Customer Success Program Manager

Summary

Join Symend, a rapidly growing fintech company, as the Customer Success Program Manager to build frameworks for customer success, manage large-scale initiatives, and ensure efficient operation of the Customer Success team.

Requirements

• A degree in business, marketing or a related field
• 5+ years experience in CS or Account Management
• Previous experience in program management, performance monitoring and conducting QBRs

Responsibilities

• Manage and coordinate multiple customer success initiatives or programs, ensuring they are delivered on time, within scope, and aligned with the customers strategic objectives
• Develop detailed project plans, set timelines, allocate resources, and track progress. Ensure all aspects of the customer success program are executed efficiently
• Act as the primary point of contact between the customer and internal teams (e.g., product, support, sales) to ensure alignment and address any issues that arise
• Identify opportunities to streamline and enhance Customer Success processes and workflows. Implement tools and technologies to improve efficiency and effectiveness
• Monitor customer success metrics and use data to inform decision-making and program adjustments by collaborating with each CSMs to create and instrument a standard set of KPIs for all customers so that the Symend CVSM team can monitor our performance
• Collaborate with GTM/Sales, Product, Engineering, Finance, Delivery, Marketing, and Support teams to ensure a seamless customer experience and drive continuous improvement in the customer journey
• Provide guidance and support to other customer success managers or team members. Share best practices and help foster a culture of standardization and customer-centricity within Symend

Benefits

• Competitive compensation
• Flexible work environment
• Social Fridays
• Awesome team events