Customer Success Manager at Sinch

, Kuala Lumpur, Malaysia -

Full Time

Start Date

Immediate

Expiry Date

13 Jun, 26

Salary

0.0

Posted On

16 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success Management, Customer Retention, Customer Growth, Process-Driven, Gainsight, Salesforce, Project Management, Contract Negotiation, Revenue Growth, Subscription Revenue, Client Proposals, Technical Communication, Time Management, Critical Thinking, Analytical Skills, Email Delivery

Industry

IT Services and IT Consulting

Description

Sinch - Customer Success Manager (Email) The essence of the role We are looking for an Customer Success Manager, who is passionate about customers, process-driven and delights in finding ways to retain and grow customers. The Renewals team works across our email solutions (Mailgun and Mailjet) to create a stellar customer experience that drives long term customer commitment to our portfolio of brands! As our new Customer Success Manager, you will: * Leverage tools like Gainsight and Salesforce to provide proactive touchpoints throughout the customer lifecycle. * Work with the Sales/Technical Account Managers to identify revenue growth opportunities through utilization of new services and/or contract renewals * Project manage the renewal experience to provide a seamless customer experience * Retain and increase subscription revenue in existing customer accounts by positioning multiyear contracts and price increases * Migrate existing customers from our legacy plans on to new packaging and pricing * Proactively identify lengthier renewal scenarios and maintain high on-time renewal rate * Update renewal forecast on a weekly basis and report up to management * Create client proposals and contracts for all existing customer client renewals * Support internal teams with the creation of services contracts * Support existing customer with security questionnaires * Continuously iterate and provide feedback on the renewal experience. Who are you? * Ability to create and maintain strong relationships with both clients and internal teams. * Technical background with the ability to effectively communicate customer pain points to the appropriate internal departments. * Strong project and time management skills, to include prioritization of multiple tasks across potentially dozens of clients. * Excellent communication (verbal and written), critical thinking, and analytical skills. * Experience drafting and negotiating contracts. In order to contribute to this role, you have: * Client-facing experience with over 5+ years of work experience within technology / SaaS solutions. * A technical understanding of email and email delivery. * Experience using Gainsight and Salesforce. What we promise to give you * Hybrid working options to support work-life balance * Generous Annual Leave and a day off for your birthday * Comprehensive health insurance benefits * Access to our Employee Assistance Program for mental and emotional well-being * Professional Development opportunities and a clear path for career growth Our Values * Dream Big: We make the impossible possible by creatively solving our customers’ problems. * Win Together: We collaborate as one global team, embracing diversity and building trust. * Keep it Simple: We are uncomplicated, down-to-earth, and useful. * Make it Happen: We are "doers" who value getting results and delivering on our promises. If you are a proactive, customer-focused individual with a drive to succeed, we would love to hear from you!

Responsibilities

The Customer Success Manager will leverage tools like Gainsight and Salesforce to manage proactive customer touchpoints, project manage renewals, and identify revenue growth opportunities through new services or contract renewals. Responsibilities also include retaining and increasing subscription revenue by positioning multiyear contracts and migrating customers to new packaging and pricing.