We are looking for a Senior Customer Success Manager to spearhead the growth and adoption of a key strategic product in our region: Email. This is a high-visibility role with a significant impact on our business, offering direct exposure to both local and global leadership.
As the CSM for Email, you will play a pivotal role in establishing this new product within our existing client base in Latin America. Your primary mission will be to drive initial adoption and then transition to fostering long-term success, value realization, and expansion.
You will work in a strategic partnership with a dedicated Technical Account Manager (TAM) and the Account Management (AM) team. A crucial part of your role will be to act as the voice of the LATAM market, gathering client feedback, sharing it with our global product teams, and advocating for the necessary improvements to ensure our email solution has a strong product-market fit in the region.
Initially, you will focus on implementing the product and ensuring a seamless adoption process. Following this, your challenge will be to manage the portfolio's success by proving value through close monitoring, creating robust success plans, and expanding the use cases and volume within each account. Your strategic insights into the email business's adoption and growth will be critical to the company's success.
Responsibilities
* Strategic Product Adoption: Lead the implementation and adoption of the Email product across the Sinch customer base in LATAM, ensuring clients achieve a successful start.
* Voice of the Customer & Product Liaison: Actively gather, consolidate, and channel client feedback and pain points to the global Product team, ensuring LATAM's needs are heard and addressed to achieve product-market fit.
* Success & Expansion Strategy: Develop and execute tailored success plans to demonstrate value, drive deeper product engagement, and identify and pursue expansion opportunities (cross-sell/up-sell) to increase email volume and use cases.
* Portfolio Health & Engagement Monitoring: Proactively track key metrics such as email volume, user engagement, and revenue for your client portfolio to identify risks, prevent churn, and drive growth.
* Relationship Building: Build strong, trust-based relationships with clients, acting as their primary business partner and advocate within Sinch for all things related to the Email product.
* Onboarding and Training: Lead an efficient onboarding process for new clients, providing comprehensive training to ensure they are well-equipped to use the product effectively.
* Business Reviews (QBRs/EBRs): Prepare and present strategic Quarterly/Executive Business Reviews, highlighting value realization, performance metrics, and a roadmap for future success.
* Internal Stakeholder Collaboration: Work closely with internal teams (Sales, Product, Support, TAMs) to ensure a cohesive and high-value experience for your clients, acting with a sense of urgency and ownership.
* Strategic Reporting: Provide clear visibility to local and global leadership on the status, achievements, challenges, and growth of the Email business in the region.
Requirements
* Previous experience in Customer Success, Account Management, or a related role, preferably in Technology, SaaS, Telecom, or CPaaS companies.
* Experience managing Mid-Market and/or Enterprise clients.
* Proven ability to act as a strategic liaison between clients and internal product teams.
* Strong analytical skills, with the ability to translate data into business insights and actions. Proficiency with data visualization tools (e.G., Power BI, Tableau) is a plus.
* Excellent verbal and written communication skills in both Portuguese and English, with the ability to influence and engage stakeholders at all levels.
* A collaborative, proactive, and results-oriented profile with a strong sense of ownership and urgency.
* Familiarity with CRM tools (Salesforce preferred) for tracking activities and opportunities.
* Certifications in Customer Success or project management are a plus.
Benefits
* STAY HEALTHY: We cover 100% of medical and dental plans for Sinchers and eligible dependents through Bradesco Saúde.
* FLEXIBLE BENEFITS: With the Caju flexible benefit card, our Sinchers can choose to use benefits on food, education, and home office assistance.
* FAMILY FIRST: Our Sinchers can enjoy paid maternity leave for 180 days and paternity leave for 30 days. Plus, we provide daycare assistance for kids up to five years old.
* EVERYDAY WELLBEING: We partner with Wellhub to help Sinchers access gyms and wellness options.
* SECURE YOUR FUTURE: Our Partnership with Prudential life insurance provides coverage for all Sinchers in the events of unexpected absences, serious illness, accidents, and disabilities.
* DIVERSITY AND INCLUSION: We offer annual reimbursements for certain expenses related to disabilities and/or transgender needs.
* TAKE A BREAK: Our Sinchers can take a day off on their birthday to celebrate with their loved ones.
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