Senior Specialist, Customer Success

About the position

The Senior Customer Success Specialist is a strategic, customer-focused leader responsible for ensuring customers maximize the value of Symphony post-sale. This role partners closely with Account Management, Sales, Marketing, and Product teams to drive adoption, increase utilization, and identify growth opportunities within customer firms. The ideal candidate will have a strong understanding of customer business processes, industry best practices, and Symphony's technical capabilities to deliver tailored solutions. They will proactively engage with customers, demonstrating advanced product features to solve business challenges and drive return on investment. Additionally, this role requires leadership experience, as the candidate will mentor and guide junior team members, ensuring best practices in customer engagement. A strong commercial mindset is essential, as they will identify expansion opportunities and contribute to revenue growth by aligning customer success initiatives with business objectives.

Responsibilities

• Lead and mentor team members, fostering a high-performance culture and knowledge sharing.
• Partner with Account Management and Sales teams to ensure successful deployment, onboarding, and ongoing engagement with Symphony, driving adoption and measurable ROI for customers.
• Drive customer adoption and engagement, ensuring Symphony is fully integrated into customer workflows.
• Develop strategic plans for customer engagement and re-engagement, ensuring smooth execution and proactive issue resolution.
• Work collaboratively with Marketing and Product teams to define and develop training materials, customer resources, and engagement strategies.
• Track and analyze customer engagement metrics and Symphony adoption programs, continuously optimizing strategies for effectiveness and impact.
• Leverage commercial awareness to identify expansion opportunities, upsell potential, and risks, working closely with sales teams to drive revenue growth.
• Demonstrate a self-starter, creative approach, continuously looking for new ways to improve processes, enhance customer experiences, and drive business impact.
• Work in a fast-paced, customer-facing environment, frequently engaging with clients on-site.

Requirements

• 7+ years of experience in Customer Success, supporting a FinTech, Financial Services, or Enterprise SaaS product.
• Proven experience leading a team or mentoring junior team members in a customer-facing environment.
• Strong commercial acumen, with the ability to identify growth opportunities and contribute to revenue-driving initiatives.
• Highly organized, self-sufficient, and capable of managing multiple customer needs effectively.
• Comfortable working in a fast-paced environment and engaging with clients onsite.
• Excellent communication and presentation skills, with a track record of influencing stakeholders at all levels.
• Tech-savvy, with the ability to learn and leverage various tools and technologies for customer engagement.
• Experience with CRM systems (e.g., Salesforce and HubSpot) and data analytics platforms (e.g. DOMO and Tableau)

Nice-to-haves

• Experience in project management and process improvement.
• Strong understanding of financial services and enterprise communication tools.
• Fluency in Spanish or Portuguese is a plus.

Benefits

• Regional specific competitive benefits
• Build your own Benefits (BYOB) perk
• Many other fun and exciting benefits and activities!