Key skills
Customer SuccessTechnical Account ManagementService Delivery ManagementEnterprise Customer ManagementERP PlatformsCloud InfrastructureManaged ServicesStakeholder ManagementAnalytical SkillsEnglishOracleERPSAPLeadershipCommunicationAccount ManagementSales
About this role
Syntax is seeking an experienced Senior Customer Success Manager to support their Oracle customer portfolio across North America. This role is responsible for building strong executive relationships, ensuring customer satisfaction, and driving the overall success of managed services engagements.
Responsibilities:
- Serve as the primary point of contact and trusted advisor for assigned Oracle customers
- Build and maintain strong relationships with customer stakeholders, including executive leadership
- Lead service review meetings, operational calls, and executive business reviews
- Coordinate with internal delivery, infrastructure, and support teams to ensure consistent service delivery and issue resolution
- Monitor service performance, SLAs, and customer health indicators, proactively identifying risks and improvement opportunities
- Drive customer success planning and ensure services align with customer business objectives
- Support contract governance, escalations, and service improvement initiatives
- Partner with internal teams to ensure effective communication, transparency, and operational alignment
- Collaborate with sales and leadership teams on account strategy, renewals, and growth opportunities
- Act as a senior escalation point for complex customer issues when necessary
Requirements:
- 10+ years of experience in Customer Success, Technical Account Management, Service Delivery Management, or similar roles
- Experience managing enterprise-level customers and complex IT environments
- Strong knowledge of ERP platforms (Oracle, SAP, JDE, or similar)
- Solid understanding of cloud infrastructure and managed services
- Excellent communication, presentation, and stakeholder management skills
- Ability to engage effectively with technical teams and executive leadership
- Strong organizational, analytical, and problem-solving skills
- Professional proficiency in English (written and verbal)
- Experience supporting Oracle environments or Oracle Cloud Infrastructure (OCI)
- Background in managed services providers (MSP) or enterprise IT services organizations
- Experience working in large, multi-stakeholder customer environments