Senior Customer Success Manager

Job description

About the Role As a Senior Customer Success Manager at Synapse Analytics, you are the primary owner of the client relationship from the moment a product goes live. You are the face of Synapse to our clients post-deployment — a trusted advisor who ensures they are continuously extracting value from our AI-powered credit and risk products, that the product is performing as expected, and that the relationship is healthy, growing, and built on confidence in Synapse as a long-term partner. This is not a passive relationship-maintenance role. You will be deeply embedded in your clients' day-to-day realities, proactively identifying friction points, product gaps, and expansion opportunities. You will serve as the critical bridge between the client and Synapse's internal teams — translating client feedback into structured, actionable input for Product and Engineering, coordinating the rollout of updates and new features, and surfacing the right commercial opportunities at the right moments. You will carry a portfolio of post-live clients and be accountable for their retention, satisfaction, and growth. Responsibilities Client Relationship Ownership • Serve as the single, accountable point of contact for all assigned clients post go-live, owning the health, depth, and continuity of each relationship. • Build trusted, senior-level relationships with client stakeholders across IT, business, risk, and executive functions at banking and financial institution clients. • Conduct regular structured touchpoints — quarterly business reviews, monthly check-ins, and ad hoc sessions — ensuring clients feel heard, informed, and supported at all times. • Navigate complex, multi-stakeholder client environments with professionalism and political awareness, managing competing priorities without losing client trust. • Maintain a deep understanding of each client's business context, goals, and constraints so that your engagement is always relevant, timely, and value-driven. Product Health & Operational Oversight • Own the post-live health of Synapse products within each client environment — actively monitor product performance, usage patterns, and delivery of promised outcomes. • Coordinate with Forward Deployed Engineers and Product teams to ensure product updates, patches, and new feature rollouts are communicated clearly, planned collaboratively with the client, and executed without disruption. • Act as the first line of triage for client-reported product issues: assess impact and urgency, set accurate client expectations, and drive internal resolution with a clear sense of ownership. • Ensure clients are consistently onboarded to new capabilities and that product adoption translates into measurable value for their business. Client Feedback & Internal Advocacy • Systematically capture, document, and synthesise client feedback — feature requests, pain points, workflow gaps, and product observations — into structured, prioritised input for Product and Engineering teams. • Act as the internal voice of the client: represent client needs clearly and credibly in internal product roadmap discussions, sprint reviews, and delivery planning sessions. • Distinguish between noise and signal in client feedback; apply critical thinking to identify which inputs should influence product direction versus which require client-side education or expectation management. • Close the feedback loop with clients — communicate what was heard, what will be acted on, and why, building transparency and trust in Synapse's responsiveness. Retention, Growth & Commercial Awareness • Own client retention for your portfolio: proactively identify and address risk signals — disengagement, recurring issues, unmet expectations — before they escalate. • Identify and pursue upsell and expansion opportunities within existing client accounts, including additional Synapse products, features, modules, or expanded use cases, when the timing and context are right. • Partner with the commercial team to progress expansion conversations, supporting commercial proposals and client business cases where needed. • Contribute to renewal planning and executive relationship management ahead of contract milestones. Organisation & Portfolio Management • Manage a portfolio of post-live clients simultaneously, maintaining equally high standards of engagement, documentation, and responsiveness across all accounts. • Maintain up-to-date, structured account records covering relationship health, open issues, upcoming milestones, feedback logs, and commercial signals. • Build and manage client success plans for each account: defining objectives, success metrics, engagement cadence, and growth targets. • Report portfolio health and account status clearly and regularly to the Head of Delivery & Customer Success. Experience • 4–7 years of experience in customer success, account management, client delivery, or a senior client-facing role within a technology, SaaS, fintech, or enterprise software environment. • Proven track record owning post-live client relationships and driving measurable retention, satisfaction, and growth outcomes across a portfolio of accounts. • Experience working with banking, financial institutions, or regulated enterprise clients is strongly preferred. • Familiarity with technical product environments — you do not need to be an engineer, but you must be comfortable engaging on product, integration, and operational topics with credibility. Client Management & Communication Skills • Full professional fluency in both English and Arabic (written and spoken) — mandatory. • Highly credible and confident in senior and executive client-facing settings; able to lead structured meetings, facilitate difficult conversations, and build lasting trust. • Exceptional written communication; able to produce polished, professional client-facing artefacts including account plans, QBR decks, meeting summaries, and escalation briefs independently. • Strong active listening and stakeholder management instincts — attuned to what clients say, what they mean, and what they need. Critical Thinking & Problem Solving • Strong analytical and critical thinking skills; able to assess complex client situations, identify root causes, and design structured responses that balance client expectations with Synapse's operational realities. • Comfortable holding ambiguity — not every client issue has an immediate answer, and this role requires calm, methodical problem-solving under pressure. • Able to distinguish client feedback that should drive product change from feedback that requires expectation management, and articulate that distinction clearly to both sides. Organisation & Attention to Detail • Exceptionally organised; able to manage a multi-client portfolio without letting any account fall through the cracks. • Disciplined in documentation — maintains accurate, structured, and up-to-date records for every account in the portfolio. • Strong prioritisation instincts; able to triage competing client needs and internal demands without losing quality or responsiveness. • Proficient with CRM, project tracking, or customer success tools (e.g. Salesforce, HubSpot, Gainsight, Notion, or equivalent). Commercial Awareness • Understands the commercial dimensions of client relationships — renewal cycles, expansion signals, and the difference between a healthy account and an at-risk one. • Comfortable identifying and progressing upsell and expansion opportunities in a thoughtful, client-interest-first manner. • Able to partner effectively with commercial teams and contribute to renewal and growth conversations without overstepping the CS remit. Nice to Have • Familiarity with AI, data analytics, or machine-learning product deployments in a client-facing context. • Exposure to credit, risk, compliance, or digital transformation workflows within financial institutions. • Experience building or formalising customer success processes, playbooks, or account management frameworks.