Sr. Customer Success Manager

What We're Looking for

As a Sr. Customer Success Manager, you’ll be responsible for managing and deepening relationships with our clients, helping them maximize the value they get from Synctera's platform and services. You’ll play a key role in driving adoption, engagement, and long-term satisfaction across a growing portfolio of customers.

Your mission is to understand your clients’ goals, align them with our solutions, and proactively surface opportunities for growth and optimization. 

We’re looking for someone who is proactive, strategic, and deeply invested in client success—someone who’s excited to roll up their sleeves, solve problems collaboratively, and deliver a standout experience that keeps our clients coming back.

What You’ll Do

• 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

What You’ll Bring

• 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
• Familiarity with compliance and regulatory frameworks relevant to financial institutions is a plus
• Proficient with CRM and customer success tools
• Meets and exceeds sales targets set by the company

Diversity & Inclusion

Synctera is committed to having a workforce that is reflective of the diversity within the United States and Canada. As an equal opportunity employer, we encourage applications from candidates from underrepresented communities, Indigenous persons, persons with disabilities, persons of diverse sexual orientation and gender identity, and all those who can provide different perspectives and contribute to the diversification of Synctera.

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

The base salary for this full-time position (USD: $1150,000-$150,000 CAD: $110,000-$130,000) is determined by role, level, and location. The range informed in this job posting reflects the minimum and maximum target for new hire salaries across all US and Canadian locations. Within the range, individual pay will be determined by work location, job-related skills, experience, relevant training, and other factors.

To all recruiters and recruitment agencies: Synctera does not accept unsolicited resumes. Please do not forward resumes to our jobs alias or to Synctera employees without an active vendor agreement in place. Synctera is not responsible for any fees related to unsolicited resumes.