Program Manager, Customer Success Operations

At Synapse, our mission is to accelerate democratization of best in class financial products for everybody. We are hiring a Program Manager, Customer Success Operations whose mission will be to enable our Customer Success Managers with a customer journey roadmap, all the necessary playbooks & processes, tools, and data insights to proactively lead our customers to their desired business outcomes. In doing so, you will also contribute significantly to Synapse’s own goals of driving internal efficiencies, and achieving industry-leading retention and expansion results. A core part of this role will be to work cross-functionally to align our initiatives, support, and product development efforts with our customers’ critical success drivers.

If you are the type of person who loves designing smart processes, writing your own queries in search of understanding the data, automating tasks, and helping others to achieve their goals, we would love to hear from you.

What You will do

• Define the optimal customer journey for each customer segment, mapping out and operationalizing the key CSM Customer proactive engagement points and high value activities
• Create processes and tools to communicate and prioritize issues, feature requests, and other customer requirements to the responsible functions (Support, Engineering, Compliance)
• Own the Customer Success Manager technology stack, selecting the tools required to automate CSM activities and deliver a best-in-class customer experience at scale
• Create and maintain all internal documentation on Customer Success processes, playbooks, templates, metrics, dashboards, best practices, and initiatives
• Work with CSM leadership to develop the new hire onboarding program as well as the ongoing training and development plan for the organization
• Evolve and standardize our capabilities in the following areas: understanding the key value drivers, measuring value from the customer’s perspective, and maximizing value realization
• Define the data and metrics required at each stage of the customer journey to accurately assess the customer’s experience and success with Synapse
• Create dashboards that provide insight into customer health, customer renewal risk, and customer readiness for expansion
• Define and implement a Voice of the Customer program and leverage that for identifying customer advocacy opportunities

What You Will Bring

• 5+ years of experience in Customer Success Operations for a high-growth enterprise B2B SaaS company
• Expertise in implementing core Customer Success infrastructure: CSX platform, customer journey map, playbooks, templates, customer dashboards, surveys, KPIs/metrics, renewal process
• Have implemented and/or administered CSX platform (e.g. Gainsight, Churn Zero, Totango, etc.)
• Strong program management and change management skills
• Makes data-driven and customer-centric decisions
• Strong organizational and analytical problem-solving skills, along with superb attention to detail
• Exceptional data analysis ability with high proficiency in Excel or Google Sheets
• Solid knowledge of data concepts, hands-on experience writing queries
• Very tech savvy: you're adept at learning new tools and technologies
• A good team player who people like working with

What We Offer

• 💰Competitive Compensation
• 📈Equity
• 🍎Insurance (Medical/Dental/Vision)
• 💚401(k) with company matching up to 4%
• 🏝PTO & Holidays
• ✨Life Insurance & LTD

Synapse is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all of our employees. Synapse provides equal opportunity in all of our employment practices to all qualified employees and applicants without regard to race, color, religion, gender, national origin, age, disability, marital status, military status, genetic information or any other category protected by federal, state and local laws.