Customer Success Manager (Mandarin-Speaking)
Are you passionate about customer success and ready to make a real impact
Sinch is transforming its Customer Success function, and we're looking for motivated Customer Success Manager(Mandarin-Speaking) to join our team. In this role, you will be at the forefront of our customer interactions, ensuring that every customer who reaches out receives a timely and effective response. You will play a crucial part in driving our growth by identifying expansion opportunities and delivering an exceptional customer experience.
Why this role exists
We are building a scalable and efficient way to manage a large portfolio of customers. As a Customer Success Manager, your primary goal will be to ensure that allocated accounts who raise their hands are responded to in a timely manner. They also delivery an uplift of GP through expansion opportunities with existing customers. This is a role that focuses on managing many customers, often with lower revenue potential, in a scalable and efficient manner. Ultimately, you will ensure an exceptional engagement experience is provided for every customer.
What you'll do
- Manage and nurture a portfolio of customer relationships, ensuring they achieve their key objectives and maximize their return on investment.
- Protect revenue and maximize renewals by proactively working with at-risk customers.
- Identify and drive upsell and cross-sell opportunities in partnership with our sales team.
- Assist customers with service setup, including brand new services, de-provisioning, porting, and international sending registrations.
- Liaise with internal teams and clients to resolve issues related to AIT, account blocks, and fraudulent messages.
- Manage invoicing and payments, ensuring timely processing and resolving any discrepancies.
- Drive new business growth by leveraging customer advocates and fostering strong internal relationships.
How your success will be measured
- Portfolio Gross Profit (GP)
- Retention of your portfolio
- Expansion of revenue through cross-selling and up-selling
- Customer Health Metrics
- Maintaining our service Level Agreements (SLAs)
What you'll bring
- 3+ years of proven work experience in a Customer Success or Inside Sales role.
- Previous experience in a fast-paced SaaS environment.
- A recognized passion for service and client support.
- Excellent consultative skills with a track record of building strong client partnerships.
- A solid understanding of metrics and data-driven engagement.
- A results-oriented mindset with a love for achieving quotas and overcoming obstacles.
- A growth mindset, with a willingness to learn, adapt, and embrace new technologies.
- A strong sense of ownership and personal responsibility for customer outcomes.
What we promise to give you
- Flexible/Remote 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!
