Business Resilience Analyst at SAIC (Remote, US)
SAICSupport SAIC’s enterprise risk, crisis management, and continuity programs. Maintain plans, SharePoint resources, response rosters, travel approvals, and risk reports.
Open
Sinch provides communications software and infrastructure for businesses and communication providers. Its CPaaS platform combines developer-focused APIs and applications for messaging, voice, email, identity verification, and conversational AI with network connectivity and telco services. Organizations use Sinch to deliver marketing campaigns, notifications, alerts, customer support, and verification flows across channels including SMS, RCS, WhatsApp, email, and voice. The company’s platform is built around scalable communications infrastructure and extensive operator connectivity.
Senior Customer Success Manager – Singapore (Hybrid)
Lead enterprise SaaS customer success for Sinch in Singapore, managing high-value accounts across Asia. Focus on retention, renewals, customer health, and expansion.
Description
- Build trusted relationships across assigned accounts, including with C-level stakeholders.
- Partner with customers to create strategic account plans tied to their objectives.
- Track satisfaction through business reviews and product adoption analysis to identify and reduce churn risk.
- Retain and renew customers by delivering a positive experience throughout the customer lifecycle.
- Evaluate and track customer health and satisfaction on an ongoing basis.
- Find expansion opportunities and help customers upgrade or extend their existing contracts.
- Guide customers through renewals using strategic meetings, email, and other support channels.
- Collect customer feedback and coordinate prompt resolution of issues.
- Manage high-value enterprise accounts across Asia while protecting the existing customer base and enabling growth.
- Improve customer health, baseline GP, retention, net retention, upsell, and cross-sell results.
Requirements
- At least 10 years of experience in Customer Success, preferably within SaaS or enterprise environments.
- Business Mandarin proficiency is desirable.
- Strong knowledge of SaaS business models, customer success methodologies, and industry best practices.
- Demonstrated success exceeding performance targets and KPIs.
- Strong analytical and problem-solving skills, including the ability to use data insights to inform business decisions.
- Customer-focused mindset with a strong commitment to excellent experiences and customer outcomes.
- Excellent communication and interpersonal skills for cross-functional collaboration and customer engagement.
- Experience leading and mentoring teams while building a positive, performance-oriented culture.
- Adaptable, resilient, and proactive in a fast-changing environment.
Benefits
- Private health insurance
- Paid time off
- Work-from-home support
- Training and development
- Performance bonus
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