Strategic Customer Success Manager

Summary

Join Synctera as a Strategic Customer Success Manager and oversee key FinTech relationships, driving platform adoption and growth. You will act as a trusted advisor, developing account plans, identifying expansion opportunities, and resolving client escalations. This role requires collaboration with internal stakeholders across various departments. The ideal candidate possesses strong strategic instincts, excels at relationship building, and thrives in a fast-paced FinTech environment. You will guide FinTechs through their customer journey, from onboarding to renewal, and champion their success within Synctera. This is a high-impact role at the center of Synctera's BaaS ecosystem.

Requirements

• 6+ years of experience in customer success, account management, or partner management–ideally in a FinTech, SaaS, or BaaS environment
• Experience managing and growing strategic accounts with complex technical and regulatory requirements
• Deep understanding of the FinTech landscape, including go-to-market strategies, product development cycles, and compliance considerations
• Strong relationship-building and communication skills, with the ability to influence executive stakeholders and navigate ambiguity
• Track record of driving product adoption, expansion, and retention across multiple customer segments
• Ability to lead cross-functional initiatives and collaborate with internal teams to solve client challenges
• A proactive, solutions-oriented mindset and a strong sense of ownership
• Comfort with CRM tools (e.g., Salesforce) and customer success platforms
• Experience working in early-stage startups

Responsibilities

• Own and grow a portfolio of FinTech clients, acting as their strategic partner and advocate
• Lead the development and execution of account plans that align with client goals and maximize platform value
• Proactively identify opportunities for expansion, product adoption, and deeper integration across our ecosystem
• Serve as the primary point of contact for client escalations, collaborating cross-functionally to resolve issues quickly and effectively
• Guide FinTechs through the full customer journey—from onboarding and go-live through expansion and renewal
• Build trusted relationships with key stakeholders (e.g., founders, product leads, compliance heads) and become a thought partner in their long-term success
• Partner with Product, I&O, Risk, Legal, and Marketing to deliver feedback from the field, shape roadmap priorities, and launch new offerings
• Track and analyze usage, KPIs, and customer health to inform engagement strategy and proactively mitigate churn risk
• Champion your clients internally and ensure they have the tools, resources, and support needed to thrive

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