Customer Success Specialist

About us @Symphony

We’ve spent the last 10 years building a communication and markets technology company, powered by interconnected platforms: messaging, voice, directory and analytics.  Over 1000 institutions use our modular technology built for global finance. Security is in our DNA with uncompromising data protection, end-to-end encryption and resilient architecture, all created on a foundation of trust with our customers.

But that was only chapter one. We’re now building on our purpose-built network, expanding AI-powered, real-time collaboration, redefining flexibility with fully cloud-native software with our trader voice product, and rethinking the industry’s approach to identity verification, connection and intelligence.

The opportunity and our ambition are huge. But we need passionate, dedicated individuals to get there. At Symphony we work hard and fast. Our unique blend of technology and financial services makes it an environment you won't get elsewhere.

Role Description:

The Customer Success Specialist serves as the primary post-sale point of contact for customers, ensuring they achieve maximum value from Symphony’s solutions. This role partners closely with Account Management, Sales, and Marketing teams to drive adoption, increase utilization, and develop creative strategies to enhance customer engagement.

The ideal candidate should have a strong marketing mindset, leveraging data-driven insights, customer engagement tactics, and content strategies to improve product adoption. They should also demonstrate a self-starter, creative approach—proactively identifying opportunities to optimize customer experiences, designing innovative solutions, and driving continuous improvement.

Additionally, the role requires a deep understanding of customer business processes and priorities, along with commercial expertise to support adoption goals. The Customer Success Senior Specialist will coordinate across functional areas, including Marketing, Account Management, Sales, and Product, to ensure Symphony delivers outstanding customer experiences.

Responsibilities:

• Drive customer adoption and engagement, ensuring Symphony is fully integrated into customer workflows.
• Develop and execute creative, marketing-driven engagement strategies, leveraging customer insights, campaigns, and collateral to enhance utilization.
• Collaborate with Marketing and Product teams to create impactful customer resources, including training materials, best practice guides, and thought leadership content.
• Partner with Account Management and Sales to support customer onboarding, re-engagement, and retention efforts, ensuring business growth and ROI.
• Track and analyze customer engagement metrics, using data to refine strategies and improve customer satisfaction.
• Act as a trusted advisor, demonstrating advanced product features and tailoring solutions to meet unique customer needs.
• Identify risks, proactively address concerns, and escalate issues when necessary to ensure customer success.
• Work in a fast-paced, customer-facing environment, frequently engaging with clients on-site.
• Demonstrate a self-starter, creative approach, continuously looking for new ways to improve processes, enhance customer experiences, and drive business impact.

Required Qualifications:

• 2+ years of experience in Customer Success, supporting a FinTech, Financial Services, or Enterprise SaaS product.
• Strong commercial acumen, with the ability to identify growth opportunities and contribute to revenue-driving initiatives.
• Highly organised and independent, able to multitask and stay organised in managing needs across customers
• Must enjoy fast-paced environment, spending time on site with clients regularly
• 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)

Preferred Qualifications:

• Experience in project management and process improvement.
• Strong understanding of financial services and enterprise communication tools.
• Fluency in Spanish or Portuguese is a plus.

Compensation:

• Competitive salary
• Bonus Plan
• Benefits and Perks vary based on location.

Benefits and Perks:

• Regional specific competitive benefits
• Build your own Benefits (BYOB) perk
• Many other fun and exciting benefits and activities!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.