Customer Success Manager Mid-Market Asia

Customer Success Manager Mid-Market Asia

We are Sinch, a global leader in cloud communication, offering innovative solutions that power seamless customer experiences through SMS, voice, video, and messaging. Our technology enables businesses to engage with customers around the globe efficiently and effectively. With a presence in more than 50 countries, our team is passionate about pushing the boundaries of what's possible in communication.

About the Role

 Sinch is currently transforming Customer Success Function and has expanded the team to now include Customer Success Managers in Asia responsible for a named set of Mid-Market clients. Customer success is a proactive function that ensures customers receive value from a product.

They will work with a portfolio of high value customers, getting to know their business goals and communication objectives to uncover ways to grow their use of our products. The CSMs work to reduce churn by using data on customer behaviour to intervene when usage changes, and by removing friction or increasing customers’ understanding of the benefits of Sinch products and services Customer Success will be responsible for customer health (CSAT or health score) and baseline GP maintenance of customers, protecting the install base and enabling additional expansion opportunities.

Ultimately, you will ensure an exceptional engagement experience is provided for every prospective customer.

As Customer Success Manager Mid-Market Asia, you will be responsible for/to

• Customer Relationship Management: Cultivate strong relationships within the assigned account base,
• Account Planning: Collaborate to develop a strategic plan aligned with customer objectives and goals
• Customer Health Maintenance: Monitoring customer satisfaction via business reviews, adoption, CSAT/NPS scores to prevent churn / mitigate churn risk
• Customer Retention: Actively retain and renew customers by ensuring a positive experience throughout the life cycle
• Customer Health Monitoring: Regularly assess and monitor the overall health and satisfaction of the customer
• Identify Expansion Opportunities: Proactively identify expansion opportunities - Support customer through these process for upgrading or adding additional requirements to existing contract
• Contract Renewals: Support customer through renewal process via meetings, emails, and other support methods
• Facilitate Issue Resolution: Gather customer feedback and facilitate timely issue resolution

In order to be successful for this role, we believe you should have:

• Minimum of 8 years of experience in customer success roles, preferably in the SaaS  

and/or Mid-Market space.

• Mandarin proficiency is required to effectively support our Mandarin speaking clients

• A strong understanding of the SaaS business model and familiarity with  customer success methodologies and best practices.
• A proven track record of overachieve KPI’s and driving results.

• Excellent analytical and problem-solving abilities, with proficiency in data analysis and using insights to drive business decisions.
• A customer-centric approach with a deep commitment to delivering exceptional customer experiences and driving customer success.
• Excellent communication and interpersonal skills to effectively collaborate with cross-functional teams and engage with customers.
• A proven ability to lead and mentor a team, fostering a positive and performance-driven work culture.
• A growth Mindset: Thrive in a dynamic environment, demonstrating adaptability, resilience, and a willingness to take initiative.

Our Values

At Sinch we “Dream Big”, “Win Together”, “Keep it simple” and “Make it Happen”. These values are our foundation for fostering an environment where diversity of thinking, skills and experiences are embraced, delivering innovation and better business results.

Bring your authentic self to Sinch

Here at Sinch we embrace diversity and work to create an inclusive workplace where everyone can thrive. No matter who you are, you'll be able to explore new career and growth options - sharing your voice, building your path and making it happen with us.

If this role isn’t what you’re looking for, please consider other open roles on our career page:

Our Hiring Process

At Sinch, we are committed to following a recruitment process that is fair, objective, consistent, and non-discriminatory. To help us place the right people in the right role, we believe in science-based and fair assessment methods. We follow a competence-based, structured interview process where your skills, experience, and attributes relevant to the role and Sinch will be assessed. As part of our recruitment process, pre-employment testing is used to help us increase our hiring success by identifying the candidates that are most likely to thrive and be successful in the role. We acknowledge that there are two parties deciding in this process and welcome you to ask any questions you may have at any stage of the process.