Customer Success Manager

We’re hiring a Customer Success Manager to own a high-volume book of business and act as a strategic partner to our customers. This role is ideal for someone who is highly organized, proactive, and comfortable managing multiple client relationships at scale while driving adoption, renewals, and account growth.

You’ll be accountable for ensuring customers consistently realize value from Synup and see us as a long-term partner in their growth.

• Own end-to-end customer relationships from onboarding through renewal
• Drive product adoption through structured success planning and regular engagement
• Run effective client meetings with clear agendas, outcomes, and follow-ups
• Proactively identify churn risk and execute retention strategies early
• Uncover and position expansion opportunities based on customer needs
• Partner closely with Sales, Support, and Product to deliver seamless client outcomes
• Maintain accurate CRM records, including client health, risks, and next steps
• Strong time management and prioritization in a high-account-load environment
• Ability to drive structured, outcome-oriented customer conversations
• Proven experience managing renewals and customer retention
• Consultative mindset with the ability to identify growth opportunities naturally
• Comfort working with metrics, dashboards, and performance data
• Clear, confident communication with a wide range of stakeholders
• Strong ownership mentality and bias toward action
• Ability to balance reactive issue resolution with proactive value creation

• Customers actively adopt and expand their use of Synup
• Renewal conversations are proactive and value-driven
• Risks are identified early and addressed decisively
• Client relationships are trusted, consistent, and outcome-focused

• 1+ years of experience in Customer Success, Account Management, or Client Services (B2B SaaS preferred)
• Experience managing a large, diverse customer portfolio
• Familiarity with CRM tools and customer success workflows
• Bonus:
  Experience with marketing SaaS, local SEO, listings, or agency-focused products

• Clear ownership and accountability
• Direct impact on customer retention and revenue growth
• Performance-based incentives tied to outcomes
• Opportunity to work with agencies and multi-location brands at scale
• Fast-growing platform with strong product momentum

Experience: 1+ years of experience in Customer Success, Account Management, or Client Services (B2B SaaS preferred)

Location: New York, United States

Job Type: Full-time

Salary Range - $80K-$140K

Mid-Senior level

Full-time

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