Senior Customer Success Manager

Summary

Join Synctera, a FinTech company powering the future of finance, as a Sr. Customer Success Manager. You will manage and grow key client relationships, driving adoption and engagement with Synctera's platform. Responsibilities include developing account plans, conducting check-ins, identifying growth opportunities, and collaborating with internal teams. You will analyze client data, lead training sessions, and negotiate renewals and upsells. Success requires 4+ years of experience in customer success or related fields, ideally with FinTech or banking clients. The role demands strong communication, problem-solving, and relationship-building skills. Synctera offers competitive benefits, including 100% employer-paid medical, dental, and vision, 401(k)/RRSP, unlimited PTO, and generous parental leave.

Requirements

• 4+ years of experience in customer success, partner management, or strategic account management–ideally with exposure to banks or FinTech clients
• Experience in fast-paced, scaling environments–ideally within fintech or startups
• Experience managing customer renewals and driving upsell opportunities; prior sales experience is a strong plus
• Proven ability to build and grow trusted relationships with key stakeholders, including executive-level decision-makers
• Strong communication, interpersonal, and EQ skills, with the ability to navigate complex customer dynamics and cross-functional environments
• Initiative-driven, adaptable, and always looking for ways to improve the customer experience
• Strong problem-solving skills, commercial mindset, and a customer-first approach
• Comfortable managing multiple projects and priorities with a high standard of execution
• Proficient with CRM and customer success tools
• Meets and exceeds sales targets set by the company

Responsibilities

• Manage and grow relationships with key clients, serving as their strategic partner and primary point of contact
• Drive adoption, engagement, and retention by aligning client goals with our platform’s capabilities
• Develop and execute account plans, conduct check-ins, and identify opportunities for growth and improvement
• Collaborate with internal teams to ensure a smooth onboarding experience and ongoing client success
• Analyze client data and feedback to surface insights, mitigate risks, and advocate for client needs
• Lead trainings, demos, and enablement sessions to ensure clients are set up for long-term success
• Negotiate customer renewals and upsell new products and services

Preferred Qualifications

Familiarity with compliance and regulatory frameworks relevant to financial institutions is a plus

Benefits

• 100% employer paid medical, dental, and vision benefits for US and Canadian employees and dependents
• Employer contribution to HSA for US employees
• Annual HCSA and generous extended health care coverage for Canadian employees and dependents
• 401(k) for US employees and RRSP for Canadian employees
• Mental health resources available for all employees
• Unlimited paid time off
• Generous paid new parent leave program
• Home office setup stipend
• Stock options program for all employees
• Growth potential and opportunity to have a significant impact at an early stage of our company's journey
• Working alongside a skilled and passionate team