Customer Success Manager III

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Lead the strategic deprecation project for Sinch's legacy APIs.

• Serve as a reliable advisor to business clients.

• Assist clients in transitioning from legacy, end-of-life API integrations to the Engage REST API or app.sinch.com.

• Conduct proactive discovery calls with both technical and business stakeholders.

• Comprehend customers’ API implementations, technology stacks, and their timelines for transition.

• Leverage modern AI tools to troubleshoot and collaborate on technical solutions with clients.

• Highlight the advantages of upgrading to Sinch’s latest platforms.

• Address concerns related to development efforts, platform timelines, and overall costs.

• Offer flexible migration options, workarounds, and commercial incentives.

• Monitor customer migration progress through CRM and project management tools.

• Ensure critical milestones, including notice sent, discovery call, staging test, and full cutover, are met ahead of API sunset deadlines.

• Collaborate with Customer Success teams, Tier 2/3 Support Engineers, and Product Managers to overcome technical challenges and escalate urgent account needs.

• Report directly to the Director of Customer Support (Applications).

⛳️ Requirements

• Over 4 years of experience in Customer Success, Account Management, Technical Account Management, or Technical Support (Tier 2/3) in a SaaS, Telecommunications, or Developer API context.

• Demonstrated success in leading structured discovery calls, asking insightful business and technical questions, and identifying core operational risks.

• Strong commercial insight and resilience in navigating challenging customer discussions, mitigating churn risks, and transforming obligatory migrations into value-added upgrades.

• Familiarity with fundamental REST API principles, webhooks, HTTP status codes, and software development life cycles.

• No coding skills are necessary, but effective communication with developers is essential.

• Strong organizational skills with experience managing a high-volume customer portfolio under tight deadlines.

• Technical capabilities will be assessed during the interview process.

🏝️ Benefits

• Company-provided laptop.

• Competitive pricing structures, enhanced security and SLA guarantees, and robust conversational messaging features are highlighted as platform benefits for customers, rather than employee compensation, and are therefore excluded.