Senior Customer Success Manager

SinchKuala Lumpur, Kuala Lumpur, Malaysia

1 day ago

Job description

Location

Sinch Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Job Title

Senior Customer Success Manager

Overview

Sinch is currently transforming its Customer Success Function and has expanded the team to include Customer Success Managers and Senior Customer Success Managers across Asia responsible for named enterprise accounts. The role focuses on ensuring customers receive value from our products, helping them grow usage, and reducing churn through proactive engagement.

Success will be measured

Churn
Net retention of portfolio volume and revenue
Upsell / cross‑sell volume and revenue

What do you do in the role?

Build strong relationships with assigned accounts, including C‑level executives.

Collaborate on a strategic account plan aligned with customer goals.

Monitor customer health and adoption, identify churn risk and drive mitigation.

Retain and renew customers by ensuring a positive lifecycle experience.

Identify expansion opportunities and support upgrades or add‑ons to existing contracts.

Facilitate issue resolution and gather feedback to improve service.

Support contract renewals through strategic meetings and tailored communications.

Requirements

Minimum 10 years of experience in Customer Success, preferably in SaaS or enterprise settings.

Proficiency in business Mandarin is desirable.

Strong understanding of the SaaS business model and customer success best practices.

Track record of achieving or surpassing KPIs.

Excellent analytical skills and a data‑driven mindset.

A customer‑centric approach with a commitment to delivering exceptional experiences.

Strong communication and interpersonal skills, with ability to cross‑functionally collaborate.

Leadership experience, mentoring teams and fostering a high‑performance culture.

Adaptable, resilient, and proactive in dynamic environments.

Sinch SaaS Values

Dream Big – Aim for ambitious outcomes and continuous learning.

Win Together – Work collaboratively and inclusively.

Keep it Simple – Deliver straightforward, meaningful solutions.

Make it Happen – Act decisively and take ownership.

Benefits & Perks

Private Health Insurance

Paid Time Off

Work From Home

Training & Development

Performance Bonus

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Information Technology

Industries

Technology, Information and Internet

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Senior Manager • Kuala Lumpur, Kuala Lumpur, Malaysia

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