Senior Customer Success Manager, Enterprise Asia

5 days ago


Singapore Sinch Full time

Overview
Senior Customer Success Manager, Enterprise Asia
Base pay range: SGD107,900.00/yr - SGD162,500.00/yr. Sinch is transforming the Customer Success function in Asia and has expanded the team to include Customer Success Managers and Senior Customer Success Managers for a named set of Enterprise Accounts. Customer Success is a proactive function that ensures customers receive value from a product. The role manages a portfolio of high-value customers, builds an understanding of their business goals and communication objectives, and seeks opportunities to grow product usage. The CSM team works to reduce churn by using data on customer behavior to intervene when usage changes, resolve friction, and increase customer understanding of Sinch products and services. The Customer Success function is responsible for customer health, maintenance of baseline gross profit, protecting the install base, and enabling expansion opportunities. The goal is to provide an exceptional engagement experience for every prospective customer.
Success metrics
Portfolio gross profit (GP)
Churn
Net retention of portfolio volume and revenue
Upsell/cross-sell volume and revenue
Responsibilities
Customer Relationship Management: Cultivate strong relationships within the assigned



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