Customer Success Manager
We’re looking for a dynamic and experienced Customer Success Manager to lead strategic relationships with some of our largest and fastest-growing accounts. In this role, you will be the trusted advisor to our customers, driving the adoption and success of Sendbird’s products by aligning our capabilities with their most critical business goals. You'll play a pivotal role in delivering exceptional customer experiences while solving complex challenges across diverse organizational environments.
Who You Are
- You have a proven track record of driving business outcomes for complex and rapidly scaling organizations.
- You're a clear and confident communicator, adept at aligning KPIs across a wide range of stakeholders — both within customer organizations and internally across teams at Sendbird.
- You thrive in ambiguity and don’t back down from complex problems, often finding creative and innovative solutions.
- You're naturally curious, tech-savvy, and comfortable quickly learning new tools and technologies.
What You’ll Do
- Manage a portfolio of high-value, strategic accounts and lead customers through the full lifecycle, from onboarding and adoption to expansion and advocacy.
- Build and execute Customer Success Plans that tie Sendbird’s products to measurable business outcomes for each account.
- Act as a strategic advisor to customers, identifying opportunities for deeper product adoption and new use cases that drive value.
- Partner closely with Sales, Engineering, Product, and Support teams to advocate for customer needs, solve challenges, and ensure seamless product delivery and adoption.
- Proactively identify risks and roadblocks and drive swift cross-functional alignment to resolve issues before they escalate.
- Conduct regular on-site and virtual meetings with both operational and executive stakeholders to strengthen relationships and reinforce Sendbird’s strategic value.
- Collaborate with a high-performing global Customer Success team, sharing insights, best practices, and contributing to team-wide initiatives that enhance our approach.
REQUIREMENT
What You Bring
- 5+ years of experience in Customer Success or a strategic customer-facing role, preferably within SaaS or tech-focused environments.
- Proven ability to manage business-critical KPIs and translate technical solutions into business value for a range of stakeholders — from developers to C-level executives.
- Exceptional problem-solving skills with a customer-first mindset and the ability to navigate complex technical and organizational landscapes with diplomacy and professionalism.
- Strong organizational and time-management skills, especially when working with cross-functional and globally distributed teams.
- A self-starter attitude with the drive to contribute beyond your role — bringing fresh ideas, leading initiatives, and elevating team culture.
COMPANY INFO
About Sendbird
Combining omnichannel AI and battle-tested, award-winning communication APIs, Sendbird enables businesses to build AI agents and meaningful customer connections at scale.
Trusted by 4,000+ leading apps—including DoorDash, Match Group, Noom, and Yahoo Sports—Sendbird powers over 7 billion conversations every month, offering exceptional reliability, security, and compliance that meet enterprise-level demands.
Headquartered in California, Sendbird is backed by ICONIQ, SoftBank, Tiger Global, Y Combinator, and other reputable investors.
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