligible for bonus. Factors which may affect pay within this range may include skills, education, experience, and other qualifications.