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Strategic Customer Success Manager

Syndio Solutions

Syndio Solutions

Customer Service, Sales & Business Development
Multiple locations
Posted on Thursday, May 23, 2024

Do you want to empower organizations to fairly and equitably hire, promote, retain and compensate their employees? Syndio is a Series-C technology company committed to fairness in the workplace. Fueled by investments of $83M from Bessemer Ventures, Voyager Capital and social change organization Emerson Collective, Syndio is investing in growing our team and products.

This is a critical moment when organizations are looking for ways to take tangible action to fight gender and racial bias, and we believe creating diverse and inclusive workplaces for all starts with workplace equity.

About the role

Syndio licenses software to companies to help them find and fix workplace equity issues and stay in compliance over time. We’re looking for someone who brings a combination of customer service and account management skills to build lasting relationships with customers and guide them to success. You will own the relationship with your customers with a focus on delighting the key decision makers for each account, advise customers on a comprehensive workplace equity strategy, ensure ongoing compliance needs, and will drive usage of our workplace equity tools.

Why this job is exciting

  • Lead strategic initiatives to mentor and guide a top-tier client portfolio, driving them towards visionary workplace equity goals.
  • Serve as the primary authority and trusted advisor, engaging proactively with clients to address complex equity needs, drive product innovation, capture feedback, and anticipate industry trends.
  • Coordinate cross-functional collaboration with executive stakeholders across Implementation, Sales, Subject Matter Experts, and Product Development, ensuring seamless support and unmatched client satisfaction.
  • Cultivate enduring relationships with key clients, driving retention, identifying upsell opportunities, and fostering executive-level references.
  • Drive analysis of evolving client needs, shaping product direction in collaboration with C-suite executives and Product Development teams to deliver tailored solutions.
  • Lead strategic evolution of Syndio's customer service strategy, optimizing onboarding, communication channels, and ongoing engagement for global scalability.
  • Participate in advanced training to elevate expertise in workplace equity intricacies, statistical methodologies, analytics frameworks, and evolving pay equity legislation.

About you

  • Minimum of 15+ years of demonstrated success in Customer Success, or related field
  • Demonstrated track record in managing large enterprise Fortune 500 companies
  • Proven ability to engage and multi-thread with C-Suite executives & SVP level
  • You are passionate about our mission to measure, achieve, and sustain workplace equity
  • You are a self-starter who thrives working independently, with minimal supervision, in a collaborative, kind, and supportive environment.
  • You are deeply curious, willing to explore all aspects of the platform to understand and identify new opportunities to meet customer needs.
  • You are willing to ask questions and turn to others for support and expertise.
  • You have stellar communication skills that help you connect with a range of people, from HR/Comp analysts to the C-suite.
  • You are comfortable selling the value of workplace fairness solutions and are comfortable supporting our Account Management team with renewals and upsells.
  • You bring empathy, calm, and confidence to help customers overcome challenges.
  • You’re proactive, always two steps ahead to deliver what customers need next.
  • You are highly organized with excellent time management skills.
  • You’re excited to own and drive initiatives within Syndio that leverage and build your skills and interests.
  • MUST BE:
    • Currently located in NYC Metro Area, Seattle Bay Area or San Francisco Bay Area. Relocation is not offered at this time.
    • Eligible to work for any US-based employer without the need for visa support or documentation, either now or in the future.

Why you'll love it here:

  • 👥 Check out our Employee Experience page for more information on our Mission & Values, Work-Life Balance, Pay Transparency, Diversity, Culture, and Benefits.
  • 💰 Competitive Compensation. For this role our base salary is targeted at $130,000-$153,000 per year plus 20% additional variable. Final offer amounts are determined by factors such as experience and expertise. We take a geo neutral approach to compensation within the US, meaning that we pay based on job function and level, not location.
  • 🏆 Syndio Equity. So you can share in Syndio’s success.
  • 🏝 Flexible Vacation Policy. We encourage our team to recharge when they need to, plus paid sick & safe time, compassion leave, and voting leave.
  • 16 weeks of paid parental leave
  • 🩺 Medical, Dental, Vision. Syndio pays 90% of employee premiums, and 50% for dependents.
  • 🏥 Life Insurance & Disability. Syndio covers the full premium.
  • 🏦 401(k). To help you save for your future.
  • 📍 Remote-First in our specified talent-hub cities, allowing for opportunities to meet up and socialize! #LI-Remote

Role progression

  • Within 1 month, you’ll have completed a comprehensive and supportive onboarding process to help you understand the platform, the business, and the customer journey. You’ll be ready to be an advocate for workplace equity and help customers achieve it.
  • Within 3 months, you’ll be fully ramped and supporting your own portfolio of customers.
  • Within 6 months, you’ll be growing a portfolio of customers, guiding the overall workplace equity strategy, playing an important role in customer renewal conversations, and influencing the product roadmap.

Interview process

  1. Chat with a member of our Talent Team: 30 min phone call
  2. Meet the Hiring Manager: 30-45 min zoom interview with VP of CS
  3. Virtual On-site: Two 30 min video interviews with our CS leads
  4. Finalist Stage: Take-Home Assignment - Mock EBR presentation

At Syndio, we're building a diverse team that values candor, curiosity, and community. If you share these values and are interested in joining us, we'd love to talk with you even if you don't 100% meet the "about you" listed here. We don't expect anyone to have all the answers, as long as you're willing to learn and grow with us.

Employees joining the Syndio team at this early stage of growth will impact this critical social issue and support a growing customer base (including Nordstrom, General Mills, Match Group, and others) to take tangible action on workplace fairness.

Syndio is an Equal Opportunity Employer. We are building an inclusive and collaborative workplace as we grow, and we welcome team members regardless of gender/identity, sexual orientation, race or cultural background, religion, physical disability and age.