Senior Customer Success Manager

Job description

ABOUT US Sydecar is on a mission to transform the world of private markets. Our goal is to make these markets more accessible, transparent, and liquid, and we're achieving this by revolutionizing the way investment vehicles are created and executed. At Sydecar, we're not just a platform; we're a trusted partner in venture capital. We're dedicated to simplifying and standardizing the private investing experience, empowering capital allocators to discover and support visionary entrepreneurs who are shaping the future. Our platform is designed with ease and efficiency in mind. We take care of all the behind-the-scenes tasks, from automating banking, ensuring compliance, handling contracts, managing taxes, to streamlining reporting. This leaves investors the freedom to concentrate on what matters most: making valuable deals and nurturing meaningful relationships. Join us at Sydecar, as we lead the charge in revolutionizing private investing. What you'll own This is a senior role with a real book of business. You'll be responsible for our most complex customer relationships: API clients, enterprise accounts, and managers whose deal volume and activity require genuine attention rather than a monthly check-in. That means running quarterly business reviews, owning renewals from start to finish, managing escalations, and making sure your accounts have a voice internally when product, engineering, and operations are making decisions that affect them. What you'll do day to day This role reports to Sam Sandler, Head of Sales. You'll start each week knowing which accounts need attention — open drafts, upcoming renewals, accounts that have gone quiet, API issues in progress. You'll run customer calls at every level, from routine check-ins to QBRs, and debrief internally afterward so product and operations stay informed. Over time, you'll build the templates and processes that make this function repeatable: QBR decks, renewal playbooks, escalation workflows. Who you are - 5 to 8 years of experience in customer success, account management, or a client-facing role at a fintech, SaaS, or financial services company - You've owned renewals end to end and can have a direct pricing conversation - You know how to make the case for expansion when the timing is right - You're comfortable presenting to a GP or CTO, and equally comfortable digging into why a data field is returning incorrectly in an API response - You operate from a system, not from working harder than everyone else, so your accounts don't fall through the cracks - When you see a recurring problem, you build a process around it rather than solving it from scratch each time - Bonus: experience with API products, venture capital, or SPV administration. What matters most is that you've managed high-stakes customer relationships and have the judgment to know when to escalate, when to hold firm, and when to just pick up the phone Why this role Sydecar is rebuilding its CS function with a clearer mandate and better tooling than it's had before. The person in this role will have genuine ownership over their book, their metrics, and how the function develops. If you want to manage relationships and build something at the same time, this is that job. SYDECAR’S VALUES Our values are important to the way we live and work at Sydecar. They guide our priorities, behaviors and interactions. Be Committed As a team, we rise to meet challenges and recognize that we become stronger and develop character when facing adversity. Be Excellent We measure our success not just by what we achieve, but by how we achieve it—through integrity, creativity, elegance, and a commitment to continuous improvement. Excellence is not just doing things well—it's looking for ways to do them better. Be Humble Humility is our key to personal and professional growth. We appreciate that great ideas can come from anywhere, regardless of seniority, pedigree, or experience. We care more about collective outcomes than who gets credit or who does what. We try to not let our ego cloud our judgment. Win Together Winning is no accident. It is the result of collective hard work, perseverance, sacrifice, and most of all, loving what we do. Winning requires that we give extra—sometimes winning calls for late nights or extra effort, and we show up for clients and each other with urgency and heart. While excellence is a journey, winning is a destination. Sydecar is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Sydecar are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Sydecar will not tolerate discrimination or harassment based on any of these characteristics. Sydecar encourages applicants of all ages.