We're looking for a passionate and dedicated Customer Success Manager to ensure our clients unlock the full potential of our innovative solutions and achieve their business objectives.
In this role, you'll be a trusted advisor, building strong relationships with our valued clients. You'll proactively guide them through their journey with Synapse Analytics, from successful onboarding to ongoing adoption and expansion. Your expertise will be crucial in ensuring our customers not only succeed but also become advocates for our platform.
Responsibilities
Become a Subject Matter Expert: Develop a deep understanding of the Synapse Analytics’ products and their capabilities.
Onboard and Enable Success: Guide new clients through the onboarding process, ensuring smooth implementation, successful integration, and rapid time-to-value with our AI-powered products.
Proactive Engagement & Relationship Management: Build and maintain strong, long-lasting relationships with key stakeholders at client organizations, acting as their primary point of contact and trusted advisor.
Drive Adoption & Value Realization: Proactively engage with clients to understand their evolving needs, identify opportunities for further platform utilization, and ensure they are maximizing the value derived from our products.
Client Health Monitoring & Risk Mitigation: Monitor client health, identify potential risks, and proactively address challenges to ensure high satisfaction, retention, and successful outcomes.
Strategic Planning & Growth: Collaborate with clients to develop strategic plans for leveraging Synapse Analytics to achieve their specific business goals, such as accelerating customer acquisition or reducing non-performing loans.
Product Feedback & Advocacy: Act as the voice of the customer internally, relaying client feedback and insights to the Product, Engineering, and Sales teams to influence roadmap development and improve the customer experience.
Renewal & Expansion Support: Partner with the Sales team to identify opportunities for account expansion and ensure successful renewals, demonstrating the ongoing value of our solutions.
Deliver Training & Best Practices: Provide ongoing training and share best practices to empower clients to optimize their of our products.
Troubleshooting & Escalation: Act as a first point of contact for client inquiries and issues, escalating complex technical challenges to the appropriate internal teams and ensuring timely resolution.
Requirements
Bachelor's degree in Business, Finance, Computer Science, or a related field, or equivalent practical experience.
Proven experience in a Customer Success, Account Management, or similar client-facing role, preferably within the SaaS, FinTech, or AI/Tech industries.
Familiarity with data-driven decision-making and the ability to leverage analytics to inform customer success strategies.
Ability to understand and articulate complex technical concepts to non-technical audiences.
Excellent communication, presentation, and interpersonal skills, with the ability to build rapport and influence stakeholders at all levels.
Demonstrated ability to manage multiple client relationships simultaneously and prioritize tasks effectively in a fast-paced environment.
A proactive, problem-solving mindset with a strong commitment to client success and satisfaction.
Strong understanding of the financial services industry, particularly in areas like credit risk, lending, fraud detection, and customer onboarding is plus.
Experience with CRM software (e.g., Hubspot) and customer success platforms is a plus.
Fluency in English; additional languages are a plus.
