Customer Success Project Management and Strategy Manager

About this role

ABOUT SINCH

Sinch’s vision is to connect every business with every customer, everywhere in the world. More than 200,000 businesses — including Google, Uber, Paypal, Visa, Tinder, and many others — rely on Sinch’s Customer Communications Cloud to power engaging customer experiences through mobile messaging, voice, and email.

Whether you need to verify users or craft omnichannel campaigns, Sinch makes it easy. Our AI-infused Super Network, APIs, and applications ensure you can connect with your customers reliably and securely, at every step of their journey.

At Sinch we “Dream Big”, “Win Together”, “Keep it simple”, and “Make it Happen”. These values are our foundation!

DESCRIPTION

We are looking for a Customer Success Project Management and Strategy Manager to help our Customer Success organization plan, prioritize and deliver its most important initiatives. You will lead both CS specific and cross-functional projects from start to finish and drive the strategic analysis that shapes the transformation of the team from a customer service focus to a commercial focus.

The role combines two skill sets. You will bring the discipline of a strong project manager: clear plans, tracked risks, and reliable status reporting. You will also bring the problem-solving of a strategy consultant: structuring ambiguous questions, analyzing data and turning insight into recommendations. You will work closely with senior leadership and partner with Sales, Product, Customer Excellence, Finance and Data teams to improve the key levers of NRR growth and customer outcomes.

What You'll Do

Project Management

• Lead multiple cross-functional Customer Success projects, such as delivering actionable upsell and cross-sell leads at scale to CSMs, automating the order form completion process, implementing new org designs based on revised customer segmentation. Lead projects from requirements through delivery.

• Own and drive the delivery of specific Customer Success annual OKRs.

• Build and own project plans that define scope, milestones, owners, dependencies, budget and risks, and adjust them as conditions change.

• Keep a single view of active initiatives, with a simple intake and prioritization process so the cross-functional team focuses on the work that matters most.

• Establish and own practical, lightweight standards (templates, status cadences, RAID logs) that project owners across the team can adopt.

• Prepare regular status updates and dashboards for leadership, flagging risks early with clear options.

Strategy and Analysis

• Support SVP of Customer Success in shaping strategy, including coverage models, customer segmentation and scaled engagement approaches.

• Own resolution of strategic problems. Break down ambiguous problems into hypothesis-driven analyses, drawing on customer, market and internal data to produce clear recommendations.

• Build and own business cases and financial models in support of new initiatives to drive NRR growth or deliver CS’s OKRs.

• Define and track key CSM productivity metrics.

• Contribute to annual and quarterly planning, including OKRs and capacity planning.

Process Improvement and Change Management

• Identify friction in Customer Success workflows and drive improvements that raise efficiency and customer experience.

• Partner with CS Operations and Data teams to keep the CS tech stack (e.g., Salesforce, Gainsight) and reporting aligned with strategy.

• Drive and own change management for new processes and tools, including communications, training and adoption tracking.

• Turn customer and frontline feedback into recommendations for process, product and strategy.

• Collaboration and Influence

• Act as a trusted partner to senior leaders, translating complex data and project status into clear decisions.

• Lead cross-functional working groups without direct authority, resolving conflicts and building consensus.

• Coach team members on planning, structured problem-solving and communication.

REQUIREMENTS

• 8+ years of experience in project or program management, strategy consulting, corporate strategy, or customer success operations, including leading complex cross-functional projects.

• Ownership mentality. Ability to drive cross-functional projects to completion and hold people accountable to deliver results.

• Strong analytical and financial modeling skills (advanced Excel or Sheets; comfort with SQL or BI tools such as Tableau or Looker is a plus).

• Proven ability to structure ambiguous problems and present recommendations clearly in writing and in person.

• Working knowledge of customer success concepts: onboarding, adoption, retention, renewals, expansion and health scoring.

• Experience with project management tools (e.g., Asana, Jira, Smartsheet, Monday.com) and CRM or CS platforms.

• Bachelor's degree in business, management, engineering or a related field.

Preferred

• Experience at a strategy consulting firm or in a corporate strategy team with track-record managing projects from design to delivery.

• PMP, PRINCE2 or Agile certification (CSM, SAFe).

• MBA or other advanced degree.

• Experience in B2B SaaS or a subscription business.

• Experience with change management or distributed teams.

OUR HIRING PROCESS

We are committed to ensuring a recruitment process that is fair, objective, consistent, and inclusive. Our approach includes structured, competency-based interviews designed to evaluate your skills, experience, and qualifications relevant to the role. At times, we may include a data-driven assessment to enhance our hiring success and identify candidates likely to excel.

We believe in a two-way process and encourage you to ask questions throughout the journey. If this role isn't what you're looking for, please explore the other opportunities listed on our career page: No matter who you are, we hope you find an exciting path forward - hopefully with us!

Benefits

• STAY HEALTHY: We offer comprehensive market competitive…