Manager - Customer Success - SaaS

Customer Success Manager

- Work with the leadership team to define Customer Success strategy, and annual and quarterly goals including retention and expansion targets

- Help create the Customer Success playbook for the client lifecycle, from sales handoff through to advocacy and successful renewals

- Serve as a partner and direct point of contact for your clients ; driving onboarding, training, and ongoing support to establish and maintain productive relationships

- Facilitate dialogue between our clients and internal teams, solve requests and issues, and follow up on action items from the regular client and team meetings and periodic business reviews

- Stay on top of client needs, acting proactively and swiftly for workflow optimization, as well as ad-hoc requests.

- Regularly hunt for opportunities to connect with clients for training, regular discussions, and feedback. Also, proactively advocate the client needs to internal teams within Synaptic

- Monitor client health, regularly report to the leadership team, and coordinate and execute remedial action where needed

- Strategize and devise our client outreach strategy to regularly update our clients with new product updates and features

- Lead our customer marketing efforts by working with clients to produce testimonials and case studies and to gain agreement from references for other sales prospects

Who we're looking for:

- 3-5 years in Customer Success or Account Management preferably in a SaaS product company

- Strong communication skills, and fluency in spoken and written English

- Management experience with a proven ability to inspire and develop individual teammates is a plus.