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!
