Head of Customer Success

Head of Customer Success

At Syncro, our Vision is to transform the Managed Services industry with an intelligent software platform that enables IT Professionals to harness unparalleled automation and efficiency.  We're on the lookout for collaborative individuals with diverse perspectives willing to  bring their authentic selves to a culture that prioritizes the employee and customer experiences. As a remote-first software company, we are relentlessly focused on living our core values. Please take a moment to reflect on whether you resonate with our company's core values and culture. If you believe you're ready to embark on a journey of delivering incredible customer experiences as a part of the Syncro team, then dive into the job details below!

Core Values: At Syncro we believe that companies with a strong, collaborative and inclusive culture perform better and provide a great working environment.  

• Bring Your Authentic Self: Different voices, backgrounds, identities, and perspectives make us a strong and thriving workplace.
• Take Ownership & Accountability: We hold ourselves accountable measuring progress and communicating at every step on the way.
• Operate Transparently: We operate with integrity and trust, using transparent and clear communication to hold ourselves accountable to our Partners and Team Members.
• Put Partners at the Center of Everything We Do: We care deeply about understanding our partners, and our products and services are delivered with our Partners’ best interests in mind.
• Enjoy the Ride Together: We’re people-centric, and caring for each other is an important part of harmonizing our work with our personal needs.
• Show Up to Win!: We each operate with the heart of a champion in our pursuit of excellence. We encourage innovation, operational diligence and embrace challenges as opportunities. 

Benefits Quick Overview:

• Pay Range: $150K-$250K USD, DOE
  • Range is inclusive of variable compensation
• Remote first: We are the PIONEERS of “work from home” - remote work is all we have ever done and we do it well!  Our team members are all over the globe working from home and striking an awesome balance in their lives.
• Equity Appreciation Program: Syncro offers an equity program that everyone participates in
• Unlimited PTO: With a 2 week annual minimum, Syncro wants you to take time when you need it.
• 401k Plan: A hassle free plan with a 50% company match up to 4% of your annual salary.
• Health Insurance: Syncro covers 95% of the monthly premiums for you and your dependents. Plus our plans have extremely low deductibles and out of pocket costs that don't sacrifice great coverage for you or your family anywhere in the US.
• Parental Leave: Up to 6 weeks paid parental leave so you can focus on the new addition to your family
• And more!: Ask us about our other benefits like Pet Insurance, Flexible Spending Accounts, 100% employer paid Short Term Disability, and Ultra-Remote Work. 

The Opportunity: 

The Head of Customer Success will report to the Chief Revenue Officer, and will lead the development of Syncro’s Customer Success team, driving strategies that enhance partner satisfaction, retention, and growth. This senior leader will be responsible for establishing and executing a vision for the delivery of exceptional partner experiences, fostering strong relationships, and ensuring the success of our partners. Additionally, the Head of Customer Success will own the renewal and expansion targets, ensuring that revenue goals are met and exceeded.

What You’ll Be Doing:

• Strategic Leadership:
• Develop and execute a comprehensive Customer Success strategy aligned with Syncro’s business objectives.
• Establish clear goals and KPIs for the Customer Success team to drive partner satisfaction, retention, and growth.
• Collaborate with executive leadership to ensure Customer Success initiatives support overall company strategy and goals.
• Team Management and Development:
• Lead, mentor, and grow a high-performing Customer Success team, including managers and PSMs.
• Foster a collaborative and inclusive team culture focused on continuous improvement and partner advocacy.
• Provide regular coaching and professional development opportunities to team members.
• Partner Relationship Management:
• Build and maintain strong, long-lasting relationships with key partners.
• Serve as an escalation point for partner issues and work cross-functionally to drive resolution.
• Develop and implement programs to proactively engage and support partners, ensuring their success with Syncro’s products and services.
• Operational Excellence:
• Oversee the implementation and optimization of Customer Success processes and tools to ensure scalability and efficiency.
• Monitor and analyze partner success metrics to identify trends, risks, and opportunities.
• Ensure consistent and effective communication of partner feedback to product, marketing, and sales teams to drive continuous improvement.
• Renewal and Expansion Ownership:
• Own and drive the renewal and expansion numbers, ensuring that revenue goals are met and exceeded.
• Develop strategies to maximize renewals and identify opportunities for expansion within the partner base.
• Collaborate with sales and finance teams to accurately forecast renewals and expansion revenue.
• Partner Advocacy and Growth:
• Advocate for partners internally, ensuring their needs and feedback are prioritized in product development and strategy.
• Identify opportunities for partners to expand their use of Syncro’s products and services, driving mutual growth.
• Develop and execute partner training and enablement programs to maximize product adoption and value realization.

Must have details:

• Proven experience in a senior Customer Success leadership role, ideally within the SaaS industry.
• Demonstrated success in building and leading high-performing Customer/Partner Success teams.
• Strong strategic thinking and problem-solving skills, with a track record of driving results.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with partners and internal stakeholders.
• Experience with Customer Success tools and technologies.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
• Proven track record of owning and exceeding renewal and expansion targets.

Nice to have skills:

• Experience with software for MSPs and IT professionals 

Interview Process: At Syncro we believe in transparency and providing candidates with as much information as possible so you can make an informed decision during your job search. Below are the steps of the interview process you can expect:

• Preliminary Screen, 30m
• Hiring Manager Interview #1, 1H
• Hiring Manager Interview #2, 1H
  • Includes 30/60/90 Day Strategic Plan Submission
• Leadership Panel Interview, 1H
• Key Stakeholder Sync (Finalist), 30m

Company Details: If you’re curious about learning more about Syncro, read on and visit the links below.

Syncro is a B2B SaaS company with a highly collaborative and creative team serving the Managed Services Provider (MSP) industry. Picture an MSP as a company’s outsourced IT department - our platform empowers them with the tools and automation they need to run their businesses and supercharge their client services.  Our goal is to empower our customers (we call them partners) to thrive through operational excellence. We're all about making it happen together!

To see more about our product, and what it’s like to work here at Syncro, check us out online:

• Website: www.syncromsp.com
• Glassdoor: https://www.glassdoor.com/Overview/Working-at-Syncro-EI_IE4650167.11,17.htm
• LinkedIn: https://www.linkedin.com/company/syncromsp/mycompany/
• Life at Syncro Instagram: https://www.instagram.com/lifeatsyncro/ 

Syncro is an equal opportunity employer. We are committed to creating an inclusive environment where all employees can thrive and do their best work, free from discrimination and harassment.

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