Senior Customer Success Manager North America

Syncron is a leading SaaS company with over 20 years of experience, specializing in aftermarket solutions. Our Service Lifecycle Management Platform offers domain-fit solutions for:

• Supply Chain optimization,

• Pricing strategy,

• Service Fulfillment (e.g. warranty management, field service management, service parts management, knowledge management).

Our company has a global presence with offices in US, UK, Germany, France, Italy, Japan, Poland, India and group headquarters in Sweden.

We build upon the belief that our greatest strength is our People. Our unique company culture has been appreciated by our Employees.

With this we are winning the hearts and minds of world-leading organizations, such as JCB, Kubota, Electrolux, Toyota, Renault and Hitachi.

About the team

The Syncron Customer Success organization partners with customers to ensure they achieve measurable business outcomes, maximize the value of their Syncron investment, and expand their use of our Service Lifecycle Management solutions. Our Customer Success Managers work closely with many of the world's leading manufacturers across Automotive, Agriculture, Industrial Equipment, Construction, Mining, and other industries, helping customers drive adoption, strengthen executive relationships, and realize measurable business value.

About the role

As a Senior Customer Success Manager, you'll own a portfolio of strategic enterprise customers across North America, acting as a trusted advisor throughout the customer lifecycle. You'll work closely with executive stakeholders to understand business objectives, maximize adoption of Syncron's solutions, and identify opportunities to expand customer value.

Working cross-functionally with Sales, Professional Services, Product, and Support, you'll ensure customers achieve successful business outcomes while driving renewals, customer satisfaction, advocacy, and long-term partnerships.

What would you do?

• Own the success of a portfolio of strategic enterprise customers across North America.

• Build trusted relationships with executive and operational stakeholders, becoming a strategic advisor on aftermarket and service transformation initiatives.

• Develop and execute Customer Success Plans aligned to each customer's business goals and desired outcomes.

• Drive product adoption, customer health, value realization, and executive business reviews throughout the customer lifecycle.

• Identify commercial growth opportunities by partnering closely with Account Executives on renewals, upsells, and cross-sell initiatives.

• Monitor customer health metrics, proactively identifying risks and implementing mitigation plans to improve retention.

• Act as the primary customer advocate internally, collaborating with Product, Support, Engineering, and Professional Services to resolve issues and improve the customer experience.

Who you are? / What we expect:

• 5+ years of Customer Success, Enterprise Account Management, or Strategic Account Management experience within a SaaS environment.

• Proven success managing complex enterprise customers and consistently delivering high retention and customer satisfaction.

• Strong executive presence with the ability to build relationships from operational users through to C-suite stakeholders.

• Experience conducting Executive Business Reviews (EBRs), success planning, and value realization discussions.

• Commercial mindset with experience supporting renewals, identifying expansion opportunities, and driving customer growth.

The icing on the cake:

• Experience within Supply Chain, Manufacturing, Asset Management, Service Lifecycle Management, ERP, or Enterprise Software is highly desirable

We offer:

• Competitive compensation

• 401(k) plan with company match

• Health, dental, and vision insurance

• Remote working

• Paid time off

Unsure if you meet all the job requirements but passionate about the role? Apply anyway! Syncron values diversity and welcomes all Candidates, even those with non-traditional backgrounds. We believe in transferable skills and a shared passion for success!

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