Customer Success Project Management and Strategy Manager, Sinch

• 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

Desirable

• 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
• 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

• We believe in a two-way process and encourage you to ask questions throughout the journey
• This role will be accepting applications until October 21, 2026 at a minimum