Customer Success Manager III
Posted 22 days ago
You'll complete your application on Sinch's career site.
About the Role
This organization operates a worldwide communications platform, providing developer-oriented tools and scalable infrastructure for voice, messaging, email, and conversational AI. By supporting essential business functions like identity verification, customer support, and marketing, the firm ensures dependable digital connectivity. The Customer Success Manager III serves in a strategic capacity, overseeing the initiative to sunset legacy APIs. You will act as a primary consultant for business clients, assisting them as they move from older integrations toward current solutions like the Engage REST API or the company's dedicated web portal. Your work is vital to maintaining client continuity during these infrastructure updates, demanding a blend of technical expertise, project oversight, and interpersonal proficiency to manage migrations effectively.
Requirements
- You need a minimum of four years of professional background in Technical Account Management, Account Management, or Customer Success, specifically within telecom, SaaS, or API-focused sectors.
- You must show expertise in facilitating technical discovery, questioning stakeholders effectively, and identifying operational vulnerabilities.
- You should have strong business judgment to navigate difficult discussions, mitigate churn, and present mandatory migrations as beneficial updates.
- While you do not need to write code, you must be capable of discussing REST APIs, webhooks, software development lifecycles, and HTTP status codes with developers.
- You need to demonstrate the ability to organize and manage large groups of accounts while adhering to rigorous schedules.
- Your technical proficiency will be tested during the interview phase.
Responsibilities
- You will manage the strategic phase-out of outdated APIs.
- You will hold regular meetings with technical and business leads to assess their existing integrations, technological architectures, and migration schedules.
- You will promote the advantages of upgrading to the latest platforms while overcoming concerns regarding expenses, implementation efforts, or scheduling by offering alternative pathways.
- You will document the migration progress within CRM and management software to ensure critical stages, including notifications, testing, and final deployment, are completed before sunset dates.
- You will use AI-based tools for technical problem-solving.
- You will collaborate with support engineers, product leads, and other success teams to address obstacles and escalate urgent client needs.
Benefits & Perks
- You will be issued a company laptop for use in your role.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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