Customer Success Manager

Synup is a leading digital presence and listings management platform that helps agencies and multi-location brands enhance their visibility and reputation. The Customer Success Manager will own customer relationships, ensuring renewals and expansions while driving product adoption and addressing churn risks proactively.

Responsibilities:

• Own end-to-end customer relationships from onboarding through renewal, treating every account as a renewal-first responsibility with zero tolerance for surprise churn
• Maintain continuous, real-time visibility into renewal dates, likelihood, and risk, initiating renewal conversations early and keeping them active, never leaving leadership caught off-guard by a lost renewal
• Drive product adoption through structured success planning, regular engagement, and clear articulation of the value each customer is realizing from Synup’s listings management, review monitoring, SEO & AI marketer tools
• Run effective, outcome-oriented client meetings with clear agendas, documented next steps, and follow-through
• Detect early churn signals by continuously monitoring usage, responsiveness, and friction patterns, and escalate with context and a plan, prioritizing prevention over post-churn analysis
• Share churn risk patterns and account insights with CS leadership to support systematic, company-wide retention improvements
• Actively engage clients in business development conversations, spotting opportunities to add value beyond the core product and positioning Synup as a genuine growth partner, not just a vendor
• Uncover and position expansion opportunities based on customer needs, usage growth, and scale signals, and share qualified insights with Sales to support joint conversations
• Use AI tools to rapidly prototype custom solutions and proofs-of-concept tailored to a client's specific workflow or use case
• Build lightweight solutions directly for clients when the need arises, especially for trivial or quick-turnaround requests, rather than routing every ask through Product or Engineering
• Prioritize effort across a large, diverse portfolio, protecting every renewal while focusing the deepest attention on your highest-value, highest-potential accounts
• Maintain the CRM as the single source of truth: clean, accurate, up-to-date account data, with meaningful interactions, risks, and outcomes logged promptly
• Reinforce onboarding outcomes well beyond the initial 90 days so customers keep translating setup into ongoing, provable value
• Provide structured product feedback on the platform experience, distinguishing isolated issues from systemic gaps, and flag customers suited for pilots or early access
• Partner closely with Sales, Support, and Product to deliver seamless client outcomes, and flag process gaps or unclear handoffs with an ownership mindset
• Set and manage client expectations clearly and honestly, even under pressure, while continuing to find and deliver value at every touchpoint
• Be the person clients trust most and rely on: the MVP of their experience with us, and the first name they think of when something needs to get done

Requirements:

• 3+ years of experience in Customer Success, Account Management, or Client Services, ideally in B2B SaaS
• A verifiable history of turning around at-risk accounts and growing healthy ones: you can point to specific accounts you've saved or expanded and explain how
• Comfortable driving business development conversations with clients, identifying opportunities to add value and expand the relationship, not just servicing what's asked
• Hands-on experience using AI tools to prototype or build custom solutions, or a genuine willingness and ability to pick this up quickly, and comfort building simple, direct solutions for clients when a need arises
• Quick to learn new technology and adapt to new tools, and you pick up new systems fast and don't need extensive ramp-up time
• Strong time management and prioritization skills in a high-account-load environment
• Ability to run structured, outcome-oriented customer conversations and drive them to resolution
• A consultative mindset with a natural ability to spot growth and expansion opportunities
• Experience working with CRMs and other relevant customer success or sales tools as a daily operating system, not an afterthought
• Clear, confident communication with stakeholders ranging from end users to executives
• Strong ownership mentality and bias toward action; you flag problems with a plan, not just a symptom
• Ability to balance reactive issue resolution with proactive, structured value creation
• Bonus: experience with marketing SaaS, local SEO, listings management, or agency-focused products