Customer Success Pooled CS Agent

Sinch is a global leader in cloud communications, offering a diverse range of messaging, voice, and email solutions that empower businesses to connect with their customers seamlessly. Our tools are designed to help enterprises build and maintain meaningful relationships with their audiences, with a strong emphasis on scalability, security, and innovation.

Why do we have this role?

Sinch is currently transforming Customer Success Function and has the need to hire a Pooled Customer Success Agents. The primary goals will be to ensure that ensures that allocated accounts who raise their hands are responded to in a timely manner. They also delivery an uplift of GP through expansion opportunities with existing customers. This is a role that focuses on managing many customers, often with lower revenue potential, in a scalable and efficient manner.

Ultimately, you will ensure an exceptional engagement experience is provided for every customer.

What do you do in the role?

• Manage your portfolio of customer relationships and customers to ensure they achieve their key objectives and maximise return on investment, get them to value and in good health.
• Help protect revenue and maximise renewals by working closely with customers at risk.
• Identify opportunities for upselling and cross-selling in partnership with the sales team.
• Assist customers with the set up of brand new services, deprvisioing or porting of existing services and international sending registrations
• Liaising with internal teams and clients for AIT, Account Blocks / Fraudulent messages
• Cross checking invoices/payments/chasing payments and helping ensure payments are processed by Sinch in a timely manner
• Drive new business opportunities by leveraging customer advocates and fostering strong relationships with key internal stakeholders.

How success will be measured?

• Portfolio GP
• Retention of portfolio
• Expansion of revenue in accounts through cross-sell and up-sell
• Customer Health Metrics
• maintaining our service SLA

What experience/qualities you need to bring with you:

• 3 years proven work experience as a Customer Success or Inside Sales role
• Previous experience in a fast-paced SaaS environment, understanding the unique challenges and opportunities in this industry.
• Recognized by their peers as having a passion for service and client support
• Excellent consultative skills, with a proven track record of building and maintaining strong partnerships with clients that provide growth to both organisations.
• A solid understanding of metrics, progress and engaging with dashboards
• Results-oriented, loves the rush of sales and achieving quotas, demonstrates the ability to overcome obstacles and prioritise tasks to achieve objectives.
• rowth mindset, displaying a willingness to learn, adapt, and embrace new technologies and methodologies.
• Takes ownership and personal responsibility for achieving customer outcomes and exceeding expectations.

Our Commitment

We are dedicated to building an engaged and talented workforce in an environment that is inclusive, supports flexibility, and welcomes diversity.

Our core values—Dream Big, Win Together, Keep It Simple, and Make It Happen—serve as the foundation for fostering a culture where diverse thinking, skills, and experiences are embraced, driving innovation and better business results.

Your Life at Sinch

At Sinch, being a Sincher means continuously learning and pursuing new challenges. Whether you work in our offices, from home, or in a hybrid model, we celebrate change and embrace the unknown. You’ll roll up your sleeves and make a meaningful impact on the world.

The path to success is always upward, and opportunities are closer than you think. It’s time to chase answers, tackle challenges, and follow your dreams.

Ready to join us on this journey? Apply now!