Customer Success Senior Specialist, Symphony

• The ideal candidate will have a strong understanding of customer business processes, industry best practices, and Symphony’s technical capabilities to deliver tailored solutions
• 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)

Desirable

• 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
• 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
• 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