Customer Success Manager III

Customer Success Manager

Role Summary

As a Customer Success Manager/Technical Migration Specialist, you will play a critical role in executing Sinch’s strategic legacy API deprecation project. You will act as a trusted advisor to our business customers, guiding them off legacy, end-of-life API integrations and onboarding them onto either a modern API integration (Engage REST API) or transitioning them completely across to our modern, high-performance messaging platform (app.sinch.com).

Combining strong customer empathy with consultative skills, you will help customers navigate technical changes, overcome resource constraints, and unlock new platform capabilities, including RCS, WhatsApp, and advanced campaign workflows.

Key Responsibilities

• Conduct proactive discovery calls with key technical and business stakeholders to understand their current API implementation, tech stack, and transition timelines.
• Confidently utilize modern AI tools to troubleshoot and work through technical solutions with our customers.
• Present the benefits of modernizing onto Sinch’s latest platforms, leveraging favorable pricing structures, enhanced security and SLA guarantees, and rich conversational messaging features (such as RCS and WhatsApp).
• Address objections regarding development effort, platform timing, and cost. Provide flexible migration pathways, workarounds, and commercial incentives to minimize friction.
• Track customer migration lifecycles across CRM and project tracking tools, ensuring key milestones (notice sent, discovery call, staging test, and full cutover) are achieved prior to API sunset deadlines.
• Partner closely with internal Customer Success teams, Tier 2/3 Support Engineers, and Product Managers to resolve technical roadblocks and escalate critical account requirements.

Contract & Role Details

• This role is within the Support Department, reporting to the Director, Customer Support (Applications).
• It is a 6-month contract position, hired directly by Sinch Philippines, with a company-provided laptop.
• Assessment Note: Technical capability will be evaluated via an assessment during the interview process.

Desirable Skills & Experience

• 4+ years in Customer Success, Account Management, Technical Account Management, or Technical Support (Tier 2/3) within a SaaS, Telecommunications, or Developer API environment.
• Proven track record of leading structured discovery calls, asking probing business and technical questions, and uncovering core operational risks.
• Strong commercial acumen and resilience in leading challenging customer conversations, de-escalating churn risks, and re-framing forced migrations into value-add upgrades.
• Working familiarity with basic REST API concepts, webhooks, HTTP status codes, and software development lifecycles (no coding required, but must communicate comfortably with developers).
• Disciplined organizational skills with experience managing high-volume customer portfolios against strict deadlines.

Sinch Values

• Dream Big - We make the impossible possible by dreaming big to solve our customers' problems and improve their businesses. Great things happen when we dare to challenge the status quo and find creative new ways to wow them. Driven by curiosity, we believe there is no such thing as failure, only continuous learning, and development. Having big, crazy, ambitious goals drives our success.
• Win Together - Great teams work faster and better together – creating meaningful impact for customers. Together as one global team, in close collaboration with our customers, we embrace diversity, meritocracy and care about every single individual. We build trust through open and honest relationships. It's all about the team: being inclusive, respectful, and sharing our knowledge to empower all for personal growth. We collaborate, have fun and are stronger together.
• Keep it Simple - Sinch means simple and easy. It's how we want customers to feel when dealing with us: uncomplicated, down-to-earth, and useful. Things stay simple when you are honest, open and act with integrity. Cut the fluff and talk straight! This also means spending our time and money wisely on things that really count. Eyes on the horizon, feet on the ground.
• Make it Happen - We make things happen and make them matter - for our customers and the world. We are "doers" who value getting results and don't overthink matters. We stay accountable for our actions, apply the highest ethical standards to set ourselves apart and always deliver. If we're not making an impact, we rethink the approach. Structure helps us, bureaucracy and excuses do not. No putting things off – let's get it done now.